Frequently asked questions

What are your delivery times and options?

I currently only ship within the UK. If you live outside the UK, please contact me and I can send you a shipping quote before you purchase a basket: Most items -£4.95 - Royal Mail or Parcelforce tracked service (Small decoration items - £2.50 via Royal mail 2nd Class signed for) Collection: from Bewdley (Worcestershire, UK) also available

DELIVERY TIMES You should receive your order within 7 working days of ordering. I post orders twice weekly using either Royal Mail Tracked 48 hour service or Parcel Force tracked 48 hour service. You will be sent a tracking number when your parcel has been posted. For small decoartive items I post via Royal Mail 2nd Class, signed for. I will send an email to let you know when it has been posted. If you need your basket sooner, please do get in touch and I'll see what I can do. Please contact immediately if you are having trouble receiving your item or if items have not been delivered as expected. I will do whatever is reasonable to get your item(s) to you as expected.

How do I purchase a basket or workshop place (s)?

You can purchase baskets through my online shop or through my stockists.(see the section 'Do you have any stockists?'). You can also buy baskets when I attend fairs. These will be listed on the homepage. If you would like to be notified when a basket is back in stock, click on the item and find the button to request notification. Also sign up to my mailing list to stay up to date with the latest shop updates. Out of stock baskets and full booked workshops are marked as 'Sold Out' in the online shop and the website doesn't allow purchases of out of stock items - Sarah will be working on these styles and they will be available online again once she makes more. You can also order baskets as commission pieces, or buy work through my stockists. Some workshops bookings will need to be made vias the venue's page; if this is the case there will be a link from the worshop page.

Do you have any stockists?

Stockists: The Bristol Artisan - Clifton, Bristol Julia Davey Ltd - Bath No.56 Makers - Penzance, Cornwall Objects of Use - Oxford The Merchant's Table - Woodbridge, Suffolk Astley Vineyard - Worcestershire Bewdley Blooms - Worcestershire

When will more baskets be available?

I make my baskets entirely by hand, slowly and intentionally. I create in small quantities, releasing new collections every couple of months. Dates and times of releases are announced via my mailing list, then via Instagram with the occasional surprise release- so follow along for updates! I list everything that I have available for purchase here on my website so if you don't see what you're looking for, it has likely sold out. However, you can also buy my work from stockists (see the 'Do you have any stockists?' page). I am continually designing and creating new pieces which you can sneak a peek at on my instagram, @hopewoodbaskets

Do you accept custom-made orders?

Yes I love to make custom-made baskets. If you're thinking of ordering a basket, take a look through my gallery and social media accounts for inspiration! Then get in touch: Turn-around Time Turn-around time is usually within 3-6 weeks from the point a design and quote is finialised with a customer. I will give you a 'turn-around-time' when you contact me. When the basket is ready I will contact you, and send photographs and measurements to check you are happy with it before posting it out to you. If you need a basket before 3 weeks, please do look at the online shop or get in touch, as I occassionally can do this. If I have availaiblity, I can sometimes make a basket within 3 weeks if you are happy for me decide on the choice of willow and handle used, as this means I get to work quickly with sorting, soaking and then weaving the willow! Design and Colour The best way to order a commission piece is to send me a photo or screenshot of a basket from my gallery or from my social media accounts. I can then send you details of the sizes for the design and the colours I have in stock. Please be aware that due to the natural material of willow, I can not guarntee exact colour matching, as the temperature of the water it soaks in and the weather the plant grew in changes the colour. Payment I may ask for a small deposit on larger baskets but generally I will ask for the payment when the basket is complete and will then send you the payment details. I accept bank transfers (or cash if you are collecting in person). Postage Once I have recevcied your payment I will post the basket out to you within 5 working days via Royal Mail Tracked 48 hours service. Refunds I do not accpet refunds for custom-made baskets, unless the basket(s) have been damaged in transit. Please see my returns policy for further details.

Do you accept visits to your workshop?

Sorry this is not possible unfortunately. I don't have public premises and work from home, so it is not possible. I do offer collection for local customers in person by prior arrangement, which is currently social-distanced and without customers entering my home. 

Do you offer basket-making tuition/workshops?

I deliver workshops in spring and summer each year, and occassionally in autumn. To see my what workshops I currently have planned, go the 'workshop' page. To purchase an available workshop, follow the link to the 'shop' section.

What is your returns and refund policy?

I gladly accept returns for purchases made through my online shop  Returns and Refunds Your item must be returned within 30 days from your purchase date, and you will need to pay for the return postage. Once your return is received and inspected, I will send you an email to notify you that we have received your returned item. I will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.   Sale and Custom-Made baskets Only regular priced items may be refunded, unfortunately sale and custom-made baskets cannot be refunded.  Shipping Returned Items You will be responsible for paying for your own shipping costs for returning your item. You should consider using a trackable shipping service and ensure the shipping insurance covers the cost of the item in case the parcel goes missing in transit or is damaged in transit. Late or missing refunds If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Exhanges Exchanges are offered for baskets that arrive in a damaged condition. Please contact me within 5 days of delivery, sending photographs of your basket, so we can begin to discuss creating a replacement basket.  Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If your item is arrived damaged please allow time for me to make a replacement, which will take between 3-8 weeks. I will do all I can to make a replacement as quickly as possible.

How do I keep my basket in good condition?

Keeping your basket in good condition: My baskets are made to be used, but of course also make lovely decorative items. As they are made from natural materials and made by hand, some care is needed if you want to make your basket last longer, particularly if you plan to use it regularly and for heavy items, or outdoors. Below are a few tips to help you do this: General cleaning - If you want to give your basket a little clean, this is best done by either: using a vacuum to remove dust, wiping with a slightly damp cloth, or using a dry, clean brush. Environment - Give it time away from hot places and take it out of direct sunlight from time to time to keep the colours vibrate. If your basket looks particularly dried out, you can lightly spray it down with water and allow it to air dry in a shaded area. To avoid damaging fibres, this should be done only when necessary, at most once or twice a year. The best way to prolong the life of the basket is to keep it indoors when not in use. If left outside, mother nature will eventually rot the fibres of the basket and will totally destroy them after a period of time. To avoid mildrew or mold forming, try to avoid extreme changes in humidity or water, for example: if your basket has been in heavy rain, do not then dry it out by a radiator, but let it dry naturally and slowly. Form - To keep the form and shape of the basket in good condition, you can shift your items around in the basket so the weight is evenly distributed.