Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@willowandstone.co.uk Please note that returns will need to be sent to the following address: Willow & Stone, 7A Colin Road, Scunthorpe, North Lincolnshire, DN16 1TT

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@willowandstone.co.uk

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.

Items can always be returned if they are defective. Opened items will be accepted back opened if defective. We must be informed of defective items within 48 hours of delivery with photographic evidence if applicable. In this instance, a repair or partial refund will be agreed depending on the nature of the damage. Please note, damage to the step, cover or skirt will only warrant return if the items are unused.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

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.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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 within 10 business days following receipt of the goods back to us. Return postage & packing will be deducted from the refund amount unless this has been organised directly with a carrier of your choice. If the original packaging is not also returned, a repackaging fee will also be deducted from the refund along with a cleaning and sanitising fee. This will be confirmed to you at the point collection is arranged. It is advisable that prior to any return, you take photographs of the item in case any damage occurs during transit . Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@willowandstone.co.uk.