Delivery FAQs
How much is delivery?:
We offer two types of delivery: a Royal Mail 48 hour option at £3.99 (free for mainland UK orders over £75) and DPD Next Working Day Delivery (working days only) at £7.50 for most parts of mainland UK.
Please note that you will need to place your order by 12pm 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.
For delivery to Northern Ireland or Republic of Ireland, please order from www.willowacademyireland.com
How long will it take to dispatch my order?
Orders placed by 12pm will be dispatched the same day Monday-Thursday. Orders placed after 12pm will be dispatched the following working day.
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 offer E-file servicing?
TNBL offer servicing and repair of all Willow E-file machines, you can book your machine in here:
Willow E-file Prime:
https://www.tnbl.co.uk/willow-prime-efile-service-hand-piece-p6888
Willow E-file Pro:
https://www.tnbl.co.uk/willow-pro-efile-service-hand-piece-p7143
Do you deliver internationally?
We currently deliver to the US, Canada, Australia and New Zealand. Please email sally@willowacademy.com for more information.
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 customs free at:
www.willowacademyireland.com
Do you charge VAT?
UK orders will be subject to VAT at checkout. 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 sally@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 sally@willowacademy.com.
Damages and issues
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.
Unfortunately, we cannot accept returns on gift cards.