FAQs

To place orders through our website you'll need to register your details and create an account. To do this, scroll to the very top of the page and in the top-right corner, above the Willow Direct logo, you'll see a button to Register, click the button and follow the instructions. If you've already registered with us, scroll up to the top and click on the button to Login.

If you can't remember your login email address and/or password, give us a call on 01629 823885 or email sales@willowdirect.com, to let us know. We can then reset your password for you so that you can access your online account and continue placing orders through the website.

As well as placing orders here on our website, you can also order by:
Email: sales@willowdirect.com
Telephone: 01629 823885
You can also visit our offices (by appointment only): Willow Direct, Ravenstor Road, Wirksworth, Derbyshire DE4 4FY

The minimum delivered order to a UK location is £100 nett.
The minimum delivered order to an EU or Rest of World location is £250 nett.

Yes, no problem! When creating an account on our website, simply enter zero ("0") in the vat box.

Once we know the exact date on which an item is due to arrive into stock, we can accept pre-orders. When all items become available we will despatch your entire order as soon as possible. If you would prefer to receive the available items in advance of anything currently out of stock, we can arrange a split delivery to any UK destination on orders with a minimum value of £250 nett.* Please contact us after placing your order if you wish to arrange a split delivery.

Delivered orders in excess of:
£500 (excluding VAT) receive an extra 5% discount
£1000 (excluding VAT) receive an extra 10% discount
£1500 (excluding VAT) receive an extra 15% discount
£2000 (excluding VAT) receive an extra 20% discount
For an order considerably higher in value than £2000 please contact us to discuss any further discounts that may be available.

Order online at www.willowdirect.com or email sales@willowdirect.com at any time, day or night, and we will respond as soon as we can, usually during office hours (Monday-Friday, 9am-5pm).

We understand not everyone requires a large quantity therefore we have low minimum order levels and flexible methods of either collection or delivery to meet your needs. Give us a call to discuss what you need and we'll see how we can help.

No, you can purchase any of our products individually, including those sold in sets.

We offer a next day delivery service to most UK mainland destinations. However, during exceptionally busy periods, such as the build-up to Christmas, next day delivery might not be possible. Please contact us for further information.

The minimum delivered order to a UK mainland location is usually £100 nett which will attract a handling and carriage charge of £15. The minimum free delivery order is £250 nett.

We are able to deliver to most international destinations, with the exception of the US or Canada*; however in our experience it is often cheaper for overseas customers to arrange their own courier services. Give us a call if you want to have a chat about it. Delivery surcharges may apply. You must provide us with your EORI number where relevant.

*At this time, we are unable to supply to the US or Canada. Sadly, our product liability insurers will not cover any of our products shipped to the US or Canada due to heightened litigation claims in those countries.

Yes. See our Returns Policy for more details.

If your order is damaged on arrival then please sign for it as such with the courier and let us know within 7 days. Please email a photo of the item(s) to sales@willowdirect.com together with your invoice number and a brief description of the issue. We’ll be in touch to discuss how we can best resolve the problem for you. See our Returns Policy for more details.

We aim to always have our products in stock but, due to the unpredictable nature of sales at certain times of the year, some lines may become unavailable for a short period of time. If a product is showing on our website, that's usually a good indicator that it's in stock. If you're looking to order a large quantity though, we recommend you contact us to check stock levels.

Yes, simply place your order, give us a call or email us to let us know your storage needs, and we will hold it for you until you're ready for it.

Yes, please note however that as Willow Direct Limited exports to the EU solely on a B2B (Business to business) basis & is not located within the Union, then our EU customers will be classed as the “importer” in relation to General Product Safety Regulation (GPSR) legislation. “The importer” has obligations under the new GPSR which are detailed in Article 11. You can copy & paste the link below for further information : https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=uriserv:OJ.L_.2023.135.01.0001.01.ENG

Our EU based customers will also be classed as the “importer” in relation to EU Deforestation Regulation (EUDR) legislation. We are happy that our pure “willow products” will not be subject to the EUDR legislation. We are in the process of checking all products in our range. It is thought that some of the Regulation content may change and as such we will continue to follow matters closely in relation to this.

By working closely with our supply partners we are able to offer you bespoke products, made-to-order, in a wide variety of materials and finishes. Let us know what you want and we'll let you know what's possible. Whether it’s a totally new concept, or simply modifying an existing product. From inception to completion we handle all aspects of made-to-order products, with the capability and expertise to take an idea or concept right through to production. We can also personalise each individual piece if required. Contact us at bespoke@willowdirect.com if you want to discuss an idea.

We can create the most amazing bespoke branding for you. We provide colour-printed and/or embossed leather labelling, printed ribbons, branded linings, the highest quality spray-painted stencil logos, branded leather or faux leather straps as well as our unique ‘signature’ metal plaques. Contact us at bespoke@willowdirect.com if you want to discuss an idea.

Accessories available include handles, straps, buckles, tags, luggage labels, tie-on name badges and ribbons - all of which can be personalised.

Yes we can embroider suitable materials and screen print or spray-paint exterior and interior surfaces.

We have an extensive range of packaging materials including natural wood-wool and coloured paper-shred, available in any colour you can think of. They provide an economical solution to all your protective packaging needs. We also supply cardboard outer boxes for hampers and shrinkable cellophane bags.

We offer both leather printing and paint stencilling, so that you can personalise individual items to your own specification.

Whatever your order size, we can personalise individual items.

Willow Direct use only the very highest quality autumn willow and a wide variety of finishes are available. Options include (but not exclusive of):
Full buff willow, which has had the natural tannin from the bark steamed into it;
Double steamed, which has been steamed twice to add a darker layer of colour;
Unpeeled willow, with the bark left on;
Dyed willow; which can be painted in a range of colours.

Our basketware is hand-crafted by artisans, who work from our factory in China.

We have an Ethical Investment Policy which we take extremely seriously and follow in all matters of our business. We regularly visit our manufacturing partner to inspect and appraise their working methods and conditions to ensure that their principles and values continue to meet our very highest standards.
All the willow used to produce our basketware is coppiced from fast-growing regenerating crops that are cultivated solely for this purpose, sustaining traditional farming methods without the use of chemical application.
Our manufacturing partner is one of the very few basketware manufacturers that have attained SEDEX*, ISO9001 and ISO14001 status and therefore are regularly audited by appropriate external organisations.
*SEDEX (Supplier Ethical Data Exchange) connects businesses with global suppliers to share ethical data and enabling improvements in ethical performance.

You are very welcome to visit us here at our showroom in beautiful rural Derbyshire, where we offer a Cash & Carry service. Please contact us in advance, so we can try to get out any stock you're interested in before your arrival.

You can make an appointment to visit our main offices in Wirksworth, Derbyshire, where we offer a Cash & Carry service. It’s important you let us know when you would like to collect an order – we have warehouses in various locations across Derbyshire, so by making an appointment we can ensure we have all your goods ready and waiting. The minimum Cash & Carry order level is usually £100 nett with the following discounts for larger orders:
Cash & Carry orders excluding VAT
£250 = 10% discount
£500 = 15% discount
£1000 = 20% discount

No, not any more; we've now stopped printing a yearly brochure. We're constantly adding to and updating our product range throughout the year, so it's impossible for us to distribute a printed brochure that shows an accurate, up-to-date collection of all the products we stock. All of our product range is available through the website. We also feel that printing thousands of brochures every twelve months has a harmful environmental impact that can be avoided by promoting our product range online only.