Returns & Refunds
Willow with Roots
Last updated: 16 October 2026
At Willow with Roots, each piece is made with care using traditional willow weaving techniques and natural materials. We hope you love your purchase, but if something isn't quite right, we're here to help.
Returns
If you change your mind about a ready-made product purchased through our online shop, you have 14 days from receiving your order to let us know you wish to return it.
Once you've notified us, you have a further 14 days to send the item back.
Items should be carefully packaged and returned in their original condition. You may inspect your purchase as you would in a shop, but excessive handling may result in a deduction from your refund.
Unless the item is faulty or incorrect, return postage costs are the responsibility of the customer.
Bespoke & Made-to-Order Pieces
Many of our pieces are individually designed and woven to order.
Products made to your personal specifications or clearly personalised cannot normally be returned or refunded simply because you change your mind.
This does not affect your rights if an item is faulty, damaged or not as described.
Please note that a product is not automatically exempt from returns simply because it is handmade or produced after an order is placed.
Natural Materials
Willow is a beautiful natural material, and variations in colour, texture and form are part of its character.
Each handmade piece is unique, and slight differences from website photographs are to be expected.
These natural variations are not normally considered faults, provided the product matches its description and is of satisfactory quality.
Damaged or Faulty Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible, ideally with photographs and your order number.
We will work with you to arrange an appropriate refund, repair or replacement in accordance with your statutory rights.
Refunds
Once we have received your returned item, or evidence that it has been sent back, we will process any refund due within 14 days.
Refunds will be issued to your original payment method.
For eligible cancellations, we will refund the item price and standard delivery charge. Additional costs for premium delivery options are not refundable.
Return Postage
For change-of-mind returns, customers are responsible for return postage costs.
We recommend using a tracked and insured delivery service, particularly for larger or more delicate woven pieces.
Where an item is faulty or incorrect, we will cover reasonable return postage costs.
How to Arrange a Return
Please email us at [Insert contact email] with your order number and details of your return.
We will provide the appropriate return address and instructions.
Willow with Roots
WR15 8NA
Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.