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Terms & Conditions

Billing Information

We accept he following payment methods:

All credit card details must be authorised before despatch of goods.

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.


The security of your online purchase is of paramount importance to us. All transactions take place on our own secure server using the latest available security technology. All data sent to our server and the data returned to you when viewing a secure page is encrypted to prevent unauthorised persons intercepting your details.

You can instantly see that a page is being viewed in secure mode as the URL (address) will start with “https://” instead of the usual “http://”. The extra “s” stands for secure, this can also be validated as secure pages have a small yellow icon displayed in most browsers.

Product Pricing

All prices on our website include free UK delivery. For overseas deliveries please email us at info@wilbertandwillow.co.uk to obtain a shipping quote.

Delivery Address Information

Although we aim to dispatch promptly please allow 7 working days for delivery.

We will deliver to the address enter on our site and cannot accept any liability for late or failed delivery if the quoted address is incorrect or incomplete. If you are not sure of the address we would recommend you check before proceeding with your order.

Data Protection

Wilbert & Willow is compliant with the Data Protection Act. When you order, we will receive personal or company details which enable us to process your order. We will not pass your details on to any third party organisation and will treat your details with complete confidentiality. We may occasionally send you promotional material relating to Wilbert & Willow only. If you do not wish to receive such material then you may contact us on info@wilbertandwillow.co.uk and we will remove your details from our mailing list. The information we hold will be accurate and up to date. You can check the information we hold about you by contacting us and if you find any inaccuracies we will delete or amend them.

Returns Policy

Our return policy covers two separate product types:

Un-personalised products & samples:

If you are unhappy with your product, or no longer want it, you can return it to us for a full refund as long as:
• The item is returned within 14 days of receipt
• The item is unopened, in original packaging and in a resalable condition

Please contact us via email: info@wilbertandwillow.co.uk or phone (01392 690850) letting us know that you want to cancel your order and return the product (we recommend you obtain proof of postage). Please note you are responsible for the cost of returning the product.
Once we receive the returned items a refund will be issued to your original payment method within 3 working days.

In the unlikely event that a parcel arrives damaged or faulty please contact us within 14 days at info@wilbertandwillow.co.uk and a replacement item will be arranged.

Personalised items:

We are unable to accept returns for anything that’s made to your specific requirements or is personalised.
However, in the unlikely event that your order arrives damaged or faulty please contact us within 14 days at info@wilbertandwillow.co.uk and a replacement item will be arranged.

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