Shipping & Delivery

How will my order be sent?
We send our items using Royal Mail, you can select the service you would like at checkout. Large frames or stands will be sent by courier, and you will be contacted once the carriage price has been confirmed, for any extra payment due to the size or weight. Providing the items ordered are in stock, we would normally post your order within 5 working days. For project packs we aim to ship your order within 14 working days, this is in addition to the postage time you have selected at checkout. 

Overseas orders
We are now shipping to the USA, with more countries to follow shortly. We used Royal Mail Tracked and signed only for overseas. Buyers are responsible for any customs charges or import taxes that may apply in their country, and is also responsible for charges levied by their bank, PayPal or other debit/credit card provider for currency exchanges or purchases from the UK, if they are based overseas. For any queries relating to exchange rates or bank charges, please contact your bank or PayPal directly. We have no authorisation or control over these charges. Delays due to items being held by customs in other countries are not our resonsibility. 

How long will my order take to arrive?
It depends on the delivery services -  some customers choose first or second class shipping at checkout which is cheaper but generally takes longer and there is no tracking available. If you choose the Tracked and Signed shipping option either 24 or 48, this generally is quicker and there is tracking available, bt do allow for the processing times mentioned above - Tracked 48 does not mean you will get the package in 2 days, it means that once posted by us the Royal MAil aims to deliver within 2 days, but this is not always the case and we have no comtrol once the package has left us. 
UK items can take anywhere from 2 day to 4 weeks to arrive and for international items, and anywhere from 7 days to 10 weeks to arrive. Thank you for your patience. Providing the items ordered are in stock, we will post your order within 5 working days. For project packs we aim to ship your order within 14 working days which is separate to shipping estimate times. During periods of Royal Mail strike action, please note that these periods may be extended in the circumstances. 

How much does postage cost?
The costs depend on your location, the weight of your order and the current Royal Mail UK rates. Your shipping options will be displayed at checkout, after you enter your shipping address. For all international orders, we only use International Tracked and Signed. We offer 1st Class, 2nd Class, Tracked & Signed 24 and 48 on UK orders.

Where do you deliver?
At the moment we just deliver to UK but this will be changing shortly to Worldwide. We will be delivering to over 50 countries. Please be patient as we implement our new system. 

If I need to change / update the shipping address after placing an order?
If you have any open orders that have not been dispatched yet you must contact our Customer Service team at enquiries@willowfabric.com to update your shipping address. If your order has already been packaged up and processed for collection or already dispatched we are unable to amend the shipping details and your order will be shipped to the shipping address provided at the time of order. Please therefore contact us as soon as possible. If you update your shipping address on your account then this will only apply to orders made after the change.

How will I know my order has been shipped?
Once Royal Mail has collected your order then you will receive a shipping confirmation email to notify you that your order is on its way.

My order is showing delivered but it hasn't been delivered?
If you have paid for tracked shipping and your order is showing as delivered please check whether it has been left in a secure location. If, after checking, you are still unable to locate your package, then please contact us at enquiries@willowfabrics.com.