Order Confirmation
Once you place your order, we will send you an email to let you know it has been received. This email is an acknowledgement rather than acceptance of your order; your order is accepted once it has been dispatched. If, on the rare occasion, an item becomes unavailable, we will be in touch promptly to talk through the options or arrange a refund.
Delivery Information
In-Stock Homeware & Accessories
In-stock items are usually delivered by one of our trusted courier partners within 3–5 working days. Where available, you may also see alternative delivery or collection options at checkout.
Bespoke, Pre-Order & Made-to-Order Pieces
Many of our furniture and soft-furnishing collections are individually crafted to order. You will find an estimated lead time on each product page, which may vary depending on the piece and any customisation selected. If your order includes a mix of in-stock and pre-order or made-to-order pieces, we may wait until everything is ready before dispatching your order. If you would prefer to discuss separate deliveries, please get in touch and we will do our best to help.
Furniture Deliveries
Larger furniture pieces may be delivered by one of our specialist furniture couriers. Where applicable, they will contact you once your order is ready so that a suitable delivery date can be arranged. To help your delivery go smoothly, please check before ordering that doorways, staircases, hallways, lifts and other access routes are suitable for your chosen piece. We kindly ask customers to make sure there is adequate access. Additional charges may apply if a delivery cannot be completed because access is restricted or the information provided is inaccurate. Please make sure someone is available to receive your order at the agreed time. If a scheduled delivery is missed or needs to be rearranged at short notice, a redelivery or rearrangement charge may apply.
International Deliveries
We are not currently able to process international orders directly through our website, but we would still love to hear from you. Please email our Customer Care team and we will be happy to discuss the options and prepare a tailored delivery quotation.Email: shop@fableandwillow.co.uk
Delivery Charges
Our delivery charges are based on the size and nature of each item, so we can make sure your order is handled in the most suitable way.
| Item Type | Delivery Charge |
| Small Items | From £7.50 |
| Standard Parcels | From £9.50 |
| Fabric Orders | From £20 |
| Medium Furniture | From £25 |
| Small Furniture | From £60 |
| Large Furniture | From £120 |
Deliveries to Scotland, Northern Ireland and the Channel Islands may carry an additional charge. Where possible, available options and costs will be shown at checkout; otherwise, our team will confirm these with you directly.
When Your Order Arrives
We recommend taking a moment to check your order when it arrives. If anything is missing, damaged or incorrect, please let us know within 48 hours so we can help put things right. Photographs of the packaging and the affected item are always helpful and can make the process quicker.
Natural Materials & Colour Variations
Many Fable & Willow pieces are handmade or created using natural materials, and this is part of what makes them so special. Subtle variations in colour, grain, texture, pattern and finish give each piece its own character and are not considered faults.
We take great care to represent colours as accurately as possible, although shades can vary slightly between screens and devices. For colour-sensitive purchases such as fabric or wallpaper, we recommend ordering a sample where available.
Returns & Refunds
We hope you will love your Fable & Willow purchase. If, for any reason, it is not quite right for you, you can let us know that you would like to return an eligible item within 14 days of receiving your order. To help us process your return smoothly, items should be:
• Unused and unassembled
• In perfect, resaleable condition
• Returned in their original packaging, with all labels, parts and accessories
Once you have let us know that you wish to cancel, eligible items should be returned to us within 14 days.
Items We Cannot Accept as Returns
There are a small number of items that we are unable to accept as returns unless they are faulty, damaged or your statutory rights otherwise apply.
These include:
• Bespoke or personalised items
• Made-to-measure curtains and blinds
• Upholstered furniture and furniture made to order
• Fabric sold by the metre
• Personalised bed linen
• Opened bedding where hygiene seals or protective packaging have been removed
• Wallpaper that has been cut or altered
• Gift cards
• Items returned outside the stated returns period
Sale items follow the same returns conditions unless they fall within one of the non-returnable categories above. Nothing in this policy affects your statutory rights.
How to Return an Item
To arrange a return, simply email shop@fableandwillow.co.uk with your order number, the item you would like to return and the reason for the return. Please also include your name and order number inside the parcel so we can identify it quickly when it arrives.
Unless an item is faulty, damaged or incorrect, return postage is the customer’s responsibility. For peace of mind, we recommend using a tracked and insured service, as the parcel remains your responsibility until it reaches us safely.
Returns Address
Fable & Willow
6 Church Street
Kidderminster
DY10 2AD
Email: shop@fableandwillow.co.uk
Your Refund
Once your return reaches us, please allow up to 14 days for your refund to be processed. Refunds will be made to the original payment method.
Exchanges
We are happy to offer exchanges where stock is available. Please contact us before returning your item and let us know which replacement you would like. Additional delivery charges may apply.If Something Is Not Quite Right
Please include your order number, a short description and clear photographs where helpful. We will review the matter carefully and aim to find a fair solution, which may include a repair, replacement, exchange or refund.
Email: shop@fableandwillow.co.uk
If There Is a Delay
We do everything we can to meet the delivery times shown, but occasionally delays happen for reasons outside our reasonable control. If there is a significant delay, we will keep you updated and work with you to find the best way forward.Need a Little Help?
Whether you have a question before ordering or need a hand once your purchase has arrived, our team is always happy to help. Please get in touch and we will come back to you as soon as we can.Get in touch: shop@fableandwillow.co.uk
