Terms and conditions

Below are the terms and condtions that apply to items purchased from our online shop , they are here to explain your rights and if you have any questions you are always welcome to contact us and we will be happy to explain how this works. .

  1. Orders - Purchasing  exisiting or new stock  items
  2. Commissions
  3. Shipping and delivery
  4. Refunds workshops
  5. Refunds artworks 
  6. Special offers
  7. Customer information
  8.  Limitations of liability
  9. Intellectual property rights
  10.  Changes to the general conditions 
  11. Waiver
  12. Governing law and disputes


General Terms and Conditions

These general terms and conditions apply when you place an order from Willow and Crafts  for artworks, art/ craft products, and workshops

By accepting these General Conditions, you confirm that you are at least 18 years old  and that you will comply with the General Conditions as detailed below

Please note Willow and Crafts currently operates within the United Kingdom and does not export items outside of the UK unless otherwise agreed.


1. Orders - Purchasing  exisiting or new back ordered stock  items

After placing an online order, you will receive an email of confirmation. This email does not confirm that we are able to process your order  When you purchase an item from  Willow and Crafts it is on the understading that as  the items are handmade and unique  and are not mass produced that they may vary slightly to the image  , if the items are out of stock and you have requested a item to be made in the same style photographs of large items will be sent to you in advance of dispatching the item  to check that you are happy  to go ahead.This website is accessable 24 hours a day, 7 days a week. Orders are usually despatched within 48 hours  of receipt  Monday - Friday  when in stock , Out of stock items, special orders  and back order will take longer and we will advise you accordingly

2.  Commissions 

Creating a bespoke piece of work is always an exciting experience and it may take some time to design the piece; once the proposal has been agreed.

A non-refundable deposit of  50% of the cost will need to be paid before the work is started.  You will be sent photographs and a mini film once the item is completed. The remainder of the fee will need to be paid before the item is posted. Please note should a situation occour that means that the work can not be completed  that is out of our control e.g., long-term illness or injury the full deposit will be reimbursed and the agreement will be cancelled. 

Please note that the creation of bespoke made to measure one under the   Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013  do not come under the standard consumer rights to be returned after they have been made unless otherwise agreed.

3 . Shipping and delivery –

Products in stock will be delivered at your earliest convenience. this website is accesable 24 hrs a day , orders are usually dispatched within 2-3 days  Monday - Friday  when in stock and after speaking to you to confirm  if there are an special delivery information that needs to be included , back orders will take longer and we will advise you when how long this will take.

Unless otherwise stated, the delivery cost will be added to the cost of the item.

The expected delivery time for an order is set out in the order confirmation. In case of a delay in delivery, we will inform you and continue to monitor the order. You may cancel the order if a delivery is delayed for more than 30 days and the delay is not due to you. 

Postal delivery –  depending on the delivery method, you may be required to pick up the order at a specific delivery point. You or your representative are required to do so within the time specified in the notification of delivery. If you do not pick up the delivery in time you may be charged a fee and the order may be sent back to us at your expense. If we need to resend you will be charged for the delivery.

Collection -personal delivery of large items may be possible if you live within 25 miles radius of Southampton. Fuel mileage may be charged (45p per mile).

Otherwise items will be sent by post or courier, prices for postage if aplicable will be listed at time of purchase,

Collection and local delivery options are also available for live willow plants for up to 15 miles when they are available

4. Refunds workshops 

Please read the cancelation and postponements page 

For all workshops purchased through other organizations, your agreement is with them so please refer to their terms and conditions of sale.

5. Refunds –   Artworks

Please note that this only applies to items  are already made or sold on back order and does not include  commissioned / bespoke artworks or sale items 

 a.Refunds on items cancelled before posting  

When an order is withdrawn by you, we will refund the price that you have paid for the products minus administrations costs that may have been incurred, such as charges made by a payment gateway.

b. Refunds on items that have already been delivered ( please note that this does not apply to bespoke or damaged  items ) 

  • You may return your order by notifying me asap and within  1 week from the date that the products was delivered. I will contact you to discuss and provide you with the address to post to .
  • The item must be returned in the same condition that it was received in; you must ensure that it has not been handled more than is necessary to determine its function or characteristics. 
  • Once the acceptance for the item to be returned has been made you must  return the item as soon as possible  and within  14 days fhe  rerurn 
  • Please note that you are responsible for the postage/ delivery cost 
  • You are responsible for the condition of the item/s during return shipment. We therefore strongly recommend that you use suitable packaging and use a  tracking service with compensation cover for the value of the item that you are posting and take photographs of the item  before packing it so that  you have evidence and can claim against the delivery company if it is damaged in transit.
  • We are not responsible for returned items which do not reach us, so please ensure you use an appropriate postage service which provides cover for lost items
  • Please note that because of the nature of the product we are unable to provide substitute goods  that are the same as the item that you purchased as each  item is unique  you will receive a refund,  you are then welcome to purchase a new item from the store or to be handmade to order if it not in stock.
  • Refunds will be made once the items are returned as set out above using the same payment  method , please note that  out of pocket expenses including charges made by the payment gateway and the initial postage cost will be deducted from the refund figure. If you wish us to provide you with the refund total before returning the item  please ask.


c. Refund on items that have been damaged during transit before you received it 

  • All items are sent by recorded delivery and are well-packaged if it is damaged during transit.  Please take photographs of the item and packaging as soon as it becomes clear that any damage has happened, and do not open any further. Please  contact us asap with details including photographic evidence to enable us  to contact the delivery company and start a claim  we will then advise you as to  what needs to be done next including  how to retun the item/ s 
  • Please note that because of the nature of the product we are unable to provide substitute goods  that are the same as the item that you purchased as each  item is unique  you will receive a refund,  you are then welcome to purchase a new item from the store or to be handmade to order if it not in stock

6. Special offers 

From time to time, we may, for specific products, offer more favourable conditions than those provided for in these General Conditions, for example, with regards to the extended right of withdrawal or free returns. Such more favourable conditions are valid only for a limited duration of time until the specific products are sold out and maybe cancelled by me at any time; on such occasions, General Conditions will apply without amendments.

We reserve the right to alter prices either up or down, including any variations to the VAT rate.

7 .Customer information  

You are responsible for the personal data that you provide to ensure that it is correct and complete. Please note that your data will be kept in accordance with the GPDR data protection regulations and  it will only be used to respond to an enquirey,  purchase an item or activity. and when contacting you with details etc relating to your purchase  and when contacting you with further details about attending a workshop and providing follow on details once the workshop has taken place. Once this has been completed your activities your  personal details relating to said activities will be deleted.

If you choose to subscribe to the mailing list your date is stored with email octopus  by signing up you have providee permission for your details to be used for that purpose for further details visit. https://emailoctopus.com/legal/privacy

8. Limitation of Liability 

Where applicable mandatory law does not provide otherwise, our liability is limited to direct damages. Under no circumstances are we liable for indirect damages such as loss of earnings, etc.

The Seller shall be under no liability for any failure to perform all or any part of its obligations under the Contract if such failure is due to an act of God, terrorism, strikes, lockouts, labour disturbances, or any circumstances that are out of their control.

Statute or any regulation of any government, public or local authority, delays or defaults of suppliers and subcontractors or without prejudice to the generality of the foregoing any other causes beyond the reasonable control of the Seller and this condition shall apply notwithstanding that it may conflict with any special condition.

9 .Intellectual Property Rights 

The Website and all its content is owned by us or our licensors and protected by intellectual property, copyright and marketing laws This means that trademarks, company names, product names, images and graphics, design, layout, and information on products, services, and other content may not be copied or used without our prior written consent.

10.  Changes to the General Conditions

These General Conditions at any time. We will then set forth the changed General Conditions on the Website and they will enter into force once you have accepted them (in connection with a new order through the Website or while browsing the Website).

11. Waiver 

We reserve ourselves for any image or typographical errors on the Website, such as errors in product descriptions, technical specifications, inaccurate prices, or incorrect information with regard to whether a product is in stock. We are entitled to rectify any obvious errors and, at any time, to change or update the information on the Website accordingly.

The images on the Website are for illustration purposes only, they do not guarantee to reproduce the exact number of products that you would receive at an order, nor the exact appearance, function or origin of the products.

13. Governing law and disputes

In the event of a dispute, we will strive to comply with any decision by the relevant consumer protection authorities.

Any dispute regarding the interpretation or application of these General Conditions shall be governed by and construed in accordance with the laws of the country and shall be subject to the non-exclusive jurisdiction of the court at the place of our incorporation. “Non-exclusive jurisdiction” means that you may bring a claim against us in another jurisdiction if provided by applicable mandatory law.