Shipping policy

This Shipping Policy explains how orders placed through willowandmum.shop are processed, shipped and delivered.

Our shipping terms are designed to provide customers with clear information before purchasing.

Standard Shipping Cost: Free on all orders
Estimated Delivery Time: 15–20 days

For shipping enquiries:

Email: info@willowandmum.shop

1. Free Standard Shipping

willowandmum.shop provides free standard shipping on all orders.

Customers will not be charged a standard shipping fee for orders that qualify under this policy.

Any optional premium service that may become available in the future will be displayed separately before purchase and will not be added without the customer's agreement.

2. Estimated Delivery Time

Our estimated delivery period is:

15–20 days

The estimate is intended to cover the ordinary period required for processing, fulfilment, transportation and delivery under normal conditions.

It is an estimate and not an absolute guarantee of delivery on a particular date unless willowandmum.shop expressly agrees to a specific guaranteed delivery date.

UK online-selling rules generally require delivery within 30 days unless the trader and customer have agreed another delivery arrangement.

3. Order Confirmation

After an order is successfully placed, customers should normally receive an electronic order confirmation.

Customers should check that their:

• Name;
• Email address;
• Products;
• Quantities; and
• Delivery address

are correct.

Any error should be reported as soon as possible to:

info@willowandmum.shop

4. Order Processing

Orders are subject to payment verification, inventory availability and reasonable fraud-prevention checks.

An order may be delayed where additional information is reasonably required to verify a transaction.

If we are unable to fulfil an order, we will seek to notify the customer and provide an appropriate refund or other lawful resolution.

5. Dispatch Notification

Where tracking or dispatch information is available, customers may receive a shipping confirmation or tracking notification.

Tracking availability depends on the relevant shipping service and carrier.

6. Delivery Estimates

Although most orders are expected to arrive within the stated 15–20 day period, delays may occasionally occur.

Potential causes include:

• Severe weather;
• Courier disruption;
• Transportation congestion;
• Public holidays;
• High seasonal demand;
• Customs or border processes where relevant;
• Local delivery disruption;
• Incorrect or incomplete addresses;
• Security checks; or
• Circumstances outside our reasonable control.

Where a material delay occurs, customers may contact us for assistance.

7. Delivery Address

Customers are responsible for entering a complete and accurate delivery address at checkout.

This includes:

• Full recipient name;
• Street address;
• House or building number;
• Apartment or unit number where applicable;
• Town or city;
• Postcode; and
• Other information reasonably required by the carrier.

8. Address Changes

If a customer discovers an address error after ordering, the customer should contact:

info@willowandmum.shop

as soon as possible.

We will make reasonable efforts to assist, but we cannot guarantee that an address can be changed after an order has entered fulfilment or has been transferred to a carrier.

9. Incorrect Addresses

Where an order cannot be delivered because the customer supplied materially incorrect or incomplete delivery information, additional handling may be required.

Any refund, re-delivery or other resolution will depend on the circumstances and applicable consumer law.

We will not impose charges that were not properly disclosed or permitted by law.

10. Tracking Information

Where a shipment is trackable, tracking details may be provided electronically.

Tracking systems are operated by carriers and can occasionally take time to update.

A temporary lack of tracking activity does not necessarily mean that a parcel has stopped moving.

11. Split Shipments

An order containing several items may sometimes be shipped in more than one parcel.

Where this occurs, parcels may arrive on different dates.

The customer will not be charged additional standard shipping merely because an order is divided into multiple shipments.

12. Delayed Orders

If an order has not arrived within the estimated delivery period, customers may contact us at:

info@willowandmum.shop

We may review available tracking information and, where appropriate, contact the relevant carrier or fulfilment provider.

Customers retain any rights available under applicable law if delivery is not made within an agreed or legally required period.

13. Lost Parcels

If tracking information or a carrier investigation reasonably indicates that a parcel has been lost in transit, we will assess the matter and provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, the remedy may include replacement or refund.

14. Damaged Parcels

If a parcel arrives damaged, customers should contact us promptly.

Customers should, where reasonably possible, retain:

• The damaged product;
• The original packaging;
• Shipping labels; and
• Photographs showing the damage.

This information can assist with investigation.

However, reasonable evidence procedures will not be used to remove statutory consumer rights.

15. Delivery Marked as Delivered

If carrier tracking shows a parcel as delivered but the customer cannot locate it, the customer should:

• Check the delivery address;
• Check safe delivery locations;
• Check with other household members;
• Check with neighbours where appropriate; and
• Contact us if the parcel remains missing.

We will then review available information and determine the appropriate next steps.

16. Risk During Delivery

Where willowandmum.shop arranges the carrier, responsibility for the goods generally remains with the trader until the goods are delivered into the physical possession of the consumer or another person nominated by the consumer, subject to statutory exceptions.

17. Refused Delivery

Customers should not rely solely on refusing a parcel as a method of exercising a statutory right to cancel.

Where a customer intends to cancel an eligible purchase, the customer should clearly communicate that decision to:

info@willowandmum.shop

This helps us process the cancellation correctly.

18. Unclaimed Parcels

Customers are responsible for reasonably cooperating with delivery and collection procedures.

If a parcel is returned to us because it was not collected, we will assess the order once the returned parcel is received.

Any refund, deduction or re-delivery arrangement will be determined in accordance with the circumstances and applicable law.

19. International Fulfilment

Depending on inventory and fulfilment arrangements, an order may be shipped through domestic or international logistics channels.

Regardless of the fulfilment route used, customers purchasing through willowandmum.shop remain entitled to applicable UK consumer protections.

20. Customs

Where customs processing applies to a shipment, customs authorities may inspect or delay parcels.

We will not use customs processing as a basis for avoiding statutory obligations owed to UK consumers.

Any mandatory charge payable by a customer will be disclosed where required by law before the customer becomes bound by the purchase.

21. Cancellation Before Dispatch

Customers wishing to cancel before dispatch should contact:

info@willowandmum.shop

promptly.

We will make reasonable efforts to stop fulfilment.

If the parcel has already been dispatched, the customer may need to receive the parcel and follow the applicable cancellation and return procedure.

22. Returns

Shipping terms for returned goods are contained in our separate Return and Refund Policy.

For ordinary change-of-mind cancellations, customers may be responsible for direct return costs where permitted and properly disclosed.

For faulty, incorrect or non-conforming goods, return arrangements will be handled in accordance with applicable statutory rights.

23. Delivery and Statutory Rights

Nothing in this Shipping Policy restricts any consumer right concerning late delivery, non-delivery, loss, damaged goods or other failures to perform a contract.

If a mandatory statutory rule provides a greater protection than this policy, the statutory rule takes priority.

24. Customer Support

For questions concerning processing, tracking, delivery or shipping:

willowandmum.shop
Email: info@willowandmum.shop