Frequently asked questions

Choose Royal Mail Tracked 48 for £4 or Royal Mail Tracked 24 for £5 at checkout.

The postage service is separate from the time needed to make your order. Check the announcement bar at the top of the website for our current turnaround time.

Yes! Royal Mail Tracked 48 is free when your product total is over £60 after discounts, excluding postage. This is applied automatically at checkout. Orders totalling exactly £60 still have a postage charge. Orders containing two or more crates or any sign wider than 48cm are excluded from free shipping and use our normal postage rates. Tracked 24 remains £5. International shipping is quoted separately. See our discount terms and conditions.

Our current turnaround time is displayed in the announcement bar at the top of the website. This is the time needed to prepare your order before dispatch; delivery takes place afterwards. If you need an item for a specific date, please contact us before ordering so we can confirm whether it is possible.

Please contact us by email for an international shipping quote before placing your order. Include the products you would like, quantities and your destination country and postcode. Online checkout currently accepts UK delivery addresses only.

Once we add tracking details, you can find your reference and tracking link in your order history when signed in with the email used at checkout. If we email you a dispatch update, it will also include any tracking details we have added. If you cannot access your order history, please contact us with your order number.

Use the personalisation fields and choices on the product page. Please check names, spelling and your selections carefully before paying. If you have a special request that is not covered by the options shown, contact us before ordering.

We love creating custom designs! If you have an idea for something special, please email us at info@winterandwillow.co.uk to discuss your ideas. We will be happy to chat about what you have in mind and let you know whether it is possible before you place an order.

Please contact us as soon as possible with your order number and the change you need. For personalised orders, we will check whether work has started and confirm what is possible. For other orders, please see our returns policy below for your cancellation rights.

All our products are handmade to order. We do not accept change-of-mind returns on items that are personalised or made to your individual specifications. Please check your spelling, colours and other choices carefully before placing your order.

If your item is faulty, arrives damaged or does not match the details agreed in your order, such as an incorrect spelling or colour, please contact us with your order number, details of the issue and clear photos. We will work with you to resolve the issue, including a replacement or refund where appropriate.

Your statutory rights are not affected.

Yes! Choose “Local collection (arrange with us)” at checkout for free collection with no postage charge. Please contact us with your order number to arrange a collection location and time. Your order still needs to be made within our current turnaround time; please wait until we confirm it is ready and collection is arranged before travelling. If you need to check the collection location before ordering, get in touch first.

We are so sorry if your parcel has arrived damaged. We take great care to package and protect our products, but accidents can sometimes happen during delivery.

Please contact us within 24 hours of receiving your parcel with your order number, details of the damage and clear photos of the item and packaging. This helps us look into what happened and work with you to resolve the issue as quickly as possible.

If something else is wrong with your order, please get in touch for help with the next steps. The request to report damage within 24 hours does not affect your statutory rights.

You can contact us using our email contact form. For order enquiries, include your order number and the email address used at checkout so we can find your details.