Promotional Code Terms & Conditions
Unless otherwise specified, promotional codes cannot be combined with any other discounts or offers.

Published promotional codes may be used on our website, by phone and (where applicable) in any Willow & Rowe retail spaces, unless stated otherwise (e.g. “online only”). Unless otherwise specified, each customer may use a promotional code / offer once.

Unless stated, delivery charges, gift vouchers and sale/clearance items are excluded.
Offers are not intended for resale or publication and apply only to personal orders. All orders are subject to acceptance under Willow & Rowe’s standard terms and conditions; orders deemed commercial may be excluded. Promotional codes are not valid on shipping. If a refund is issued for part of an order, the refund will be calculated proportionally. Codes may be redeemed only against in-stock items and cannot be held or extended beyond their expiry date. Minimum spend requirements apply to the order subtotal before shipping.

Discount codes cannot be applied retrospectively, nor can we refund the difference if a more competitive promotion is introduced after your purchase.

Willow & Rowe reserves the right to withdraw any promotion, offer or promotional code seven working days after publication. E&OE. 

Website / Phone Orders
When you begin the checkout process, we request your email address to tailor your shopping experience and assist with any issues.

To place an order, we require your name, email address, contact number and payment details. Without this information, we cannot process your order.

An order confirmation email acknowledges receipt of your order and/or payment; it is not an acceptance. We retain the right to contact you and issue a full refund should complications arise, including pricing errors, stock availability issues, or delivery charge discrepancies.

A contact number is requested so we or our delivery partners can reach you if needed. Unless you request otherwise, this may be shared with couriers or agents responsible for handling your delivery.

The contract between you and Willow & Rowe is complete once your order has been dispatched and delivered.

We may be unable to fulfil your order if:
- the product becomes unavailable
- your payment is declined

If there is an issue with your order, we will contact you via phone or email.

We reserve the right to reject any purchase at any time. We take reasonable care to keep your order and payment details secure; however, in the absence of negligence on our part, we cannot be held liable for unauthorised access by third parties.

Contract Cancellation
You are entitled to cancel your contract within 30 working days of receiving your goods.
If you wish to cancel before dispatch, please email hello@willowandrowe.com

If your order has already been sent, please follow our Returns Policy.

Product Pricing, Descriptions, Images & Estimated Arrivals

All prices are in GBP and include VAT at the current rate. Each product is sold subject to its description. We make every effort to ensure product details, pricing and descriptions are accurate at time of publication.

Information on the website may change without notice. Product imagery is for illustrative purposes; props shown are not included unless clearly stated.

ETA dates are provided as guidance and may change due to unforeseen delays. ETAs refer to arrival at our warehouse; please allow up to 7 additional days for processing. Overseas shipments may be subject to extended delays.

As stock levels update periodically, an item may sell out between order placement and fulfilment. If this occurs, we will contact you within 3 days with an alternative or a full refund.

Sale Item Disclaimer
Sale prices apply from the moment they appear online and cannot be applied retrospectively. Full-price items must be returned following the standard process and repurchased if the sale price is desired.

Sale quantities are limited. We do not take backorders for sale items. If a product sells out before fulfilment, we will contact you within 3 days with an alternative or a refund.

Payment
Payment is taken when the order is placed, not upon dispatch.

All prices include VAT where applicable. The total order cost includes product price(s) plus delivery. By purchasing, you confirm the payment card used belongs to you and has been validated by your card issuer. If authorisation is refused, Willow & Rowe is not liable for delays or non-delivery.

We may withdraw products or edit website content at any time. We may refuse any transaction or service at our sole discretion and are not liable for doing so.

To purchase from our website, you must:
- provide accurate personal and payment details
- be aged 18 or over
- provide a UK delivery address (no PO boxes, hotels or temporary addresses)
- use a valid card issued by a bank acceptable to us

By placing an order, you authorise us to carry out security checks where necessary, including validating card details or obtaining credit information.

We accept international credit card payment. We do not accept international payments online or by phone. Bank transfers may be possible - please contact Customer Service for assistance.

We cannot be responsible for any interest charged by your card provider while awaiting refunds.

Gift Vouchers & E-Gift Cards
Gift vouchers expire 1 year from the date of issue. Gift vouchers cannot be bought using promotional discounts and are non-refundable.

Copyright
All product names, text, imagery, graphics and website content are the copyright of Willow & Rowe Ltd. No content may be used without prior permission.

Trademarks
“Willow & Rowe”, the Willow & Rowe logo, and any variations thereof are trademarks of Willow & Rowe Ltd.

Product Disclaimer
Wood products: Wood may warp or expand when exposed to changes in heat or humidity. Avoid placing wooden items near radiators or sunny windows.

Handmade variation: Many items are handmade or crafted from natural materials; variations from images are to be expected and no two pieces will be identical.

Sunlight exposure: Upholstery and wooden furniture may fade if placed in direct sunlight for extended periods.

Lighting Products

Willow & Rowe provides a one-year guarantee on lighting items. During this period, we may replace the product, replace defective parts, or provide a credit note.

Guarantee service requires proof of purchase. Transport costs are not covered.

This guarantee does not cover:
- routine maintenance or wear and tear
- consumable components (bulbs, batteries, etc.)
- damage from misuse, incorrect installation, incompatible accessories, repairs by unauthorised persons, or external events such as power surges, water damage, or accidents

Product Availability
Many items are held in stock, though availability may fluctuate during busy periods.

Where items are out of stock, we aim to display an expected restock date where possible. You may register your email for restock notifications.