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
We offer free standard delivery on all orders to UK addresses. If you choose next-day delivery, the cost will be shown at checkout.
UK Delivery:
For a limited time only, all orders to a UK address are shipped via Evri free of charge when standard delivery is selected. Estimated delivery time is 3–4 working days*.
A next-day service is available from Monday to 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, allow 3–4 days. If you choose this service after 12pm on a Thursday, or on a Friday, Saturday or Sunday, your order will not be guaranteed for despatch until the Monday*.
*T&Cs apply. Shipping rates are 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 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 that are out of our control. We’re sorry if we’re late.
International Delivery:
We’re sorry, but we are now only able to deliver to addresses within the UK.
Recent changes to EU import rules mean that parcels sent from the UK to EU countries, including the Republic of Ireland, are now subject to additional duties and charges. We don’t want our customers facing unexpected costs when their order arrives, so we have made the difficult decision to stop delivering to the EU.
We have also stopped delivering to destinations outside Europe, as part of a wider review of our delivery services.
We’d like to thank all of our international customers for their support over the years. If you have a question about an order you’ve already placed, please contact our customer service team at shop@willowtreegift.co.uk, and we’ll be happy to help.
Last updated 6th November 2026.
