Where we deliver
We deliver to addresses in the United Kingdom only. We do not currently send orders overseas.
Please check your delivery address carefully before you pay. We send the order to the address you give us and cannot redirect a parcel once it has been posted. If a parcel comes back to us because the address was wrong or incomplete, or because it was not collected, we will ask you to pay the postage to send it again.
When your order is sent
Most of what we sell is made to order in our workshop. We aim to send orders within 3 to 5 working days of receiving them. Working days are Monday to Friday, not including bank holidays.
Personalised items, including engraved crystals, take 3 to 5 working days from the point you have approved your design or photograph, not from the day you ordered.
These are the times we aim for and not guaranteed dates. At busy times, or if we close the workshop for a holiday, it can take longer; when that happens we say so on the website before you order. If we cannot send your order within 30 days of your order date, we will tell you and you may cancel it for a full refund.
We send you an email when your order has been posted.
Delivery services and charges
Orders are sent by Royal Mail using a tracked service. The delivery options available for your basket, and the price of each, are shown at the checkout before you pay. The charge depends on the size and weight of what you have ordered and includes packaging.
Royal Mail Tracked 24 aims to deliver the next working day after posting and Tracked 48 within two to three working days. These are Royal Mail's aims, not guarantees, and they run from the day we post your order, not the day you place it.
Royal Mail may leave a parcel with a neighbour or in a safe place, or take it to a local collection point, in line with its own delivery practice. Once a parcel has been delivered to your address, to a person at that address, or to a neighbour or safe place under Royal Mail's procedures, it is your responsibility.
If your parcel does not arrive
If your order has not arrived within 7 days of the email telling you it was posted, please contact us with your order number. We will check the tracking and look into it with Royal Mail. If the parcel cannot be found we will, at your choice, send a replacement or refund you in full.
Royal Mail sometimes needs a few more days before it will confirm that a parcel is lost. We will keep you informed while we wait for its answer.
Damaged, faulty or incorrect items
We check and pack every order by hand. If something arrives damaged, is faulty, or is not what you ordered, please email us with your order number and a photograph of the item and of the packaging. Telling us within 7 days of delivery helps us put it right quickly and lets us claim from the carrier, but it is not a time limit on your rights.
We will repair or replace the item or refund you, as the law requires, and we will pay the reasonable cost of sending it back if we need it returned. Please do not throw the item or its packaging away until we have replied.
Handmade items vary a little from one to the next. Small differences in colour, pattern, finish or weight from the picture on the website, and the fine layer lines on a 3D printed item, are normal and are not faults.
Nothing on this page takes away your legal rights. If you are a consumer, you have rights under the Consumer Rights Act 2015 if goods are faulty, not as described or not fit for purpose. Citizens Advice (citizensadvice.org.uk, 0808 223 1133) can tell you more.
Changing your mind
If you buy from this website as a consumer you can cancel most orders, without giving a reason, at any time up to 14 days after the day you receive the goods. Our page on personalised goods and your right to cancel explains this right in full, including a cancellation form you can use.
To return an order because you have changed your mind:
- Tell us you want to cancel within 14 days of receiving the order. Email us with your order number; you do not have to give a reason.
- Send the goods back to us within 14 days of telling us, to Willow Tree Crafts Ltd, Enterprise Works, Long Lane, Honley, Holmfirth, West Yorkshire, HD9 6EA. Please put your order number inside the parcel.
- You pay the cost of sending the goods back. We recommend a tracked service and keeping proof of postage, because the goods are your responsibility until they reach us.
- We refund the price of the goods, and the cost of the standard delivery you paid for, within 14 days of receiving the goods back or of you sending us proof that you have posted them, whichever is sooner. The refund goes to the payment method you used.
Please return goods unused, in the condition you received them and, where you can, in their original packaging. You may handle goods as you would in a shop to see what they are like. If they come back used, damaged or marked, we may reduce your refund to reflect the loss in value, which can be up to the full price.
If you chose a faster delivery service than the cheapest one we offered, we refund only the cost of the cheapest.
Items we cannot take back if you change your mind
The right to cancel does not apply to:
- Goods made to your specification or clearly personalised, such as an engraved crystal made from your photograph, or anything carrying a name, wording or design you supplied or agreed with us.
- Bath and body and other cosmetic products once they have been opened or unsealed. We send them sealed and, for reasons of health and hygiene, cannot take them back unless they are faulty. A broken seal, or any other sign that a product has been opened or used, means we cannot refund it.
Bath and body and other cosmetic products that are still sealed and unopened can be cancelled within 14 days of delivery, in the same way as any other order.
These exceptions apply only to changing your mind. If any item is faulty or not as described, your legal rights are unaffected and we will put it right.
Exchanges
We do not run a separate exchange service. If you would like something different, return the original item for a refund as set out above and place a new order for the item you want.