WILLOW

Items must be returned to us in an unused condition, deemed fit for resale with any tags still attached. Please be very careful when handling products, for example, please ensure you do not mark the area around the fastening make sure you are not wearing makeup or perfume which may leave marks on the product as we will not be able to arrange an exchange or refund for any item returned to us with any marks or stains. Please note that earrings are unable to be returned due to hygiene reasons unless they are faulty.

Delivery charges are refundable if the item purchased is faulty or incorrect (excluding personalised/bespoke items) Items returned inside the 28 days will be issued with a refund, but items returned outside the 28 days may be accepted at our discretion - please email first for confirmation.

When sending back your item we do recommend that you send the parcel using a delivery service that insures you for the value of the goods such as Royal Mail Signed Delivery as the returned item is your responsibility until it reaches us.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, custom products (such as special orders or personalized items) and earrings

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.