Terms and Conditions
General Terms and Conditions
Last updated: 11 July 2026
These General Terms and Conditions apply to all purchases made through the website of Willow & Rose London, based at Meeuwenweg 19, Hengelo, and contactable at info@willowroselondon.com.
1. Application
By placing an order, you agree to these General Terms and Conditions, our Returns Policy, Shipping Policy, Payment Policy, Privacy Policy and Cookie Policy.
2. Product information
We make every reasonable effort to describe our products accurately and provide up-to-date information.
Colours may vary slightly depending on the screen or device used. Typographical errors, pricing errors and other inaccuracies may occasionally occur. No rights may be derived from obvious errors or inaccuracies.
3. Orders and payment
Orders will only be processed once full payment has been received.
The available payment methods may vary depending on the customer’s country or location. Customers are responsible for checking which payment methods are available to them at checkout.
4. Processing and delivery
Order processing time before dispatch is 1–3 working days.
The estimated delivery time after dispatch is 1–7 working days, depending on the delivery location.
Orders may be shipped directly by our supplier in China. Customs duties, import taxes or other charges may apply.
The stated timeframes are estimates. Delays caused by high order volumes, public holidays or customs procedures do not automatically entitle the customer to cancel the order or receive a refund.
5. Returns and cancellations
Please refer to our separate Returns Policy for all applicable conditions.
Once an order has been placed, it may not always be possible to cancel it before dispatch. Customers should contact us as soon as possible at info@willowroselondon.com if they wish to request a cancellation.
Customers are encouraged to contact us first regarding any delivery, product or refund issue before opening a chargeback or payment dispute.
Nothing in these terms affects any statutory rights the customer may have under applicable consumer law.
6. Liability
We are not responsible for loss or damage after the tracking information confirms that the parcel has been delivered to the address provided by the customer, unless otherwise required by law.
Customers are responsible for checking their delivery address carefully before completing an order.
To the fullest extent permitted by law, our liability will be limited to the purchase price of the relevant item.
Nothing in these terms excludes or limits liability where it would be unlawful to do so.
7. Intellectual property
All content on the website, including text, photographs, logos, graphics and designs, is owned by or licensed to Willow & Rose London.
This content may not be copied, reproduced, distributed or otherwise used without our prior written permission.
8. Complaints procedure
Complaints may be submitted in writing to:
We aim to respond within 5 working days.
For complaints relating to sizing, damage or product quality, please include clear photographs and a detailed description of the issue.
9. Governing law
These General Terms and Conditions are governed by the laws of England and Wales, unless mandatory consumer law requires otherwise.
Any disputes will be submitted to the competent courts of England and Wales, without affecting any mandatory rights a consumer may have under applicable law.