Frequently Asked Questions

Everything you need to know about ordering from Willy Banjo. Been in Preston since 1993 — we’ve heard most of these questions before.

Delivery

How long does delivery take?

All orders are dispatched within 1–2 working days provided items are in stock. We use Royal Mail Recorded and Special Delivery for UK orders. Standard recorded delivery typically arrives within 2–3 working days after dispatch. Special Delivery guarantees next working day delivery if ordered before the cut-off time.

How much does delivery cost?

Delivery costs are calculated at checkout based on the weight and size of your order. We use Royal Mail for all UK deliveries — Recorded delivery for standard orders, Special Delivery for higher-value items or when you need guaranteed next-day delivery.

Will my order arrive in plain packaging?

Yes. All orders are sent in plain packaging with no identifying information on the outside. There’s nothing on the box or envelope to indicate what’s inside or where it’s come from. You can order with confidence.

What if an item is out of stock?

If an item you’ve ordered is out of stock, a member of the team will contact you within 48 hours of your order being placed. We’ll let you know the options — a refund, a substitution, or waiting for new stock depending on the situation.

Do you deliver outside the UK?

At present we focus on UK delivery. If you have a specific international enquiry, contact us directly and we’ll see what we can do.

Orders & Payment

What payment methods do you accept?

We accept all major debit and credit cards including Visa and Mastercard, processed securely through our payment provider. Payment is taken at the point of order.

Is it safe to pay on your website?

Yes. Our site uses SSL encryption — you’ll see the padlock in your browser address bar. Card details are processed by our payment provider and never stored on our servers. We’ve been trading online securely since the early 2000s.

Can I track my order?

Yes. All orders sent via Royal Mail Recorded or Special Delivery include a tracking number. You’ll receive this when your order is dispatched. You can track your parcel at royalmail.com.

Can I cancel or change my order?

Contact us as soon as possible if you need to cancel or amend an order. We dispatch quickly — within 1–2 working days — so the sooner you get in touch the better. Once an order has been dispatched we can’t stop it, but we can help with a return once it arrives.

Returns & Refunds

What is your returns policy?

We accept returns on unused, unopened items in their original condition. If you’ve received a faulty or damaged item, contact us within 48 hours of receiving your order and we’ll sort it out. For change-of-mind returns, get in touch within 14 days of receiving your order.

What if my item arrives damaged?

Contact us within 48 hours of delivery with a photo of the damage and your order number. We’ll arrange a replacement or refund depending on stock availability. Don’t bin the packaging — we may need it for a Royal Mail claim.

How do I start a return?

Call us on 01772 887772 or use the contact form on the site. Give us your order number and the reason for the return and we’ll take it from there.

Age & Legal

Do I need to be 18 to order?

Yes. You must be 18 or over to purchase from Willy Banjo. By placing an order you confirm that you are of legal age. We reserve the right to cancel any order where we have reason to believe the buyer is under 18.

What are your products sold for?

All products sold by Willy Banjo are intended for legal use only. Bongs, pipes, grinders and rolling accessories are sold as tobacco smoking accessories. We’ve been trading on this basis since 1993 and operate in full compliance with UK law.

About Willy Banjo

Where are you based?

We’re based in Preston, Lancashire. The head shop has been open since 1993 — making us one of the longest-established head shops in the UK. Our registered address is 13 Lowthian Street, Preston, Lancashire, PR1 2EP.

Can I visit the shop in person?

Yes. The Preston shop is open Monday to Saturday. Give us a call on 01772 887772 for current opening times before making a trip.

How do I contact you?

Call us on 01772 887772 or use the contact form on the website. We aim to respond to all enquiries within one working day.