FAQ

We accept credit and debit cards (Visa, Mastercard, Maestro, American Express), Apple Pay, Google Pay and Shop Pay. All payments are protected by SSL encryption.

Orders are processed automatically, usually within 24 hours on working days. If you’d like to make a change, email us as soon as possible. Once your order has been dispatched, it can no longer be cancelled, but you can return the item after you receive it in accordance with our returns policy.

Yes. Once you place your order, you’ll receive a confirmation email, followed by another email with a tracking number when your parcel is dispatched.

Delivery is free on all orders, with no minimum order value.

Orders are processed within 24 hours on working days. Average delivery time is 9 to 13 working days, as items are dispatched from our international warehouse.

Once your order has been dispatched, you’ll receive a tracking number by email, which you can use to check your parcel’s status at any time.

First, check your parcel’s status using the tracking number. If the delivery time has passed, email us at support@hazel-willow.com and include your order number – we’ll help as soon as possible.

Yes. You can return an item within 30 days of receiving it. The item must be complete, in its original packaging and show no signs of use. You also have a statutory right to cancel your order within 14 days without giving a reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Email us at support@hazel-willow.com and include your order number, the reason for the return, your first name, surname and address. We’ll send you the warehouse address to return the item to. Do not send the item to the sender’s address.

If you return an item because you’ve changed your mind, you pay the return postage costs (from £21). If the item is faulty, damaged or not as described, we’ll cover the return costs.

We issue refunds within 14 days using the same payment method you used for your purchase, with no additional fees.

Email us straight away and send photos of the item along with your order number. We’ll offer a replacement or a refund.

Email us at support@hazel-willow.com or use the form on the Contact page. We’ll reply as soon as possible.