Shipping & Returns Policy

Everything you need to know about our shipping & returns policy

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 have the right to raise complaints to the EU Online Dispute Resolutions Platform.

Cancellations can be made at any time before despatch. We offer a 14-day cooling off period from the date of shipping, during which time you can contact our customer service team on (+44) 01228 404022 or via email shop@willowtreegift.co.uk to arrange a collection, at your cost. You then have 14 days to return the goods to us at Enesco Limited, Brunthill Road, Kingstown, Carlisle, Cumbria, CA3 0EN. A full refund will be given once the goods have been received by Enesco. 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.

We will keep you informed of any changes to the expected despatch date.

Shipping Costs

Orders to a UK address under £50 will be charged £3.95 carriage. Orders over £50 to a UK address will be shipped second class post with no delivery charge.
We are sorry, but we do not currently accept orders from outside of the UK.

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 and for 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.

COVID-19 notice: Please be aware that some deliveries may be delayed due to the backlog at the carrier which is out of our control.
We apologise if your delivery is delayed.

Returns

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 01228 404022. You have the right to raise complaints to the EU Online Dispute Resolutions Platform.

Cancellations can be made at any time before despatch. We offer a 14-day cooling off period from the date of shipping, during which time you can contact our customer service team on 01228 404022 or via email shop@willowtreegift.co.uk to arrange a collection, at your cost. You then have 14 days to return the goods to us at Enesco Limited, Brunthill Road, Kingstown, Carlisle, Cumbria, CA3 0EN. A full refund will be given once the goods have been received by Enesco. Faulty or defective goods will be collected and replaced at our cost.

Please obtain and retain a 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.

At Things Remembered, we stand behind our high-quality products, precise personalisation and exceptional service — we know how important every life moment is, and we’re honoured to be invited to be part of each of yours. If you’re not completely delighted when you receive your gift, call us on 01228 404022, and we’ll do everything we can to make it right.


Last updated 5th February 2020