2020 - IMPACT OF CORONAVIRUS PANDEMIC
We are currently experiencing delays in production of some of our Bone China collections, listed below. Please be aware that we are currently unable to advise on expected delivery dates, and there could be a delay of at least 3 months.
Please email the team on firstname.lastname@example.org before placing your order from the below collections:
Details from Willow
UK: We offer free delivery on all UK orders over £100. Delivery on all UK orders under £100 is a flat rate of £5.
Europe: Delivery costs are dependent upon weight of shipment, calculated during check out.
USA: Delivery on all US orders is a flat rate of $20.
Rest of the World: Delivery costs are dependent upon weight of shipment, calculated during check out.
We aim to dispatch your order within 24h of order confirmation (excluding weekends and bank holidays), once your order has been dispatched you will receive an email containing an air waybill number to track its progress online. The standard delivery times once the order has been dispatched are below:
UK: 2-3 working days
Europe: 5-8 working days
USA & Canada: 5-8 working days
Rest of the World: from 5 working days
Russia and China: Please note shipments to Russia and China may be subject to restrictions and delays. Please contact us before placing your order.
We have every confidence in our products. If you are in any way dissatisfied with your purchase, please return it to us within 14 days in its original condition for a refund or replacement. Please note that any delivery costs related to the original order will not be refunded unless the item is damaged or imperfect. We ask you to cover the cost of returns if you change your mind.
We kindly request customers to inform us of any damaged goods within 48 hours of the products being received. To return an item please contact us by emailing email@example.com.
BESPOKE PRODUCTS - LINE
When you purchase a custom product from our ‘Line’ collection, each piece is hand painted to order and therefore returns, exchanges or cancellations are not accepted once your order has been placed. This does not affect your statutory rights. Payment will be taken at the time you submit your order.
Please read, carefully, both Late Return and Returns Policy to ensure you can proceed with your request as quickly as possible:
All returns should be sent back to us and in the original packaging provided.
Returns outside the 14 day window may be accepted only at our discretion.
The item(s) should be returned unused and in perfect condition. Returns that are damaged, used or returned without their original packaging may not be accepted and may be sent back to the customer.
Where delivery of an order is refused by the customer, we may deduct both the original delivery cost plus the cost of returning the goods to our warehouse, from the refund.
RECEIVING A REFUND
Once your return has been received and complies with our returns policy we will refund you via your original payment method. This will include delivery costs for faulty items. Please be aware that payments may take up to 10 working days to process depending on your bank or payment provider.
IMPORTANT DELIVERY NOTICE
Please note that despite current circumstances, we are delivering as normal. Should you have any questions about your order, please email us at firstname.lastname@example.org
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