Frequently asked questions.

Browse our collections, select the items you would like, and add them to your basket. When you are ready, click the basket icon and follow the checkout steps. You will need to enter your delivery details, choose a delivery option, and pay securely. Once your order has been placed, you will receive an email confirming that we have received it.

No. You can check out as a guest. Creating an account is optional, but it allows you to track your orders, save your details for faster checkout, and start returns more easily.

Yes. Once your order has been placed, you will receive an order confirmation email. You will also receive a dispatch email with tracking details once your order is on its way. If you do not receive these emails, please check your junk or spam folder.

We aim to process and dispatch orders quickly, so if you need to change or cancel your order, please contact us as soon as possible at [email protected]. If your order has not yet been dispatched, we will do our best to amend or cancel it. However, changes are not guaranteed due to the speed at which orders are processed. Once an order has been dispatched, we are unable to change the delivery address, order details, or cancel the order. You can use our 30-day returns policy once the order has arrived.

We accept all major credit and debit cards, PayPal, and Klarna. All payments are processed securely.

Yes. Our site uses SSL/TLS encryption to help keep your details secure, and payments are handled by trusted payment providers. We never store your full card details on our servers.

All orders are charged in Pound Sterling (GBP).

We often restock popular products, although some items may be limited or discontinued. If something you love is out of stock, you can enter your email address on the product page to be notified when it is available again.

Some of our products are dishwasher and microwave safe, but this depends on the material and design of each item. Please check the individual product page before use, as some products are best washed by hand or may not be suitable for microwave use.

We take care in selecting our materials and suppliers. Many of our products use natural materials chosen for their quality, durability, and appearance. We are always working to improve how our products are made and packaged.

Wood and bamboo items, such as jar lids, trays, and serving boards, should be hand washed only. Do not put them in the dishwasher or leave them to soak. Wipe clean with a damp cloth, dry thoroughly, and occasionally treat with a small amount of food-safe oil to help keep them looking their best.

You have 30 days from delivery to return items, as long as they are unused, undamaged, and in their original packaging. We provide a free return label through our Evri ParcelShop Drop-off return system. If your item arrives broken, faulty, or incorrect, you will not need to return it. Please contact us within 7 days of delivery with a photo and we will arrange a replacement or refund where appropriate.

Start your return from our <a href="https://www.edenandwillow.com/shipping-returns">Returns & Refunds page</a>, where you'll find the 30-day policy, the return conditions and the link to the returns portal. Once your return is started, you'll be issued a printable label or an Evri ParcelShop QR code. Please make sure the item is securely packaged before returning it.

No, we provide a free return label through our Evri ParcelShop Drop-off return system. You can either print the label at home or use the QR code at a participating ParcelShop.

Yes. Our free return option is available only through Evri ParcelShop Drop-off. If you would prefer to arrange a collection or return your order using another courier, you are welcome to do so, but you will be responsible for the return postage cost. Please send returns to: Eden & Willow Unit G2 Long Eaton Industrial Estate Derbyshire NG10 1FY

Once your return reaches us, we will inspect it and process your refund to your original payment method within 5–7 working days. You will receive a confirmation email once your refund has been processed.

We are unable to offer direct exchanges. If you would like a different item, please return your original order and place a new order through our website. Please note that shipping charges may apply to the new order. If your item arrived damaged, faulty, or incorrect, please contact us at [email protected] within 7 days of delivery and we will arrange a replacement where appropriate.

If your item arrives broken or damaged, or there is an issue with anything inside your parcel, please contact us at [email protected] within 7 days of receiving your order. You will not need to return a broken item. Please send us a photo of the damage and we will arrange a replacement or refund where appropriate. After 7 days, please contact us anyway and our customer service team will review the best option for you.

Return labels are provided free of charge via our Evri ParcelShop Drop-off return system. However, original shipping charges are non-refundable if your order did not qualify for free shipping.

We offer two delivery options for UK mainland orders: Standard Delivery — £3.95, or free on orders over £49 Standard Delivery usually takes 2–5 working days from dispatch. Most orders arrive within 2–3 working days, but please allow up to 5 working days. Express Delivery — £5.95 flat rate Express Delivery usually arrives on the next working day from dispatch, provided your order is placed before the cut-off time. Orders placed before 4pm Monday to Friday, or before 1pm on Saturdays, are dispatched the same day. Please note that Express Delivery is not available to remote UK postcodes.

Orders placed before 4pm Monday to Friday, and before 1pm on Saturdays, are dispatched the same day. Orders placed after the cut-off time will be dispatched on the next working day.

Most Standard Delivery orders arrive within 2–5 working days from dispatch. Although many orders arrive within 2–3 working days, courier delays can occasionally happen, so please allow up to 5 working days before contacting us. All orders are sent fully tracked, so you can follow your parcel’s progress.

Express Delivery is usually delivered on the next working day from dispatch. To qualify for same-day dispatch, please place your order before 4pm Monday to Friday, or before 1pm on Saturdays. Express Delivery is not available to remote UK postcodes, as our couriers do not offer a next-day service to these areas.

Once your order has been dispatched, we will email you a tracking link so you can follow your parcel’s progress. If you have an account, you can also log in and view your order history.

We use Evri and DPD for our deliveries. The courier is selected by us based on the weight, value, size, destination, and operational requirements of your order. Customers are not able to choose a specific courier at checkout. Unfortunately, we are unable to send orders using any other courier.

No, we currently only deliver within the UK.

Yes, we deliver to remote UK postcodes, including parts of the Scottish Highlands and Islands, Northern Ireland, the Isle of Man, the Channel Islands, and the Isles of Scilly. Deliveries to these areas are charged at a flat rate of £6.95. Next-day Express Delivery is not available to these areas, as our couriers do not offer this service there. Full list of UK remote postcodes: AB30, AB31, AB32, AB33, AB34, AB35, AB36, AB37, AB38, AB39, AB41, AB42, AB43, AB44, AB45, AB46, AB47, AB48, AB49, AB50, AB51, AB52, AB53, AB54, AB55, AB56, BT, FK17, FK18, FK19, FK20, FK21, GY1, GY2, GY3, GY4, GY5, GY6, GY7, GY8, GY9, GY10, HS1, HS2, HS3, HS4, HS5, HS6, HS7, HS8, HS9, IM, IV1, IV2, IV3, IV4, IV5, IV6, IV7, IV8, IV9, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV29, IV30, IV31, IV32, IV33, IV34, IV35, IV36, IV37, IV38, IV39, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV50, IV51, IV52, IV53, IV54, IV55, IV56, IV57, IV58, IV59, IV60, IV61, IV62, IV63, JE2, JE3, KA27, KA28, KW0, KW1, KW2, KW3, KW4, KW5, KW6, KW7, KW8, KW9, KW10, KW11, KW12, KW13, KW14, KW15, KW16, KW17, PA20, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA39, PA40, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA50, PA51, PA52, PA53, PA54, PA55, PA56, PA57, PA58, PA59, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PH15, PH16, PH17, PH18, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH27, PH28, PH29, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH44, PH45, PH46, PH47, PH48, PH49, PH50, PO30, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, TR21, TR22, TR23, TR24, TR25, ZE1, ZE2, ZE3.

If you are not in when delivery is attempted, the courier may leave your parcel in a safe place, deliver it to a neighbour, or attempt delivery again on the next working day. If the parcel cannot be delivered after 3 attempts, it may be returned to our warehouse. Once it has been received back, we will process a refund.

Most Standard Delivery orders arrive within 2–5 working days from dispatch. If your tracking has not updated, or your order has still not arrived after 5 working days from dispatch, please contact us and we will look into it for you.

No, we do not currently deliver to BFPO addresses or PO Boxes.

No. All of our deliveries are within the UK, so there are no customs or import charges.