Customer Information

Customer Information


About Us

We at Willow Knits want our customers to be totally satisfied with our products and service. We welcome your comments and suggestions. Please email these to


We always do our best to show the colours of products as accurately as possible. However the printing process or your monitor can influence the way the colours appear. If you would like to see the exact shade, just ask us and we will send you a sample. 


Bespoke Products

If you do not see exactly what you want in our shop, please contact us - we may be able to make something especially for you.


Making a Purchase

Just follow the simple instructions in our Etsy shop.


How to Pay

Our Etsy shop uses Paypal or Etsy direct checkout to safely and securely process credit card transactions on our behalf. Using this system we have no access to your credit card information, we  simply receive a notification of the sale and take it from there.  


Postage and Packing

Postage and packing is set out in our etsy shop - it is generally free for UK customers and we make a charge for our overseas customers.



All overseas customers should bear in mind that any package arriving may be subject to local customs and duty charges, which the customer is responsible for.


Delivery Times

We use second class post in the UK and regular airmail for our overseas customers. We have an option to upgrade your shipping to a tracked service at an extra cost. We cannot guarantee delivery times.


Out of Stock Items

All items in our Etsy shop are in stock and ready to ship. 


Cancellations, Returns and Refunds

We want you to be completely satisfied with any product you buy from us.


However, if you are unhappy for any reason, please contact us immediately (by telephone or by email ). Then return the item to us in an unused condition within fourteen days of delivery (or twenty-eight days if outside  Europe). This does not affect your statutory rights. We do not pay the costs of your return postage.


Changing Your Mind - EU customers

Please note that you have the right to cancel your order within fourteen days of placing it or within fourteen of receiving your goods, whichever is the longer. If you do cancel, we will refund your payment on return of the goods to us. This does not apply to Bespoke Products. 


Bespoke Goods

As we will have produced these items to your particular specification, we regret that we can only accept returns if the item is faulty.


Faulty Goods

We take every care to ensure that are products are good quality, but if they should prove to be faulty, then we will replace or refund the value of the goods in full. In this case we will refund your postage costs.  


To return an item, please pack it securely, including a covering letter detailing the reasons for the return, and post it to:


Returns Department

Willow Knits

132 Willow Road







We aim to give you complete satisfaction with our products and service. If you are unhappy with any aspect of these, then please contact us, by telephone, fax, post or email. (go to Contact Us page for details).


Privacy Policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully in accordance with the Data Protection Act 1998 and the latest GDPR regulations.


We only collect information about you to process your order and provide to you with the best possible service. We will not pass on your email address or any other details to any third party.


We do not hold details of your credit cards.


The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.


If you have any questions or comments about privacy, then please contact us. 


Legal Matters

Contracts with our customers are subject to English Law.


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