Returns and Refunds
We want you to be completely happy with your order. If something isn’t right, here’s how we handle it.
Change of Mind Returns
If you change your mind about a purchase, you can return most items within 28 days of receipt provided:
- The item is unused, unopened and in its original packaging
- The product is in resalable condition
Return postage costs are the responsibility of the customer. Please contact us via our contact page before sending anything back so we can confirm the correct return address and process. Once the returned item is received and inspected, a refund will be processed within 5-7 working days.
Please include a note with your name, order number and the product name or code when returning an item.
Faulty or Damaged Items
If your order arrives damaged or faulty, please contact us within 28 days of receiving your order with the following:
- Your order number
- A clear photograph of the damage or defect
- A brief description of the issue
We will arrange a replacement or full refund as appropriate. You will not normally be required to return a damaged item — we will advise on a case by case basis.
Incorrect Item Received
If you receive an item different from what you ordered, please contact us within 28 days with a photograph of the item received and the packaging label. We will arrange dispatch of the correct item or issue a full refund if unavailable.
Order Not Received
If your order hasn’t arrived within the expected delivery window, please check your tracking information first. If the order is confirmed lost in transit we will arrange a replacement or refund. Please allow a few extra days during busy periods before reporting a non-delivery.
Handmade Products
Our Willow & Co handmade products are made to order and dispatched with care. If a handmade item arrives damaged or there is a fault with it, please contact us within 28 days and we will put it right.
How to Contact Us
Please use our contact page to report any issues. We aim to respond within one working day