Question 1

Can I leave a message with my order?

Accepted Answer

Yes, simply add your message to the customer comment box at checkout.

Question 2

I need an item urgently, what can I do?"

Accepted Answer

We guarantee to dispatch all items within one working day of placing your order and it will be sent via Royal Mail first class tracked or myHermes courier. If you need your item urgently please comment at the time of placing your order and we will endeavour to dispatch your order the same day (when possible) and opt for the fastest delivery.

Question 3

My item has not arrived on time, what should I do?"

Accepted Answer

Once your order has been dispatched you will receive a confirmation email. If the item has been sent via Royal Mail and is not received by the confirmed date, please check with your local depot. Occasionally items may be delayed by postal services, particularly during peak times. We guarantee that we will dispatch the item in time but unfortunately have no control over the postal system. Please be patient if this is the case and keep tracking your order. If you have any questions about your delivery please contact us on hello@willowandwaterhouse.co.uk.

Question 4

Can I cancel an order?

Accepted Answer

Once an order is placed online it will be dispatched shortly after. If you wish to cancel your order, please get in touch as soon as possible and within a few hours of placing your order. Any cancellations must be made before the item is dispatched.

Question 5

Can I return my item?

Accepted Answer

If you change your mind about your order, please notify us as soon as possible and return the item to us at your own cost within 14 days. We recommend using a tracked postal service. Returned items must be in the original packaging and be unused and in a resalable condition.

Question 6

My order is faulty, what do I need to do?"

Accepted Answer

If your item is faulty, please return it to us within 30 days of purchase to receive a full refund, or to have your item fixed or replaced. If an item has been approved to be returned, we will contact you with details to return your item via Royal Mail tracked service. 
 
Note that faulty jewellery corrected by another jeweller voids the 30 day warrenty period.

Question 7

My order is a gift, what do I need to do?"

Accepted Answer

We will happily giftwrap your jewellery and send it to your loved one with a personalised gift card. Just include your gift message and delivery address in the comment box as you check out.

Free & fast UK delivery

FAQs

Can I leave a message with my order?

I need an item urgently, what can I do?"

My item has not arrived on time, what should I do?"

Can I cancel an order?

Can I return my item?

My order is faulty, what do I need to do?"

My order is a gift, what do I need to do?"

Join our
mailing list

Free & fast UK delivery

FAQs

Can I leave a message with my order?

I need an item urgently, what can I do?"

My item has not arrived on time, what should I do?"

Can I cancel an order?

Can I return my item?

My order is faulty, what do I need to do?"

My order is a gift, what do I need to do?"

Join our mailing list

Join our
mailing list