Providing your order has not yet been dispatched, we are happy to amend your order. Please email our team as soon as possible, and we’ll do our best to change your order on our system, including adding items, swapping items, or removing items completely.

No, you can’t pre-order items if they are listed as ‘out of stock’, however, please do email our team for an estimation of when your item will be available to order again in the future. 

If you have not yet received a dispatch confirmation for your order, please get in touch with our team as soon as possible letting us know that you want to cancel your order. We’ll respond to you within a few days and offer you a full refund.

No, we don’t offer custom sizes for our wicker baskets. However, please note that many of our handmade baskets are available in a range of sizes. If you need help finding a basket that fits your space perfectly, don’t hesitate to get in touch with our team - we’ll be happy to help you!

Yes! All the willow used to produce our basketware is sourced from fast-growing regenerating crops that are cultivated solely for this purpose, sustaining traditional farming methods without the use of chemical application. Our supply partner is one of the very few basketware manufacturers that have attained SEDEX (Supplier Ethical Data Exchange).

Yes, our outdoor baskets and garden baskets can be left outside! Like all outside items, your baskets will weather over time, particularly if your basket is exposed to extreme temperatures or wet weather.

No, height dimensions are only for the baskets themselves. If the handles are made from rope, they do offer a lot of flexibility and should be able to be tucked inside the basket to fit into a smaller space.

No. We don’t have gift cards available. However, if you’re looking for the perfect gift, our team will be more than happy to help, simply get in touch or explore the Gifting category on our website!

We aim to get all packages dispatched within 10 days of the order being placed. You will be notified of dispatch via email once your package has been passed on to our courrier.

Unfortunately we do not currently offer international shipping, although this is something we’ll be aiming to offer in the near future.

We only offer delivery to Northern Ireland at the moment.

We are able to ship most small and medium sized parcels to the channel islands, including Jersey, Guernsey, Alderney, and the Isle Of Man. We unfortunately may not be able to deliver large parcels. Please get in touch with our team if you’d like to check if we can deliver to you.

We’ll only be able to deliver smaller parcels to the Scottish Highlands, due to the limited delivery options. If you’d like to check with our team, we’d be more than happy to advise on alternative options.

Our courier offers automatic tracking on their website, simply input your order number online and it should let you know where it is in the delivery process plus the estimated date of delivery. However, if you haven’t yet received the right information, feel free to contact our team for updates on your delivery progress!

Providing your item is not yet used, and is still in the original packaging, you can return your item. We offer hassle-free returns providing it remains within the 28-day return policy. To start your return process, you can contact us at support@northernwillow.co.uk, where we will send you the relevant return address. Please refer to our Returns Policy for more information.

Once your return request has been approved by a member of our team, you’ll be sent the return address via email. Please return your item in its original delivery packaging to ensure the item doesn’t get damaged in transit. You are welcome to use a courier of your choice.

If your return request is approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If your refund is taking longer than expected, please email our team.

We don’t currently have a physical store, however, all of our items are available online with free delivery.