Frequently Asked Questions
Orders & Purchases
Do I Have to Buy a Coffin From a Funeral Director?
Do I Have to Buy a Coffin From a Funeral Director?
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.
What happens when I make an order?
What happens when I make an order?
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
A person's height and width may vary after death, so we'll double-check to ensure your order is appropriate. - The shipping address Funeral Directors is correct
Sometimes a Funeral director's mortuary is located at a different address from the Funeral director's office. We'll call to confirm we are delivering your order to the correct address. - We'll ensure your Funeral Director is aware of the delivery.
We'll confirm your Funeral Director is available for the expected delivery date.
2. We'll confirm a delivery date with you
We'll email you when your purchase arrives. We normally deliver within 2-3 business days.
3. We'll contact you to make sure everything is as you expected
After your order is delivered, we'll send you a courtesy email to confirm you're satisfied with the service and to gather any feedback. We'll do our best to make sure you are more than satisfied with your order.
Willow takes pride in these extra steps to help process your order as smoothly as possible
Are your coffins suitable for an embalmed person?
Are your coffins suitable for an embalmed person?
No. While we guarantee our coffins against body-fluid leakage, they are not suitable for holding a person who has been embalmed or refrigerated.
Do I need to contact my Funeral Director to let them know I’ve ordered from Willow?
Do I need to contact my Funeral Director to let them know I’ve ordered from Willow?
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.
What if my order is incorrect?
What if my order is incorrect?
We do our best to make sure every order is 100% accurate. If there are any issue please call us immediately on 0800 368 7443
Returns & Refunds
What is your returns policy?
What is your returns policy?
You have the right to cancel your purchase within 28 days of the transaction. To qualify for a refund, please ensure:
- The goods are returned in their original, unopened condition.
- The coffin remains in its original protective packaging to ensure safe transit.
- All original delivery labels have been removed from the outer wrap.
Important Health & Safety Note: In accordance with health and safety regulations, we strictly cannot accept the return of any coffin that has been used for the carriage of a deceased person.
Refunds & Logistics We want you to feel completely confident in your choice. If you wish to return your order for any reason other than an error on your part, we will issue a refund once the item is received in re-saleable condition.
If an item needs to be returned due to an ordering error, a return shipping fee of £149.99 (inc. VAT) will be deducted from your refund. This covers the specialist logistics required to transport these items safely.
How do I initiate a refund?
How do I initiate a refund?
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.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
How long does it take to process an order?
How long does it take to process an order?
Shipping typically takes 2-3 business days after your order is processed. If you have an emergency, we may be able to deliver faster. Please contact our support team on 0800 368 7443.
Do you deliver to Funeral Directors
Do you deliver to Funeral Directors
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, we will call your Funeral Directors to confirm your details, alongside the size of the person the coffin is for, plus any other special requirements.
Do you deliver to Residential Addresses
Do you deliver to Residential Addresses
Yes. If you would like your order delivered to your home address or a Funeral Director's address, please provide the appropriate details in the 'Shipping' section of our checkout.
PLEASE NOTE: Additional fees apply to shipping to a residential address.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.