Delivery Information

Every Willow Rose order is prepared and packed with care by our small family-run business in Bolton. The information below explains when your order will be dispatched, how it will be delivered and what to do if something goes wrong.

Order Processing

Most in-stock orders are dispatched within 1–3 working days.

Some products are handmade or prepared to order and require additional processing time. Where this applies, the longer dispatch time will be clearly stated on the individual product page.

Room and linen sprays made to order are normally dispatched within 5–10 working days.

Working days are Monday to Friday, excluding UK bank holidays. Dispatch times may be slightly longer during launches, sales, Christmas and other particularly busy periods.

If your order contains products with different processing times, the complete order will normally be dispatched when every item is ready.

Delivery Service

Most orders are sent using Royal Mail Tracked 48.

Royal Mail aims to deliver Tracked 48 parcels within 2–3 working days after dispatch. This is a delivery aim rather than a guaranteed service, and some postcodes may take longer.

Heavy parcels, liquids and products subject to carrier restrictions may be sent using a suitable alternative tracked courier. The safest appropriate service will be selected for the products contained in your order.

Delivery Charges

The available delivery services and charges will be displayed at checkout before payment is completed. Costs may vary depending on the weight, size, contents and destination of the parcel.

Tracking Your Order

When your order has been dispatched, you will receive a confirmation email containing your tracking information.

Please allow time for the carrier’s tracking system to update after receiving your dispatch notification. Check your junk or spam folder if the email does not appear in your inbox.

Checking Your Delivery Address

Please check that your name, house number, street and postcode are correct before completing your order.

If you notice an error, contact us as soon as possible. We cannot guarantee that an address can be changed after an order has been packed or dispatched.

Willow Rose Soap cannot accept responsibility for delays or failed deliveries caused by incorrect or incomplete address information supplied at checkout.

Delivery Delays

Occasionally, parcels may be delayed by severe weather, seasonal demand, industrial action or other circumstances outside our control.

If your tracking has not updated or your parcel has not arrived within a reasonable period after its expected delivery date, please contact us with your order number. We will check the tracking information and contact the carrier where appropriate.

Damaged Parcels

We carefully package every order, but damage can occasionally happen during delivery.

If your parcel or any item arrives damaged, please contact us as soon as possible and include:

Your order number
A description of the problem
Photographs of the outer packaging
Photographs of the damaged product
A photograph of the delivery label

Please keep the product and all packaging until we have responded, as the carrier may require this information.

Missing or Incorrect Items

If something is missing or you receive an incorrect item, please contact us with your order number and details of the problem. We will investigate and help put things right.

Need Help?

If you have a delivery question that is not answered here, please contact Willow Rose Soap through our Contact Us page. Include your order number if your enquiry relates to an existing purchase.