Goods are subject to availability. If a product is unavailable, we will issue a credit within 48 hours.
If you are not 100% satisfied with your order or subsequent service, please contact our customer service team on (+44) 01228 404022. You may have rights as a consumer in relation to a complaint: if you live in the EU see https://consumer-redress.ec.europa.eu/index_en; if you live in the UK see https://www.gov.uk/consumer-protection-rights.
Cancellations can be made at any time before despatch. You also have the statutory right to a 14-day cooling off period from the date on which your order is delivered (the date of the final delivery if delivery is made in instalments), during which time you can contact our customer service team on (+44) 01228 404022 or via this website by logging in to your account. You can also complete the cancellation form at the foot of this policy and return it to us by email (shop@willowtreegift.co.uk) or post. You then have 14 days to return the goods to us by post at Enesco Limited, Brunthill Road, Kingstown, Carlisle, Cumbria, CA3 0EN. A full refund of the price of the goods and our standard delivery charge will be given once Enesco has received either the goods themselves or proof that they have been sent back. The refund will be made using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You are responsible for the costs of returning the goods.
Faulty or defective goods will be collected and replaced at our cost, in accordance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Please contact us using the details above.
Please obtain and retain proof of postage if returning your order. Failure to do so may result in your order not being refunded or replaced.
We will keep you informed of any changes to the expected despatch date.
Shipping Costs
Once you have added your items to your cart, you will find our Shipping Rates Calculator at the bottom of the cart page. This will provide an exact delivery cost to your address if you live in the UK/EU. Outside those areas, additional charges may apply.
UK Delivery:
Orders to a UK address under £10 will be charged £3.95 carriage. Orders of £10 or more will be shipped via Evri with no delivery charge, if standard delivery is selected. Estimated delivery time is 3–4 working days*.
A next-day service is available from Monday*—Thursday only and will be charged at £4.95; order before 12pm for next-day delivery to the UK mainland. For Northern Ireland, Aberdeenshire, the Scottish Highlands and Islands, the Isle of Man or the Isle of Wight, add an extra 24 hours; for the Channel Islands, it’s 3–4 days. If you choose this service after 12pm on a Thursday, Friday, Saturday or Sunday your order will not be guaranteed for despatch until the Monday*.
*T&Cs apply. Shipping rates valid until further notice. Enesco reserves the right to modify shipping rates at any time without prior notice. If you’re located in Northern Ireland, the Republic of Ireland, the Scottish Highlands, Aberdeenshire, the Channel Islands, the Isle of Man or the Isle of Wight, please allow an extra 24 hours for delivery. Although we’ll make sure to send your order on time, some deliveries may be delayed due to carrier backlogs which are out of our control. We are sorry if we’re late.
Overseas Delivery:
Delivery costs will vary depending on the ship-to address and carton weight and will be applied at checkout.
shop.enesco.co.uk delivers on a DDP (Delivery Duty Paid) basis to all European Union customers (at no extra cost to you). Estimated delivery time 4–6 working days*.
Europe — 4–6 working days. See separate rates per country.
ROW — 10–14 working days. See separate rates per country.
If you’re located in the United States please visit: www.enescogift.com
Unfortunately, we are not able to ship to the following areas at the moment:
Africa
Ascension Island, British Indian Ocean Territory, Eswatini, French Southern Territories, Libya, São Tomé & Príncipe, South Africa, South Sudan, St. Helena, Tristan da Cunha, Western Sahara
Asia
India (Ladakh), Israel, Palestinian Territories
Europe
Belarus, Russia, Svalbard & Jan Mayen, Ukraine, Vatican City
North America
Oceania
Christmas Island, Cocos (Keeling) Islands, New Zealand (Chatham Islands), Niue, Norfolk Island, Tokelau
U.S. Outlying Islands
South America
South Georgia & South Sandwich Islands
*Excludes Bank Holidays.
Last updated 24th September 2026.
