• How to contact us
• How to order
• Our gift wrapping service
• Delivery
• Returns
• Privacy

How to contact us

Contacting us is simple, just use one of the following methods and we’ll answer your query as soon as possible.

Email: For help or advice on any of our products or charges email info@pearlandwillow.co.uk or use our online Contact Us form.

Telephone: Call 01977 612650 or 07811 283 162 during normal office hours (Monday – Friday) alternatively please leave a message.

Send us a letter: Pearl & Willow, 23 Barnsdale Way, Ackworth, Pontefract, WF7 7RU, UK

Ordering

You may order by using our online secure shopping store only. 

All orders placed with us are to be paid for prior to the goods being delivered. Payments by credit/debit card are processed by Paypal secure payment processing.

If you choose to order and purchase online, your payment is made securely at the time you order via our website. Once you have placed your order you will be taken to the Paypal secure server to enter your card details and complete the purchase transaction. You should then receive an email from us to confirm your order request (please check to ensure that all the details are correct) and another from Paypal to confirm your intent to pay by card.  Please note that our order confirmation email is not proof of acceptance of your order, neither is the Paypal email. 

You may also simply call/write/email us with your order if this is more convenient for you.

Our gift wrapping service

All items are beautifully packaged in gift boxes tied with Pearl & Willow signature ribbon and label, at no extra charge.

Delivery

Because our items are so precious and we do not want them getting lost, all deliveries require a signature.

The majority of our products are hand-made and therefore can take up to 6 weeks delivery. If you require the item sooner simply contact us and we will try our best to fast track the item for you.

If the item is in stock, we aim to dispatch it within 5 working days, although most items in stock are dispatched sooner. We will notify you by email once your parcel has been despatched so that you know your goods are on their way. If your parcel has not been delivered as specified, please let us know so that we may trace it for you.

Please note we cannot be held liable for any delays caused by strikes or events beyond our control.

 We do ship internationally. The cost of this service is £9.95.

Returns Policy

We are happy to refund most of our accessories** provided they are returned to us in the same perfect condition that they were despatched and in their undamaged original packaging.

Distance selling regulations state that you are legally entitled to be able to cancel your order with us within 7 days of receiving the goods and we reserve the right to refuse a cancellation (refund) outside this time frame.  We require all goods to be returned to us within a further 3 business days, so please ensure your unwanted goods arrive back with us within 10 working days from delivery.

Requests for refunds, exchanges or cancellations shall not be granted if the items are returned used or customer damaged (jewellery tags removed, hair spray tarnish). Items returned to us in an unfit condition may be returned to you.

 **Earrings cannot be returned or refunded due to hygine reasons.

Privacy

Pearl & Willow operates this website and is responsible for the processing of your personal data and is the data controller for all such information. We regard your privacy as very important to us.

Any personal information you provide to us through this website will be dealt with in accordance with this privacy policy.

During the ordering process, and when contacting us, we will ask you for your postal and email address, telephone number and date of wedding (if appropriate). This is essential information to help process your order efficiently. We will never give this information out to any third parties.

Pearl & Willow operates within the guidelines set out by the UK Data Protection Act (1998) and its relevant subordinate legislation when handling any personal information.

We will ensure that any information will be held only as long as is necessary to ensure our service runs smoothly.

We use up to date industry procedures to keep personal data as safe and secure as possible against loss, unauthorised disclosure or access.