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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.

Please visit our sister site www.ownleaf.com for help finding a funeral director, tips to lower cost and so much more.

Yes.

Engraving is priced at £84.99 and are laser etched into a bio-degradable bamboo nameplate. If you would like your nameplate engraved please contact us at support@thinkwillow.com with the following details:

1. Your order number

2. Name of the person the nameplate is for (e.g Robert John Smith)

3. Date of birth and death (e.g 1942 - 2017)

4. Short message (optional)

NOTE: Maximum of 75 total characters


Laser engraved nameplate example below

laser engraved nameplate

Yes. Our wicker coffins are tested for strength and supplied with a wooden base.

Our coffins are accredited by the industries leading safety bodies:

Yes.

Our cardboard coffins are accredited by the industries leading safety bodies:

The extremely sturdy multi-layered cardboard structure is tested for strength supporting a weight of 23 stone (146 kg) and then is fitted with an extra plywood base to match CCSA accreditation.The coffins accreditation number can be found on the base of each coffin.  

Yes.

Our coffins are supplied with a free 100% bio-degradable bamboo nameplate. Each nameplate is supplied blank, allowing for a written or engraved message.

No.

Willow is focused on saving you from any extra expense, this includes insisting that you engrave your nameplate. 

To satisfy the need for labelling the coffin, most customers choose to simply write any details or messages on the blank nameplate supplied with every coffin order. Your Funeral Director can also write on the nameplate on your behalf. 

Maybe. While we guarantee our coffins against body fluid leakage they are not suitable for to hold a person that has been embalmed with a lot of fluid.  

Note: This limitation is due to the varying amount of fluid each Funeral Director applies during the process of embalming.

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.

Coffins are delivered in 2-3 working days. If you have an emergency we maybe able to deliver faster, please contact our support team on 0800 368 7443 or email us at: support@thinkwillow.com.

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

Yes.

When placing your order please supply your Funeral Directors information (name, address and telephone number) in the 'Shipping Details' section of our checkout.


Once you've placed an order with Willow your personal representative will call your Funeral Directors to confirm your details, alongside, the size of the person the coffin is for, plus any other special requirements.

Yes, Saturday delivery is priced at £49.99 

In order to request a delivery on a Saturday, please:

  • Contact us on support@thinkwillow.com or call (0)800 368 7443
  • Confirm that you or your Funeral Director is available to accept delivery on the requested day
  • NOTE: Missed deliveries are subject to a £39.99 re-processing fee. 

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.

Letting your Funeral Director know you've ordered from Willow is helpful, however, your personal representative will call your Funeral Directors to confirm your details, alongside, the size of the person the coffin is for, plus any other special requirements.

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.

If you are entitled to a refund we will refund you on the payment card you used to pay for the order. We will be unable to refund the delivery charge.


Refunds for products purchased under any promotional offer will be based on the terms of the promotional price paid.

About Willow

Having experienced friends and family struggle to pay for a funeral, the founders of Willow were inspired to make a change in the funeral industry. Our mission is to offer unmatched affordability and advice directly to the public, to achieve this we have some simple rules:

1. Customer care comes first

Every funeral should should match the organisers expectations. Once you’ve purchased a product from Willow we'll call you to make sure you and your funeral director (if you’re using one) are happy with our service.


2. Pay less get more

We believe eco-friendly funerals should be a sensible option for everyone. Willow offers a small selection of trusted products that are environmentally friendly, affordable and where possible, support local UK businesses.


3. Simplicity saves time

Organising a funeral can be stressful. That’s why you receive dedicated support from a Willow representative to see you through your purchase. Feel free to call us on (0)800 368 7443 to ask any questions.

Yes.
Willow was featured in a Guardian article highlighting the UK companies looking to improve funeral care and end of life services through technology. Check out the article here.