Delivery & Returns

The delivery options available to you, any delivery charge, and an estimated timescale are shown during checkout, or confirmed with you before a custom order is accepted. You will always see the delivery cost before you pay.

Because items are handmade in small batches, please allow a little time for your order to be made before it is sent. If something is going to take longer than expected, we will let you know.

To confirm later: delivery services used, postage charges and typical dispatch times. Nothing is promised here until those are decided.

Where local collection is offered, you can choose it at checkout instead of delivery. Collection arrangements — where, when and how — are confirmed with you by email after your order, so we can agree a time that suits everyone. For safety and privacy we do not publish a home address on the website.

To confirm later: the collection point or arrangement, and the days/times collection is available.

For standard ready-made items bought online, UK consumer law gives you the right to change your mind. In general you have 14 days from the day you receive the item to tell us you wish to cancel, and a further 14 days to send it back. Items should be returned in their original condition, unused and with any packaging where possible.

To start a return, please:

• email info@willowanddarcie.co.uk with your order reference and which item(s) you'd like to return
• wait for us to reply with return instructions before sending anything back
• keep proof of posting until the return has been received

Once the return is received and checked, your refund is issued using the same payment method you used, within the timescale required by law.

To confirm later: the return address and process, how customers should notify us (email only, or a form as well), and who pays return postage for change-of-mind returns. Return postage for faulty or incorrect items is never charged to you.

Made-to-order and clearly personalised items — for example something with your name, initials or a bespoke design — can be treated differently from standard products under consumer rules, because they can't simply be resold. Once we have started making or personalising your item, the change-of-mind right above may not apply.

We always confirm the design, wording and price with you before starting, so you have the chance to change your mind first.

This does not affect your rights if an item is faulty, damaged or not as described. Those rights apply to custom and personalised items just as they do to everything else.

If you sent us an item of your own to be bedazzled, once decoration has begun it generally cannot be returned to its original condition — adhesives and rhinestones are attached permanently.

For that reason, the design and the work are agreed with you before decoration starts. If you have any doubts, please raise them at that stage. If work has been carried out without reasonable care and skill, contact us and we will look into it.

If your order arrives damaged, develops a fault, or isn't what you ordered, please email info@willowanddarcie.co.uk as soon as you can and include:

• your order reference and name
• a description of the problem
• photographs where they would help show the issue
• photographs of the packaging too, if the damage happened in transit

We will review what you send and reply to agree the next step with you, in line with your statutory rights. We don't promise a particular outcome before looking into it — but we will always be fair and will put right anything that is genuinely wrong.

If your parcel hasn't arrived within a reasonable time of dispatch, get in touch and we will check the details and follow it up with the delivery service.