FAQ's
- WHEN WILL I RECIEVE MY ORDER?
We use Royal Mail for all our parcels and aim to have your order with you as quickly as possible. Processing times are different for each product so please check the estimated delivery time at the time of purchase.
As a guideline, UK orders take approximately 5-7 days to arrive and with international orders taking 7-14 days.
*These times are liable to changes due to the current ongoing issues with Royal Mail strikes. We will keep you updated should a problem arise.*
- HOW DO I PERSONALISE MY ORDER?
Where possible please add your personalisation in the boxes provided on the product page. If you experience any difficulty in doing this then please message, as above, BEFORE placing your order.
Please check your personalisation carefully as we cannot accept returns on personalised products. We print exactly what you write using a copy and paste system. Changes may be made within 24 hours of your order.
Please check your personalisation carefully as we cannot accept returns on personalised products. We print exactly what you write using a copy and paste system. Changes may be made within 24 hours of your order.
- I HAVE MADE AN ERROR ON MY PERSONALISATION. WHAT SHOULD I DO?
If you get in touch with us promptly and we haven't commenced work on your customised item, we can make changes to your order. Regrettably, if the item has already been produced, we won't be able to make any changes.
- DO YOU ACCEPT CUSTOM ORDERS?
We gladly accept custom orders. In fact, it's one of our favourite things! Please contact us with your fabulous ideas and we will will do our best to help.
Please be aware that custom orders will have longer processing and delivery times.
Please be aware that custom orders will have longer processing and delivery times.
- CAN I SEND AN ITEM AS A GIFT?
Yes, we can send your gift directly to the recipient along with your message on a card.
- DO YOU ACCEPT RETURNS & OFFER REFUNDS?
We are unable to accept returns on any personalised products unless they are faulty. In the event that you are unhappy with your Hey Willow & Co purchase please contact us at the earliest opportunity so that we can work on a resolution.
We accept returns on all non personalised products within 30 days of purchase.
We accept returns on all non personalised products within 30 days of purchase.
Please see our detailed returns policy for further information.
- HOW DO I CONTACT YOU?
You can message us via our website contact form or by email at hello@heywillowandco.com at any time of day, from any time zone and we will pick up your message as soon as we can. We aim to respond to all messages within 24 hours however, during busy periods this may take a little longer.
If a query should arise, wherever possible, please message us BEFORE you place an order as this will help us to prioritise any special requests.
If a query should arise, wherever possible, please message us BEFORE you place an order as this will help us to prioritise any special requests.
- WHAT ARE YOUR OPENING HOURS?
Hey Willow & Co is based in the UK and operates on GMT time zones. Our opening hours are 9am - 3pm, Mon-Fri.