Our friendly customer service team often get asked what happens once an order is placed with Willow & Hall. We're committed to producing our customisable living and bedroom furniture, handmade from start to finish in Britain, for exceptional value. That's why, this week, we thought we’d share how we do this, from the moment you place an order to your lovely item arriving on your doorstep.
You can make your Willow & Hall purchase online, by phone or in our Cosy Showroom. When ordering, our helpful customer service team will be just a call away should you need any help on fabrics, leathers, styles or customisable options.
Once we have received your order and confirmed the details with you, we get to work immediately… If you haven’t ordered a sample of your chosen fabric or leather, we will send one to you first class so you can get a feel of what to expect.
Your fabric or leather is ordered directly from the mill. We’ve worked with our suppliers and hand-picked all of our fabrics and leathers to ensure the very best quality and durability.
Once your fabric or leather is received, our craftsmen with over 35 years’ experience begin hand-making and customising your item in Wiltshire. The solid frame is created from hardwood to maximise its lifespan and ensure optimum quality. Then, your fabric is chalked, hand-cut and upholstered onto the frame.
If you’ve ordered a Sofa Bed or Bed, it's here that your mattress will be stuffed with multiple layers of comfy upholstery and hand-quilted insulator for supreme comfort.
If you’ve ordered a Sofa Bed, Sofa or Armchair, your cushions will be stuffed with foam and fibre wrapped in stockinette or siliconized hollow fibre depending on your choice.
Our talented craftsmen then quality check your item to make sure we’re super proud of the finished piece.
We then send your item to our friendly delivery team who will schedule a slot with you 2-3 days before you are due to receive your order. So that you can plan ahead, the team will also specify an AM/PM slot the day before your delivery.
On the chosen date, our two-man delivery team will give you a call to let you know they are near. Once arrived, they will deliver your item into your room of choice, unpackage, assemble and demonstrate the product (if required) and then take away the packaging.
And just so you know...
We’re super confident that you won't need this but if you don't love your item, just let us know within 14 days and we'll collect your item free of charge and give you a full refund.
To find out more about our products, visit www.willowandhall.co.uk or call 0845 163 5949.
Our friendly team will be happy to answer any of your questions.
Best wishes,
The Willow & Hall team