Contact Willow

A question about your Will or your account

We can help with how the service works, what each plan includes, how signing and witnessing works, and anything to do with your account. Please note that we cannot advise you on the legal effect of your Will, whether it achieves what you intend, or how you should divide your estate, Willow is a self-service document service, not a legal advice service.

Cancelling an order or asking for a refund

You can cancel by telling us clearly, for example by emailing us with your order reference. You don't have to use any particular form of words, but the clearer you are, the faster we can act. If you cancel in time, we'll refund you within 14 days using the same payment method you paid with, at no charge for the refund itself. Clause 12 of our Terms and Conditions sets out exactly when the right to cancel ends for each product.

Model cancellation notice: "I/We, [name], wish to cancel my/our contract for [product], ordered on [date], order reference [reference]."

A complaint

If you're unhappy with any aspect of our service, please contact us first at info@willowwills.com so we can try to put things right. Because Willow is not a regulated legal services provider, complaints about our service cannot be taken to the Legal Ombudsman, and we are not covered by the SRA Compensation Fund. If we can't resolve things between us, you may wish to contact Citizens Advice or your local Trading Standards service for general guidance.

Your data and privacy

You can delete your account and all your data at any time from the account menu in the navigation bar. For anything else, including requests to access, correct, or erase the information we hold about you, email us and we will deal with your request.

Print & Post deliveries

If your delivery address was wrong, or your printed Will has been lost or damaged in the post, get in touch and we'll do what we reasonably can to help. See clause 10 of our Terms and Conditions.

Solicitors and staff

If you've been given a Willow invite code, you can set up your account on the staff sign-up page. If your code doesn't work or has expired, contact us directly for a new one.