Refund policy

Returns & Exchanges

At Willow, each piece is created with intention, care, and a deep respect for slow fashion. We encourage thoughtful purchasing and are always here to help with sizing or questions before you order.

If something isn’t quite right, we’re happy to offer an exchange or store credit under the following conditions:

• Items must be returned within 14 days of delivery

• Garments must be unworn, unwashed, and in original condition

• Items must not show any signs of wear or alteration

Once your return is received and approved, you will be issued a store credit to use on a future Willow piece.

Please note:

• We do not offer refunds for change of mind

• Return shipping costs are the responsibility of the customer

• Original shipping costs are non-refundable

Faulty Items

If your item arrives faulty or not as described, please contact us within 7 days of receiving your order with photos of the issue at shopwillownz@gmail.com.

In line with your rights under the Consumer Guarantees Act 1993, you are entitled to a repair, replacement, or refund if a product is faulty, not as described, or not fit for purpose.