ABOUT US

 

Welcome to Willow and Mum

Welcome to Willow and Mum, an online retail store operated under the business name info@willowandmum.shop.

At Willow and Mum, our aim is to make online shopping straightforward, convenient, and enjoyable. We seek to offer thoughtfully selected products that combine usefulness, quality, style, and value. We understand that customers place their trust in us whenever they visit our website, submit personal information, or place an order. We take that responsibility seriously and work to provide clear product information, transparent policies, secure checkout options, and helpful customer support.

Our website is powered by Shopify, which provides the e-commerce platform that enables us to display and sell our products and services online.

Our Approach

We believe that a positive shopping experience begins with clear and honest communication. We therefore aim to:

• Describe our products as accurately as reasonably possible;
• Display current prices and applicable delivery information before checkout;
• Explain our shipping, cancellation, return, and refund procedures clearly;
• Protect personal information in accordance with applicable data protection law;
• Respond to customer enquiries professionally and within a reasonable time;
• Work constructively to resolve problems with orders; and
• Respect the statutory rights of customers in the United Kingdom.

Product photographs are provided to help customers understand the appearance and characteristics of an item. Colours may appear slightly different depending on a customer’s screen, device settings, lighting conditions, or manufacturing variation. Measurements and dimensions may also be subject to reasonable tolerances where products are manufactured or measured by hand.

Our Products

Our product selection may change periodically. We may introduce new items, modify existing product listings, or discontinue products according to availability, customer demand, seasonal considerations, supplier arrangements, or quality assessments.

We aim to ensure that all product descriptions, images, specifications, availability information, and prices are accurate when published. However, occasional typographical errors, technical errors, or supplier changes may occur. If we discover a material error affecting an order, we will contact the customer and provide an appropriate solution, which may include correcting the order, offering an alternative, or cancelling and refunding the affected item.

Nothing on our website is intended to exclude or restrict a customer’s statutory rights, including rights relating to goods that are faulty, damaged, not as described, or not fit for their usual or disclosed purpose.

Customer Experience

We want customers to feel informed before making a purchase. Customers are encouraged to read the product description, dimensions, materials, care instructions, compatibility information, and any warnings shown on the applicable product page before ordering.

After an order is submitted, an order confirmation is normally sent to the email address supplied during checkout. Customers should review their confirmation promptly and contact us if they believe that any information is incorrect.

Our standard delivery service is free for all orders. Estimated delivery is normally 15–20 days, subject to the detailed conditions in our Shipping Policy. Delivery estimates are not guarantees, but they do not affect any mandatory rights available under UK consumer law.

Responsible Retailing

We do not knowingly intend to mislead customers or conceal material information. Where a product has restrictions, special handling requirements, safety notices, age requirements, or material limitations known to us, we aim to communicate those matters in the product listing or during the purchasing process.

Customers must use products responsibly and in accordance with all instructions, warnings, care information, and applicable laws. Products should not be used for an unintended purpose.

Returns and Customer Rights

Customers shopping online in the United Kingdom will generally have a statutory right to cancel an eligible order within 14 days after receiving the goods. Certain products are excluded from the statutory cancellation right, including some personalised, perishable, hygiene-sensitive, sealed, and digital products.

Separate rights apply where goods are faulty, damaged, not as described, or otherwise fail to conform to the contract. Full procedures and applicable exclusions are explained in our Return and Refund Policy.

Contact Us

We welcome questions about products, orders, delivery, returns, refunds, privacy, or the operation of our website.

Business name: info@willowandmum.shop
Customer service email: info@info@willowandmum.shop

When contacting us about an order, customers should include their full name, order number, the email address used at checkout, and a clear description of the enquiry. Photographs may be requested when a customer reports a damaged, incorrect, or faulty item.

We aim to respond as soon as reasonably possible. Response times may be longer during weekends, public holidays, promotional periods, or unusually busy periods.

Thank you for visiting Willow and Mum and for considering us for your purchase.