Spotty Willow

Order & Delivery Information

Prior to completing your order with Spotty Willow, you will see estimated dispatch is around 7-10 Working Days. However during busy periods this time can and will increase with demand. This is due to each piece being handmade to order with a set amount of drying/curing time required, along with sanding to reach the best possible finish and final quality control checks. Please note Graffiti Pieces require additional time due to the hand finish. Once your order is placed it will be cast within that day or the following working day. Therefore please ensure your order is correct before checkout, as emails can take up to 48 hours to be seen. No refunds will be given as they are made to order items. Working days are Monday to Friday excluding bank holidays and any private holidays that may be taken.

Tracking

Once your order is ready and has been dispatched, you should receive an email with confirmation of this along with tracking details and your reference from the courier company. Please check your chosen email along with junk mail. Again please ensure all delivery details are correct prior to checkout as the order will be shipped to the exact name and address provided. Any errors are the sole responsibility of the customer and no refund will be issued after dispatch following an error at the point of order.

Missing Goods

In the event of goods not arriving 5 working days after dispatch email from courier company. Please contact us so we can immediately take control of this problem for you as part of our bespoke service. Please allow up to 48 hours for a response to your message. Please include as much information as possible to prevent further delay. This will enable us to make contact with the courier company to raise the issue. their investigations can take up to 10 working days before an answer is received. It is the sole responsibility of the customer to track delivery. We do not track items once handed over to courier company.

Damaged Goods

In the event of goods arriving damaged upon delivery please immediately contact us. Providing clear images of damaged parcel and goods. It is the sole responsibility of the customer to report any problems upon receipt of delivery. Any delay will prevent a replacement being cast. Once this information is received your replacement will be cast not refunded.

Failed Delivery

Each parcel will be attempted to be delivered on more than on occasion by the courier. If on these attempts delivery is still unsuccessful. The courier will hold the parcel for a number of days to give you the opportunity to collect from them directly at your local depot. You will need proof of ID for this. Failure to collect your parcel in time will result in the parcel being returned directly to Spotty Willow and therefore will require additional postage charges to repost. Refunds will not be issued.

Returns

Returns are only accepted following a line of enquiry, reporting the issue at hand in compliance with our damaged good policy. Following an investigation only then will an outcome to a replacement be authorised.