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Frequently Asked Questions | Think Willow

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Frequently Asked Questions

Your Funeral Director should accept coffins purchased from 3rd parties including Willow. If your Funeral Director is refusing to accept a coffin please contact us at support@thinkwillow.com and we'll suggest a Funeral Director local to your area.

Yes.
If you wish for your coffin or flowers to be sent to your home address or a Funeral Directors address simply supply the appropriate details in the 'Shipping' section of our checkout.

PLEASE NOTE: Orders sent to home addresses will be delivered between 9am-5pm on the confirmed delivery date. Please make sure someone is home to receive your order.

Delivery is free of charge and included in the total price of your coffin or flowers.

After you've ordered from Willow we'll take 3 simple steps:

1. If your order is being shipped to Funeral Directors, we'll give them a call to confirm: 

  • The coffin you have purchased is a suitable size 
    Often a persons height and width can vary after death so we'll double-check to make sure your order is appropriate.

  • The shipping address Funeral Directors is correct
    Sometimes a Funeral Director mortuary is in a different location to the Funeral Director address. We'll call to make sure we are delivering your order to the right place.

  • We'll make sure your Funeral Director is aware of a delivery.
    We'll confirm your Funeral Director is available for the expected delivery date.

Willow takes pride in these extra steps to help process your order as smoothly as possible.


2. We'll confirm a delivery date with you
We'll send you an email to let you know when your purchase will be arriving. We normally deliver within 2-3 business days.


3. We'll contact you to make sure everything is as you expected
After your order has been delivered, we'll give you a courtesy email to make sure you're happy with the service and to gather any feedback. We'll do our best to make sure you are more than satisfied with your order.

Coffins

You have the right to cancel the purchase within 14 days of the transaction ensuring:

1. The goods are returned intact (i.e, not open and not unpacked). 
We would ask that the coffin is wrapped in its original packaging to protect it in transit.

2. All original delivery labels are removed.
We request that all original delivery labels (TNT) are removed.

Please note: Due to Health & Safety regulations, we cannot accept any returned coffins that have contained a deceased person.


Unless there has been a mistake on our part Willow will not cover the cost of returning goods.  Upon a return to us, a refund will be issued if the coffin is received in a re-saleable condition. The sum of money to be refunded will be reduced by the cost of shipping.

The cost of return shipping is £119.99 inc VAT


Flowers

You have the right to cancel your purchase before you receive the products or to return any Flowers to us within 7 working days after the date of receipt.


Please contact us at support@thinkwillow.com or (0)800 368 7443 to obtain a return number. Note this on a copy of the confirmation email you received when you placed your order and enclose these with the item(s) you want to return.



If any of the items are damaged, please contact us at support@thinkwillow.com or (0)800 368 7443 to obtain a return number. Please note this, the nature of the damage and your order number and enclose these with the item(s) you wish to return.