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GENERAL:

Please provide a valid telephone number when ordering so if needed, we can contact you regarding your order & delivery. Please double check your delivery address before ordering, we will not accept any responsibility for incorrect addresses that are provided at the point of ordering. Please respond to any calling cards that are left by our couriers. If an item is not called for, and returned to us, you are reponsible for the original shipping costs, and a redelivery charge will apply.

We often charge less for postage and shipping than it actually costs us. If at any point you are required to pay a redelivery fee/returns charge, we will charge you our cost price - this may not be the same as what is shown on the listing. Heavier and Bigger Items are subject to higher delivery charges, please keep this in mind when requesting returns/re deliveries.

Once you've committed to buy, please make payment within 7 days otherwise your order will be canceled. Your order is not complete and stock is not assigned until payment is received so items can still be bought by other buyers. For card payments, select Paypal or call us on 0845 020 4225 to pay over the phone.

PAYMENT:

Paypal: The safest, quickest and easiest way to pay is through Paypal. You don't have to have a Paypal account. Just click pay now and select the Paypal option. You can either log in or just pay using a credit or debit card if you don't have an account.

Debit/Credit Card: You can pay by debit or credit card using Paypal. You don't need an account. Just select the Paypal payment method and put in your card details. Alternatively we can take a card payment over the phone. Just call 0845 020 4225 and we can take your details.

DAMAGED ITEMS:

In the unlikely situation that any items received by the customer are faulty or damaged, we will replace them. All damages must be reported to us via the eBay My Messages system within 3 Working Days from delivery.

ORDER CANCELLATIONS: REFUNDS:

Should it be necessary for us to cancel an order due to customer error, we will send an order cancellation request via eBay. This request must be accepted by the customer prior to any refund being issued. If the request is not accepted, we reserve the right to deduct a 12% administration fee from any refunds issued. Please understand that by placing your order, we have already been charged ebay fees and by accepting the cancellation we can recoup those funds and provide you with a full refund.

RETURNS POLICY:

LIVING WILLOW is not returnable and it is cut to order.

If you change your mind for any reason within 7 days of receiving your item, you can request to return your item for a refund. Please contact us via the eBay My Messages system. If required, we will provide a returns service - this will incur a collection charge. Collection charges start at £10.80, however larger and heavier items will incur more expensive return charges. Otherwise, you can arrange to return the item to us yourself. We recommend using a shipping service with tracking information so delivery can be guaranteed. 'MyHermes.co.uk', 'ParcelsPlease.co.uk', and 'Parcel2Go.com' offer cheap shipping services for retail customers. Original postage and packaging charges will not be refunded - as a business we have already paid this charge and cannot be responsible for customers errors or judgement.

FEEDBACK:

If you have any problems or questions about your order, please contact us before leaving feedback. We are always happy to help and will resolve any issues you have with your order. Message us through eBay or contact us directly by:

Tel: 0845 020 42 25

Fax: 0845 686 2600

Email: mail@waterwillows.com

Web: www.waterwillows.com


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