Terms and Conditions – Willow Challenge & Willow Story

• The Willow Challenge & Willow Story is only open to our customers in the UK and the Republic of Ireland at this moment.
• To be entered into the Willow Challenge Draw you need to complete the simple questionnaire at the end of the Challenge. The Draw will take place at the end of every month, with one customer receiving a 6 week supply of Willow Water Free of Charge.
• To be entered into the Willow Story Draw simply complete the form with your story and details. The Draw will take place at the end of every month, with one customer receiving a 6 week supply of Willow Water Free of Charge.
• The Willow Challenge Free of Charge delivery is activated once you have completed the questionnaire at the end of the Challenge and when you write in to us with your 6 week supply of 1.5 litre labels (x42 in total) and your postal address, contact details and telephone number (home or mobile).
• Only one Free of Charge delivery per household allowed.
• Willow Water Ltd reserves the right to publish winners’ names on the website.

Terms and Conditions – Social Media Competitions

• Competition open to all UK residents with the exception of employees of Willow Water or Hatch Communications, their immediate families, agents or anyone else associated with the administration.
• No cash alternative will be offered.
• In the event of unforeseen circumstances, the promoter reserves the right to offer an alternative prize of equal or greater value.
• All entrants must be willing to participate in publicity should they be a winner.
• The winner will be selected at random, from the collection of tweets and Facebook fans.
• We reserve the right at any time to cancel, modify or supersede the competition if, in our sole discretion, the competition is not capable of being conducted as specified in the competition rules.

Terms and Conditions – Willow Doorstep Delivery Service

Delivery
The Willow Doorstep Delivery Service is currently only available to mainland Great Britain. As we develop and establish this service we will look to deliver to the rest of the UK and it’s Islands and other countries.

Our Contact details:
Willow Water Ltd
Willow House Moor Lane Flookburgh Cumbria LA11 7LS United Kingdom
Email: info@willowwater.com
Phone: +44 (0)1539 559452
Fax: +44 (0)1539 559493

Making A Purchase
You will be asked to log in, which requires you to create an account if you do not already have one.

You can view your order status by logging in to your online account. We endeavour to update the status of all orders as they progress through the system.

When you make your first purchase from us we will send you an email informing you of your order and its value. When your order has been dispatched we will send you a confirmation email detailing your order.

Making A Repeat Purchase
As a repeat purchase customer you will be able to change your repeat frequency, ammend your order and pause or cancel the repeat purchase at any time whilst logged in.

When you make your first repeat purchase from us we will send you an email informing you of your order, its value and the repeat frequency.

When your order has been dispatched we will send you a confirmation email detailing your delivery and also remind you when your next repeat order is due for dispatch. Your repeat order will be sent to you at the frequency selected and payment taken for the goods purchased once they have been dispatched.

Changing the repeat order frequency
You can change the frequency of your next repeat order at any time up to 24hrs before your repeat order is planned to be despatched.

Changing the frequency of your order has no impact on the value of the discount on your 4th order.
Pausing your repeat order
You can pause your next repeat order at any time up to 24hrs before your repeat order is planned to be dispatched.

Cancelling your repeat order
You can cancel your repeat order at any time up to 24hrs before your repeat order is planned to be dispatched.
We will send you an email confirming you have cancelled your repeat order and that no further payments will be taken.

Changing your repeat order
Whenever you change the contents and/or quantity of your order you will need to enter your card details again as an additional safety check.

Changing the content and/or quantity of your order could influence the level of discount given on your 4th order. For more details see 4th Repeat Order ‘Free’

4th Repeat Order ‘Free’
By setting up a repeat purchase of Willow and helping to reduce our administration costs we are able to offer you, as a loyal customer, a discount on every 4th order delivered to your door.

Your discount will operate as follows:
You will receive every 4th repeat order free or discounted by an amount equal to the lowest value of your previous 3 repeat orders e.g.:

Special Delivery Instructions
Please specify a safe place to leave your delivery if you are out – somewhere sheltered and out of public view. We will do our best to ensure that your instructions are followed.

Delivery Schedule
The normal delivery time from dispatch to your door is 3-5 working days by courier, but the delivery time can be up to 7 working days from dispatch at peak times. Despite our best efforts, there can sometimes be unforseen delays in delivery. If you have not received your order within 14 days of dispatch please contact us to report it. Written, signed confirmation of non-delivery may be required.

Please be aware that we are unable to delay the dispatch date on any orders.

Payment and Security
We accept all major debit & credit cards except American Express. You must ensure that all details given for payment are correct and that you are an authorised user of that payment card.

Goods will not be dispatched until payment has been made in full.

Tax Charges
For all orders made from the UK 17.5% VAT is included.
Credit Card Security
The final stage of placing your order will require you to provide your credit card details. These are gathered by our payment partner, SECPay, using 128 bit encryption. Details are authorised with your bank by SECPay on our behalf and never leave the secured environment. We do not have direct access to your credit card number and it is not held in clear text on any web site.

Problems with payment
We will be informed by SECpay, our payment provider, in the event of any issues with taking payment from your card. We will contact you using the details provided on your account to attempt to resolve the issue, however we cannot be responsible for disruption to your repeat purchases where payment has failed.

Card Expiry
SECpay will attempt to contact you usually in advance of your card expiry date being reached with instructions of how to update your card details. Failiure to update this record may result in payment failing as above.

Privacy Policy
Willow Water Ltd do not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

We do occasionally send out promotional emails with information that you may be interested in. You always have the option on the bottom of these emails, to remove your email address from any future use by us.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the ‘Remember Me’ Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to ‘Tools | Internet Options | Privacy’ and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.

Returns Policy
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at www.hmso.gov.uk/si/si2000/20002334.htm

Copyright
The copyright of this web site and all its content, images and product descriptions remains with Willow Water Ltd. We do not condone the use of our images or descriptions on other 3rd party web sites.