If it is not right
Returns
Almost everything is settled with a single email. And if it does come to that, you have 14 days to send the basket back.
At a glance
The short version
- You have Counted from the day it arrives
- 14 days
- Condition
- Unused
- Packaging The box it came in
- The original
- Tell us first
- info@naturelywoven.com
- Return postage
- Paid by you
- Refund Once the basket is back with us
- Same way you paid
Baskets are woven by hand, so small differences in colour and weave are normal and are not a fault. If something is actually broken or wrong, that is on us — write to us and we fix it.
How to do it
Three steps
No forms, no return portal. Just an email and a parcel.
Email us first
Write to info@naturelywoven.com within 14 days of the basket arriving. Tell us your order number and what is wrong. Please do not post anything back before you hear from us.
Pack it as it came
The basket must be unused and go back in the same box, with the same padding. We reply with the address to send it to.
We refund you
Return postage is yours to pay. As soon as the basket reaches us and we have checked it, the money goes back the same way it came.
Good to know
Questions about returns
It arrived damaged — is that a return?
No, that is ours to fix. Photograph the box and the basket, email the pictures to info@naturelywoven.com, and we will replace it or refund you. You do not pay postage for that.
The colour is slightly different from the photo.
Willow is a plant, not a printed material. Rods cut in different weeks take the shade a little differently. Small variation is normal — if the difference is bigger than that, write to us.
Can I exchange it for another size?
Yes. Email us and we will hold the size you want while the first basket travels back.
How long does the refund take?
We send it the same day the basket reaches us and passes a quick check. How fast it lands depends on your bank — usually a few working days.
What about a basket woven to my own measurements?
Write to us before you send it back. Something made to your own size cannot simply go on the shelf, so we deal with those one by one — and we would rather get it right the first time. Talk to us before you order and we will show you the shape and size first.
Before anything else
Write to us — we answer 24/7
Almost everything is quicker to solve by email than by post. Tell us what is wrong and we will take it from there.