Delivery and returns

How to order

Some of my pieces are in my shop on The British Craft House (opens in a new tab), where you can buy and pay online. To order anything else, ask about a workshop or start a commission, send me a message through the enquiry form or call me on 07359 187850. I will confirm the price, the delivery cost and how to pay before anything is made or posted.

How I pack your order

Every sculpture is carefully handmade and individually packaged so it arrives safely. I use sturdy, protective packaging and, where possible, recyclable materials, so your willow arrives in excellent condition with less waste.

Delivery

• I use Royal Mail Tracked 48 wherever possible, depending on the size and weight of your order.
• Every parcel is tracked, and you will receive the tracking details once your order has been dispatched.
• Orders are usually dispatched within 2 to 5 working days, unless stated otherwise for bespoke or commissioned pieces.
• Royal Mail Tracked 48 aims to deliver within 2 working days of dispatch. Delivery times are not guaranteed and can occasionally take longer.

Larger sculptures

Some larger or more delicate sculptures cannot go by Royal Mail because of their size or shape. For these I use a trusted courier. Any extra delivery cost is agreed with you before dispatch.

If you have a question about delivery, a larger commission or the cost of sending it, please get in touch before you order.

If something arrives damaged

If your piece arrives damaged, faulty or incorrect, please contact me within 48 hours of receiving it. Email littlebarnwillow@gmail.com with:

• your name and the piece you ordered
• a description of the problem
• clear photographs of the item and the packaging

Once I have looked at the details, I will arrange a replacement, a repair where possible, or a refund.

Returns

I accept returns on items that are not personalised or bespoke within 14 days of delivery, as long as the item is unused, in its original condition and, where possible, in its original packaging.

To request a return, email me with the reason, and clear photographs if the item is faulty, damaged or incorrect. Please wait for me to approve the return before sending anything back, and I will send you instructions.

Return postage is paid by you, unless the item is faulty, damaged or was sent in error.

Commissions and bespoke pieces

Because commissioned work is made for you, commissioned, personalised and bespoke pieces cannot be refunded or returned unless they arrive damaged or faulty.

While I make your piece, I consult you at agreed stages and ask you to approve the design and progress before I carry on. That way the finished piece is what you expected before it is completed. Once a commissioned piece has been approved and completed, I cannot offer a refund unless it is damaged in transit.

Refunds

Once your return has arrived and I have checked it, I will let you know the outcome. Approved refunds go back to your original payment method within a reasonable time.

The original delivery charge is not refunded, unless the return is because of my mistake or the item is faulty.

Cancelling an order

If you need to cancel, please contact me as soon as possible. Orders can be cancelled free of charge before they have been made or dispatched. Once work has started, or the order has been posted, it may no longer be possible to cancel.

Commissioned, personalised and bespoke pieces cannot be cancelled once I have started making them.