Shipping policy

Shipping Policy

1. Overview

This Shipping Policy outlines how Willow & Kole Limited ("we", "us", "our") processes and delivers orders. By placing an order, you agree to the terms below.

Please note: All furniture is handmade in our Hampshire workshop using reclaimed materials

2. Processing Times

  • Standard items: Orders are typically processed within 8–10 business days.
  • Custom/bespoke items: Processing times vary depending on the project and will be communicated at the time of order.
  • Orders are not processed on weekends or public holidays.

3. Shipping Methods and Delivery Times

Once your time is made, we use trusted courier services to deliver your items safely.

Estimated delivery times:

  • UK Standard Delivery: 2–5 business days
  • International Delivery: 5–15 business days depending on location

Please note that delivery times are estimates and not guaranteed.

As all furniture is handmade to order, delivery times for bespoke pieces are longer and confirmed at the time of order.

4. Shipping Costs

  • Shipping costs are calculated at checkout based on size, weight, and destination.
  • Custom or large items may require a bespoke delivery quote.
  • Any additional fees (e.g., remote area surcharges) will be communicated before dispatch.

5. Custom and Large Item Deliveries

  • Large furniture or bespoke pieces may require:
    • Specialist courier services
    • Pallet delivery
    • Scheduled delivery appointments
  • Customers must ensure adequate access to the delivery location.
  • Additional charges may apply for difficult access (e.g., stairs, narrow entryways).

6. International Shipping

  • We ship internationally where possible.
  • Customers are responsible for:
    • Customs duties
    • Import taxes
    • Any additional fees imposed by their country

We are not responsible for delays caused by customs processing.

7. Order Tracking

  • Once your order has been dispatched, you will receive a tracking number (where available).
  • It is the customer’s responsibility to monitor delivery updates.

8. Delivery Issues

  • If your order has not arrived within the estimated timeframe, please contact us at info@willowandkole.co.uk
  • We will liaise with the courier to resolve any issues.

9. Damaged or Lost Items

  • Please inspect your order upon delivery.
  • Any damage must be reported within 48 hours with photographic evidence.
  • Lost items will be investigated with the courier before a replacement or refund is issued.

10. Incorrect Address

  • Customers are responsible for providing accurate shipping information.
  • We are not liable for orders shipped to incorrect addresses provided at checkout.
  • Additional charges may apply for re-delivery.

11. Collection Option (if applicable)

  • Customers may choose to collect their order from our workshop - please contact us at info@willowandkole.co.uk if this is your preference.
  • Collection times must be arranged in advance.

12. Contact Information

If you have any questions about shipping, please contact:

Willow & Kole Limited
Email: info@willowandkole.co.uk

Last updated: 4th May 2026