RETURNS POLICY 

RETURNS POLICY

Thanks for shopping at Willow!  However, if you’re not happy with your purchase we will do our best to help.

 

Returns

You can return an item to us in its original condition within 14 days from the date you received it for a full refund (excluding original delivery fees).  To be eligible for a return, the item must be unused and you are responsible for covering the returns postage. 

 

Please email georgie@willow-shop.com to request a returns authorisation.  You will then be emailed a returns form which must be included with your returned item, ensuring it is packaged securely and sufficiently to withstand the delivery journey, ideally using the original packaging.  Failure to do so may leave Willow unable to refund you.

We recommend you return goods using an insured, registered delivery service and keep the receipt.  We are unable to accept liability for goods lost or damaged in transit back to us.

 

We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.

 

PLEASE NOTE: For hygiene reasons we are not able to accept returns or exchanges on earrings unless they were faulty/damaged at the time of receipt.

Exchanges

We are only able to offer like-for-like exchanges on faulty items if stock is available.  If the item is not in stock then you will be offered a full refund.  We are unable to offer exchanges on unwanted items.

 

Refunds

Once the returned item has been received we will issue a refund following satisfactory inspection of the item.  Refund payments will be made to your original method of payment within 5-7 working days.

 

Any other issues

If there is anything wrong with your order you have 14 days from the date of the order to contact us on 07470 790375 or email georgie@willow-shop.com and raise an issue.  Any issues beyond this date will not be considered.

 

Returns address

Please address your returns to: Willow, 5 Ingleby Paddocks, Enslow, Kidlington, Oxfordshire OX5 3ET.