Shipping policy

Moss & Willow
Last updated: [16/08/2026]

This Shipping Policy forms part of our Terms & Conditions.

1. Processing time

Orders are processed within 1–3 working days (Monday–Friday, excluding UK bank holidays). Processing time is separate from delivery time.

During peak periods, dispatch may take longer. Where there is a significant delay, we will contact you.

2. Delivery options and estimates

Delivery charges are calculated at checkout.

Typical timeframes (estimates only):

* UK Standard: 3–5 working days

* UK Express: 1–2 working days

* Large items/ furniture/ lighting (where applicable): typically 5–7 working days

Delivery times are not guaranteed. We are not responsible for delays caused by events beyond our reasonable control (including courier disruptions, severe weather, or customs delays).

In any event, goods will be delivered within 30 days of order acceptance unless otherwise agreed.

3. Free delivery threshold (if offered)

Free standard UK mainland delivery applies to orders over £125, unless stated otherwise at checkout. Exclusions may apply (e.g., Northern Ireland, Highlands/Islands, oversized items or specialist services).

Greeting cards: Standard delivery is £2.99. Free delivery applies to greeting card orders of £15 or more.

4. Tracking

Where tracking is available, we will email tracking details once the order is dispatched. Tracking may take up to 24 hours to activate.

5. Specialist/large-item delivery

Some items may require a specialist courier and may be:

* kerbside delivery only, and/or

* arranged via delivery appointment

You must ensure someone is available to receive delivery. If a timed delivery is arranged and missed, you may be charged a redelivery fee reflecting the direct cost to us.

6. Failed delivery and return-to-sender

If delivery fails due to:

* incorrect address details

* No one is available to receive the parcel (where signature/attendance is required)

* unsafe or inaccessible delivery location

We may charge you the direct costs of redelivery or return-to-sender, and/or deduct such costs from any refund where permitted.

7. Missing parcels / incorrect tracking/ investigations

If a parcel is marked as delivered but not received, or appears to be lost, we will open an investigation with the courier. You agree to cooperate (for example, confirming delivery details or providing any required statement).

Courier investigations can take up to 14 working days (sometimes longer, depending on the courier). Where loss is confirmed, we will provide an appropriate remedy in line with your statutory rights.

8. Damaged goods in transit

If goods arrive damaged, notify us within 24 hours of delivery and retain all packaging. Where appropriate, we may request photographs to assess and resolve promptly.