1.0 Dispatch Schedule & Lead Times

We aim to dispatch orders within 1–2 working days of the order being placed.

Working days are Monday to Friday, excluding UK bank holidays. Orders placed during weekends or on UK bank holidays will normally be processed on the next working day.

During peak gifting seasons, such as November and December for Christmas gifting and June for Father’s Day, dispatch may take longer, approximately 2-3 working days. We will update our dispatch timescales as necessary so you can check the latest information before ordering. Where we anticipate significant seasonal delays, we will communicate this through the website or by email.

Our studio operates Monday to Friday, 8:30 am – 4:00 pm, excluding UK bank holidays.

Please note that dispatch time and delivery time are separate. Your selected delivery service begins once your order has been dispatched.

1.1 Delivery Services & Upgrades

Standard Delivery

Our standard delivery service is with DPD Local. Standard delivery costs £6.95 for orders under £100 and is free on orders of £100 and above to eligible mainland UK addresses. Delivery is usually the next working day after dispatch, but please allow 1–2 working days. Dispatch times are additional.

Saturday delivery is available at £9.95 for eligible orders and addresses. The free standard-delivery threshold does not apply to Saturday delivery. Sunday delivery is not available.

The delivery services available to you will depend on your delivery address, order contents and courier availability.

Where you select a particular delivery service, we will make reasonable efforts to meet the stated delivery timeframe. Courier delays outside our re-asonable control may occasionally occur.

Once your order has been dispatched, we will send you a dispatch confirmation with tracking information where available.

1.2 Presentation & Discreet Shipping

We want the experience to begin when your gift arrives.

All Willow & Bow gifts are carefully packaged for transit, with fragile items and glassware appropriately protected before being placed inside suitable outer transit packaging.

Our gifts are gift-safe: we do not place physical invoices or price information inside the gift. Order and payment information is provided digitally to the purchaser.

Our outer packaging may carry Willow & Bow branding.

1.3 Delivery Address

Please check that your delivery address is correct before completing your order, including:

• house or building number;
• street;
• town or city; and
• postcode.

We cannot accept responsibility for delays or failed deliveries resulting from an incorrect or incomplete address supplied by the customer.

If you realise that your address is incorrect, please contact us as soon as possible. We will do our best to assist, but once an order has entered the dispatch process we may not be able to amend or redirect it.

1.4 Delivery to Business, Hospital or Shared Locations

We can deliver to suitable residential and business addresses, subject to courier availability.

Where a delivery is made to a reception desk, concierge, workplace, hospital reception or another shared location, the customer should ensure that the intended recipient is aware that a delivery is expected.

Once a parcel has been accepted by an authorised reception, concierge or designated delivery point, responsibility for its onward delivery within that organisation may sit with the recipient or organisation.

Where alcohol is included, the delivery must still comply with our age-verification requirements.

1.5 Failed Delivery

If nobody is available to receive a delivery, the courier may attempt redelivery or provide instructions for collection, depending on the delivery service being used.

Because our gifts may contain alcohol, parcels containing alcohol cannot be left unattended or in a designated safe place.

If an order is returned to us following unsuccessful delivery attempts, we will contact you to discuss the available options.

Where the failed delivery resulted from circumstances for which the customer is responsible - such as an incorrect address, repeated failure to accept delivery or failure to complete required age verification — additional delivery or redelivery charges may apply if you request the order to be sent again.

We will explain any applicable charges before arranging redelivery.

Any refund arising from a failed delivery will be considered in accordance with the circumstances of the delivery and your statutory rights.

1.6 Delivery Areas

We currently deliver to eligible addresses within mainland England, Wales and Scotland.

Deliveries to Scottish Highlands and Islands, Northern Ireland and other remote locations may be subject to additional charges, delivery restrictions or longer delivery times.

If your address is outside our standard delivery area, please contact us before ordering and we will confirm whether delivery is available and whether any additional charges apply.

1.7 Alcohol & Age Verification

Willow & Bow sells alcohol only to customers aged 18 or over.

By placing an order containing alcohol, you confirm that you are aged 18 or over.

We operate a Challenge 25 policy. Where the recipient appears to be under 25, our delivery partner may request valid proof of age before handing over an alcohol-containing order.

Our delivery partners may also carry out age verification in accordance with their procedures and our licensing requirements.

The recipient must be aged 18 or over and must be able to satisfy the required age-verification check.

If appropriate proof of age cannot be provided, delivery of the alcohol may be refused and the parcel may be returned to us.

Alcohol deliveries cannot be left unattended, in a designated safe place or with a person who is under 18.

Current Home Office guidance states that businesses selling alcohol remotely should use appropriate age-verification measures and consider how verification will take place before alcohol is handed to the customer.

1.8 Delays Outside Our Reasonable Control

We aim to meet all stated delivery timeframes, but circumstances outside our reasonable control may occasionally cause delays.

These may include:

• severe weather;
• transport disruption;
• strikes;
• courier disruption;
• road closures;
• supplier failures;
• national emergencies; or
• other events that we could not reasonably have prevented.

Where we become aware of a significant delay, we will take reasonable steps to keep you informed.

Nothing in this section affects your statutory rights where delivery does not take place within an agreed timeframe.

1.9 Missing or Delayed Deliveries

If your order has not arrived within the expected delivery timeframe, or your tracking information appears to have stopped updating, please contact us at:

hello@willowandbow.co.uk

We will investigate the delivery with the relevant courier and work with you to resolve the issue.

Please contact us as soon as reasonably possible after the expected delivery date so that we can investigate promptly.

1.10 Delivery Dates for Gifts

If you are ordering a gift for a specific occasion, we recommend placing your order sufficiently in advance of the date it is required.

Please allow for both dispatch and delivery times when ordering for a specific occasion.

We cannot guarantee that a gift will arrive on a particular date unless the delivery service selected at checkout expressly provides for a guaranteed delivery date.

Contact Us

If you have any questions about delivery, please contact:

Willow & Bow
hello@willowandbow.co.uk