Register and Login to the website
Placing an order
Delivery and returns
Storing an order
Bespoke and personalised products
How Willow Direct products are made
Contacting or visiting Willow Direct
Cash & Carry
New products, brochure and mailing list
How do I register with Willow Direct? Back to top
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.
I've forgotten my login email address and/or password? Back to top
If you can't remember your login email address and/or password, give us a call on 01629 823885 or email email@example.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.
How do I place an order? Back to top
As well as placing orders here on our website, you can also order by:
Telephone: 01629 823885
You can also visit our offices (by appointment only): Willow Direct, Ravenstor Road, Wirksworth, Derbyshire DE4 4FY
Is there a minimum order amount? Back to top
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.
Can I pre-order items that are not yet in stock? Back to top
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.
Do I get bigger discounts on larger orders? Back to top
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.
Can I place an order out of hours? Back to top
Order online at www.willowdirect.com or email firstname.lastname@example.org at any time, day or night, and we will respond as soon as we can, usually during office hours (Monday-Friday, 9am-5pm).
I don’t need large quantities, will you still supply me? Back to top
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.
When ordering storage baskets, do I have to order a minimum quantity of each size? Back to top
No, you can purchase any of our products individually, including those sold in sets.
How quickly can I expect delivery? Back to top
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.
Are there any delivery charges? Back to top
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.
Can you deliver to anywhere in the world? Back to top
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.
Can I return an item I have ordered in error? Back to top
If goods are ordered incorrectly, please contact us at email@example.com. With written approval of our customer services team, these can be returned to Willow Direct Ltd at the expense of the buyer, in exchange for a credit note. Please note there is a re-stocking charge of 20% of the invoice value of the goods (minimum re-stocking charge £10.00 + VAT) and that any original carriage fee charges will not be refunded.
Returns must be securely packaged to ensure they are received in ‘as new’ condition and should include a copy of the invoice with the item code & quantity being returned clearly highlighted. Please post returns to the following address:
RETURNS, Willow Direct, Ravenstor Road, Wirksworth, Derbyshire, DE4 4FY
Will you have the item I'm looking for in stock? Back to top
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.
I have restricted storage; will you keep my order for me until I need it? Back to top
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.
Can I design my own basketware? Back to top
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 firstname.lastname@example.org if you want to discuss an idea.
Can I have my business or company name printed onto your products? Back to top
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 email@example.com if you want to discuss an idea.
Can I accessorise your products? Back to top
Accessories available include handles, straps, buckles, tags, luggage labels, tie-on name badges and ribbons - all of which can be personalised.
Can you personalise exterior and interior surfaces of the product? Back to top
Yes we can embroider suitable materials and screen print or spray-paint exterior and interior surfaces.
Do you sell packaging materials? Back to top
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.
Can you print on the product I've ordered? Back to top
We offer both leather printing and paint stencilling, so that you can personalise individual items to your own specification.
I am a relatively small company; can I still have items branded? Back to top
Whatever your order size, we can personalise individual items.
What are the different finishes on the basketware? Back to top
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.
How is Willow Direct basketware made? Back to top
Our basketware is hand-crafted by artisans, who work from our factory in China.
Do you have an ethical and environmental trading policy? Back to top
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.
Can I visit your showroom? Back to top
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.
Can I collect any order on a ‘Cash and Carry’ basis? Back to top
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
Is a Willow Direct brochure available? Back to top
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.