Return and Refund Policy

At Willow & Rose, we want every customer to have a positive shopping experience. If you are not fully satisfied with your order, please review our return and refund policy below.

By placing an order with Willow & Rose, you agree to the terms outlined in this policy.

Return Eligibility

We accept return requests within 14 days of the date your order is delivered.

To be eligible for a return, the item must be:

  • Unused and unworn

  • In its original condition

  • Free from stains, damage, perfume, makeup, or signs of wear

  • Returned with the original packaging, tags, and accessories where applicable

Items that do not meet these conditions may not be accepted for return.

Non-Returnable Items

For hygiene, safety, or promotional reasons, certain items may not be eligible for return. These may include:

  • Sale or clearance items

  • Gift cards

  • Items marked as final sale

  • Worn, washed, damaged, or altered items

  • Items returned without approval

  • Items that are missing original tags or packaging

Please check product details carefully before placing your order.

Return Shipping Costs

Customers are responsible for the cost of return shipping unless the item received is defective, damaged, or incorrect.

Willow & Rose does not cover return shipping costs for size issues, change of mind, incorrect customer information, or accidental orders.

We recommend using a trackable shipping method when returning an item. Willow & Rose is not responsible for return packages that are lost, delayed, or damaged during transit.

Order Cancellations

Once an order has been placed, we begin processing it as quickly as possible. Because of this, we cannot guarantee that an order can be cancelled or changed after checkout.

If you need to request a cancellation or change, please contact us as soon as possible at:

Email: [your email address]

If your order has already been processed or shipped, you will need to follow our standard return process after receiving the item.

Incorrect Size Orders

Please review the size chart carefully before placing your order. Size charts may vary depending on the product.

If you are unsure between two sizes, we recommend checking the product description or contacting us before ordering.

Ordering multiple sizes of the same item for size testing may not be eligible for return or refund unless approved by our customer support team.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • A clear description of the issue

  • Photos or videos showing the problem

  • Photos of the packaging, if relevant

Once reviewed and approved, we may offer a replacement, store credit, or refund depending on the situation.

Return Process

To request a return, please contact us at:

Email: [your email address]

Please include your order number and the reason for your return request.

If your return is approved, we will provide return instructions. Items sent back without prior approval may not be accepted.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method. Please note that it may take several business days for the refund to appear in your account, depending on your bank or payment provider.

Original shipping costs, return shipping costs, and handling fees are non-refundable unless the return is due to an error on our side.

Exchanges

We may offer exchanges depending on product availability.

If you would like a different size, color, or item, please contact us first. If the requested item is unavailable, we may offer store credit or another suitable solution.

Late or Missing Refunds

If your refund has been approved but you have not received it yet, please first check your bank account or payment provider.

Then contact your credit card company or bank, as processing times may vary.

If you have completed these steps and still have not received your refund, please contact us at:

Email: [your email address]

Contact Information

If you have any questions about returns, refunds, exchanges, or damaged items, please contact us:

Business Name: Willow & Rose
Email: [your email address]
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM

By placing an order with Willow & Rose, you confirm that you have read and agreed to this Return and Refund Policy.