Delivery & Returns


Please be extra careful when selecting your options and any personalisation, once the order is processed errors made by the buyer will not be corrected by us

If anything needs to be corrected  it must be done within 5 hours of the order, this includes cancellations as the automated ordering platform puts them into the production system after 5 hours and design files are created.

This is due to the bespoke nature of everything we produce.


Please allow up to 14 working days to produce personalised items we then use First Class registered post taking 1/2 days, International Airmail takes longer.

Please note we strive to be quicker than this but during particularly busy periods it can get to 14 working days.

Pleas also allow us an extra few days during the Covid pandemic as there are staff shortages all Around so hand made bespoke items can take a little longer. 

WE are able to fast track a small number of items each week so if you have a special request please ask.

UK Delivery

All items will be posted the day after manufacture through Royal Mail. If you would like to get in contact about the status of your order or require proof of delivery, then please get in touch at UK delivery is priced at £2.90 for the first item, with each additional item charged at £1 per item.

Worldwide Delivery

We offer delivery worldwide for any item in the store. All orders sent out within 2 working days of manufacture, but please note international orders can take a little longer. Prices start from £8.90 for the first item, with each additional item charged at £1 per item. Any questions, please get in contact at

Returns & Replacements

Since each item is personalised with your inscription, we cannot accept returns for refund unless the item is faulty in which case it will be replaced with the same or a alternative can be chosen, any issues with quality should be reported to us no later than 7 days from date of receipt.

  • As per English law, the goods cannot be returned because they were made according to your specifications or were personalised by you.
  • In the unlikely event of a manufacturing fault, it will be repaired or replaced free of charge.

Leather Cases

Our leather cases are handmade not machine stamped, they are made from genuine cow hide which is a natural product and can be subject to variations in texture as is the case with leather. These cases are not perfectly smooth and the creases and variations add to the character and natural look of the case. The cut outs around the device controls are also handcut not machine stamped

Faulty items

If you believe an item is faulty, please contact us at and we'll get that replaced for you.

Wrong item

In the unlikely event, the item you received is not what you originally ordered please contact customer services, we will then advise on how to proceed with the return. We will cover postage costs for our error.

Terms and Conditions

Welcome to the WILLOW OF LONDON website (“Website”) terms and conditions. Please read through them carefully before placing your order or before using the Website. By using this Website and/or placing an order you agree to be bound by the terms and conditions set out below. Please also read our Privacy Policy Statement regarding personal information provided by you.  The terms "we", "us" and "WILLOWOFLONDON" are to WILLOWOFLONDON Limited trading as WILLOWOFLONDON.

Before placing an order, if you have any queries relating to these terms and conditions, please contact our customer services on  Please note: once your order has been confirmed, we will not be able to make any changes to that order.


We may change these terms from time to time without notice to you. Changes will apply to any subsequent orders received. In addition, your use of this Website after such changes have been posted constitutes your acceptance of and agreement to such changes.


What information do we collect?
We ask for your name, telephone number, home address, email address and age for competitions, sweepstakes, or newsletters or personal shopper sign ups. When a purchase is made on our site, in addition to the above, we also ask for delivery address, and payment method details. We may obtain information about your usage of our Website to help us develop and improve it further through online surveys and other requests.

What the data will be used for?
Your data will enable us to fulfil your order, to notify you about important functionality changes and for statistical or survey purposes to improve this website and our services to you. We may also send you from time to time (by email or post) information about products and services and details of promotions from Willow Of London.

•    All email messages and email newsletters will contain information on how you can unsubscribe
•    or send us an email

 In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud.