Shipping Policy
Shipping Policy
Thanks for shopping with Willow & Rose London. Below you'll find how we handle shipping, timelines, and what to expect once you place an order at www.willowroselondon.com.
Free Shipping
Every order ships free with Willow & Rose London — no minimum spend, no exceptions. It doesn't matter what your order totals or how much it weighs, shipping costs you nothing.
Where We Ship
Right now, we ship to:
- United Kingdom
Don't see your country listed? Get in touch with us before you order.
Order Cut-Off Time
We work to London time (GMT/BST) when processing orders.
- Place your order before 4:00 PM, Monday to Friday, and we'll start processing it that same day.
- Order after 4:00 PM, or over the weekend/on a public holiday, and processing begins the next business day.
Processing Times
We process orders Monday to Friday, public holidays excluded.
Typically, it takes 1–3 business days from when we receive your order to have it checked, packed, and handed off to our shipping partner.
During busier stretches — Black Friday, seasonal sales, holidays — this can run a little longer. If that happens with your order, we'll email you to let you know.
Delivery Times
Once it leaves us, expect delivery within 4–9 business days (Monday–Friday).
Estimated Total Delivery Time
| Stage | Estimated Time |
|---|---|
| Order Processing | 1–3 Business Days |
| Shipping Transit | 4–9 Business Days |
| Total Estimated Delivery | 5–12 Business Days |
These are estimates, not guarantees — actual delivery can shift based on destination, carrier, customs (if relevant), weather, holidays, or other things outside our control.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and related UK consumer law, where no specific date has been agreed, we'll get your order to you within a reasonable time, and always within 30 days of your order being accepted.
How We Ship
Orders go straight to the address you provide at checkout.
We partner with a network of logistics providers to keep delivery reliable — depending on where you are and what you've ordered, your parcel may pass through one of our partners or their local delivery network.
Willow & Rose London selects the carrier for each order based on destination, product, and what's operationally available at the time.
Tracking Your Order
As soon as your order ships, you'll get a Shipping Confirmation Email with:
- Your tracking number
- A link to track it directly
- An estimated delivery date
No confirmation email within 48 hours of ordering? Check spam/junk first, then email info@willowroselondon.com if it's still not there.
When Your Order Arrives
Give your parcel a quick check as soon as it arrives.
If it's damaged, already opened, or something seems to be missing:
- Flag the damage with the delivery driver if you can
- Photograph the packaging and any affected items clearly
- Email info@willowroselondon.com within 3 business days of delivery with your order number and the photos
The sooner you report it, the sooner we can investigate with the carrier and sort out a fix.
Parcels Not Collected or Refused
If your parcel comes back to us because it wasn't collected, delivery was refused without good reason, or the address was wrong, we'll email you to arrange either a reshipment (extra shipping charges may apply) or a refund under our Return Policy, where applicable.
Where the law allows it, we may deduct any shipping costs caused by an incorrect address, refused delivery, or a missed collection from your refund.
Lost or Missing Parcels
If your order hasn't shown up within the estimated window, start by:
- Checking your tracking info
- Double-checking the shipping address on your order
- Asking neighbours, reception, or checking any usual safe-drop spot
- Contacting the local carrier if tracking shows a delivery attempt
Still no luck? Email info@willowroselondon.com within 14 days of the ship date, and we'll open an investigation with the carrier, keeping you posted along the way.
If the parcel's confirmed lost, we'll sort out a fix — a replacement or a refund — in line with your statutory consumer rights.
Wrong Shipping Address
Getting the shipping address right at checkout is on you, the customer — we can't be held responsible for a delay or failed delivery caused by an incomplete or incorrect address.
Spotted a mistake? Email info@willowroselondon.com right away. If your order hasn't shipped yet, we'll do what we can to update it. Once it's shipped, we may not be able to change anything, and reshipping may come with an added cost.
Shipping at a Glance
| Criteria | Details |
|---|---|
| Shipping Cost | Free on every order |
| Currency | GBP (£) |
| Shipping Destinations | United Kingdom |
| Order Cut-Off Time | 4:00 PM London Time (GMT/BST), Mon–Fri |
| Processing Time | 1–3 Business Days |
| Delivery Time | 4–9 Business Days |
| Estimated Total Delivery | 5–12 Business Days |
| Delivery Method | Home Delivery |
Import Duties and Taxes
Depending on where you're located, local authorities may apply import duties, customs charges, VAT, or clearance fees.
These aren't included in our product prices or shipping costs, and they're the customer's responsibility. Customs rules vary by country, so we have no control over — or way to predict — these charges.
Getting in Touch
Email is the fastest way to reach us — info@willowroselondon.com — and we aim to reply within 24 hours.
Order questions, product questions, shipping, returns — whatever it is, email first, and include your order number if you have it so we can help faster.
Company Information
Store Name: Willow & Rose London
Company: Willow & Rose London
Address: Meeuwenweg 19, 7557 BE, Hengelo, Overijssel, Netherlands
Chamber of Commerce Number: 97381101
VAT Number: NL005266636B78
Email: info@willowroselondon.com
Phone: +31 6 57973680
For the fastest response, email us before calling.
Customer Service Hours
- Monday to Friday: 9:00 AM – 6:00 PM (ET)
- Saturday: 10:00 AM – 4:00 PM (ET)