What is Click and Collect?
Click & Collect is service that allows you to buy online and collect purchases in store. There are no delivery charges and no waiting around at home for the postman. We all hate the anticipating wait!
How long will I have to wait to collect the order?
Once the order is placed before 3 pm, the order will be ready for collection by 12pm the following morning. We will the pop you an email to confirm your order is ready for collection.
How long do I have to collect my stuff?
You have 7 days to collect your order after you’ve been notified. Need a bit more time? Simply call Willow’s rather delightful customer service team on +353 656891242 or email us email@example.com and just let us know.
Will I need to take anything with me when I go to collect my order?
We need to check you are who you say you are! So bring along your collection e-mail (on paper or on your Smartphone) and either your passport or your driving license (a credit or debit card with a valid signature, is also acceptable). These are the only forms of ID that will be accepted. Regrettably, we cannot accept Student cards, business cards etc. So please remember the correct bits you need to bring.
What if I am unable to collect within the 7 days?
That’s no problem at all, just let us know. Drop us an email to firstname.lastname@example.org or give the team a call on +353 656891342 and inform them of when you will be able collect the goods.
Can I elect somebody to collect the order on my behalf?
Not a problem, just notify the customer care team via the email you used when placing the order, stating who will collecting the order for you and as long as the person has thecollection e-mail (on paper or on their Smartphone) and proof of ID, they can happily collect your order.
What times can I collect my order?
Our store opening times are from 10-6pm, Monday – Saturday with Friday being the only exception as we open until 7 on a Friday. And during the summer months, we are open on Sundays so you can even pop into us then.
Can I try my purchase on instore?
Yes, of course you can. We have fitting rooms downstairs and lovely spacious private fitting rooms upstairs. A member of the team will be available to give you a hand should you require assistance or just an honest opinion. We are always here to help!
What if my purchase isn’t what I thought it would be?
Don’t worry, if you’re not 100% satisfied for any reason you can simply exchange the order for anything else in store or alternatively have your money refunded.
If you've returned home with your purchase you can either run it back to the store along with your invoice, or post it back to the online store following the instructions provided on your invoice.
Please remember that the period in which you are eligible for refund is 14 days from collection. It is our policy to refund the original form of payment, so we will organize a refund to the credit card, which was used as payment through our secure online Realex account. Please have a little peak at our Returns Policy for more information.
Please also note that any additional items purchased in store, or any items that have been exchanged for in store will then fall under Willow’s store returns policy which states that we will happily exchange any unsuitable items within 14 days or offer a handy gift card to the same value. Unfortunately, in this case we will not offer a refund on the order if it is unsuitable, only an exchange.
Finally, if you have purchased additional items or exchanged for new items in-store, these must be returned to the store and can no longer be returned to the online store.
Click & Collect Returns:
Willow likes to keep things simple, so the returns policy for our ‘click and collect’ scheme is the same as our regular online policy but with a few small things to consider.
1. You don’t always need to post unwanted items back to Willow. You will be able to return click and collect orders within 21 days of collection for a full refund. However, you will need to fill out your returns form as normal. Refunds will then be processed as per our normal online policy stated above.
2. To exchange goods instore please have your returns slip to hand, the returns code and the name of the item you wish to exchange. Any additional payment required will be processed instore. In the case of a refund of payment, it will be refunded within 30 working days but generally this is processed a lot sooner, depending on the bank.