Delivery FAQs

 

How much is delivery?:
We offer different types of UK delivery:

• Royal Mail 2-3 working days at £3.99 
• Royal Mail 1-2 working days at £4.99
• Free Royal Mail 2-3 working days for orders over £75
• DPD Next Working Day Delivery (working days only) at £7.50 for most parts of mainland UK
  
• Large item delivery for items that are larger or heavier (such as the Willow Pro Extract)

Please note that you will need to place your order by 1pm Monday - Thursday for same day dispatch. 

Please note that while most DPD Next Day Delivery parcels will arrive the next working day, Next Day Delivery is not guaranteed, we will aim to dispatch your order the same day but it can take up to two working days for delivery as immediate dispatch is not always possible. We will not be able to refund any delivery fees if expected timescales are not met - these are best efforts and actual delivery time is out of our control, we hope this is understandable.

For delivery to Northern Ireland or Republic of Ireland, please order from www.willowacademyireland.com
 
International delivery will be calculated at checkout, based on the volume of your order. 

 

How long will it take to dispatch my order?
Orders placed by 12pm will usually be dispatched the same day Monday-Thursday. Orders placed after 12pm will be dispatched the following working day. Please allow for extra time for dispatching your order in busy times such as sales and public holidays.

 

I forgot an item can I change or cancel my order?
Due to the efficiency of our packing system, no changes can be made to the contents of your order after it is placed and it's not possible to cancel orders once you have ordered. It may be possible to change the shipping address if changes are made quickly, please contact us for more information.

 

Do you deliver internationally?
Most items are available for delivery to the EU, US, Canada, Australia and New Zealand.  Please email hello@willowacademy.com for more information. However, there are some items that we cannot deliver internationally including:

• Ultra Cleanse
• Ultra Cleanse 2.0
• Ultra Cleanse Solution
  
• Spray & Go! 250ml
• Disposable Manicure & Pedicure Mats
• Willow Pro Extract

 

Please read carefully when placing international orders:
International customers (i.e. non UK or EU) will be required to pay taxes and duties on their orders. These are applied by the local customs authority in your country.

You will be responsible for paying customs charges directly to the customs authorities in your region, if it is applicable. The amount due will depend on the value of your order and the specific regulations of your country.

It is the responsibility of the customer to ensure these fees are paid upon arrival. If your parcel is returned to us at Willow HQ due to non-payment of the applicable customs charges, we will process a refund for your order and we will deduct the cost of the shipping and the return cost of the order from your refund. 

 

Northern Ireland delivery
Due to increasing prices, delivery to Northern Ireland was due to increase to £12 per parcel. To provide better value, we have established a dedicated website for Ireland and Northern Ireland: www.willowacademyireland.com

 

Delivery to Republic of Ireland
Ireland customers will be able to order at www.willowacademyireland.com

 

 
Do you charge VAT?
UK and EU orders will be subject to VAT at checkout. Other international deliveries will be subject to 0% VAT at checkout and you will be charged local rates by customs in your area. 

 

Returns Policy
We have a 14-day return policy for online sales, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unwrapped or unused and in its original packaging. You’ll also need to send your order number. If your item is faulty, Willow Academy will pay delivery costs of the return, you will need to pay for the return in all other circumstances. 

To start a return, you must contact us at hello@willowacademy.com to request a return. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at hello@willowacademy.com.

Damaged goods and issues on delivery
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 14 days have passed since we’ve approved your return, we will not be able to process your return. We cannot accept returns for Gift Cards.