Return & Refund Policy
Return & Refund Policy
Important Notice
Please read our Return & Refund Policy carefully before making a purchase. By placing an order with Willow & Grace London, you agree to the terms outlined below. No exceptions will be made outside of these conditions.
Returning a Product
Return Window
You may request a return within 30 days of receiving your order.
Unfortunately, we are unable to offer a refund or exchange for requests made after the 30-day return period has expired.
Return Conditions
To be eligible for a return, items must:
- Be unused and unworn
- Be in their original packaging
- Be in the same condition as received
- Include all original tags, accessories, and documentation (if applicable)
For products where hygiene is important, items must be thoroughly cleaned before being returned.
Damage Caused by Personal Use
Willow & Grace London is not responsible for damage resulting from:
- Improper use
- Negligence
- Accidental damage
- Incorrect handling or maintenance
Our return policy only covers genuine manufacturing defects.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
- Underwear
- Lingerie
- Opened or unsealed hygiene products
- Any other personal-use items that cannot be resold for health reasons
How to Request a Return
To initiate a return, please contact us at support@willowgracelondon.com and provide:
- Your order number
- The reason for your return request
- Photos of the item (if damaged, defective, or incorrect)
- Your full contact details
Our customer support team will review your request and provide further instructions.
Refund Policy
Refund Processing
Once your returned item has been received and inspected, we will notify you by email regarding the approval or rejection of your refund request.
If approved, your refund will be processed within 30 business days and credited to your original payment method.
Delayed or Missing Refunds
If you have not received your refund after 30 business days:
- Check your bank account and payment method.
- Contact your card issuer or bank, as processing times may vary.
- If you still have not received your refund, please contact us at support@willowgracelondon.com.
Return Shipping Costs
- Customers are responsible for all return shipping costs.
- We strongly recommend using a tracked and insured shipping service.
- Willow & Grace London is not responsible for returned parcels lost or damaged during transit.
Return Address
As part of our international fulfillment process, approved returns must be sent to our designated returns facility in Asia.
Return shipping costs typically start from $25 USD, depending on your location and chosen carrier, and remain the responsibility of the customer.
The exact return address will be provided once your return request has been approved.
Defective or Incorrect Products
If you receive a defective, damaged, or incorrect item, please contact us immediately at support@willowgracelondon.com.
In such cases:
- We will provide a replacement at no additional cost.
- If the replacement item also arrives defective or incorrect, you will be entitled to a full refund.
Order Cancellations
At Willow & Grace London, we understand that circumstances may change after an order has been placed. To ensure fast and efficient order processing, cancellation requests must be submitted within 12 hours of purchase.
Cancellation Window
Orders may be cancelled within 12 hours of being placed by contacting our customer support team at support@willowgracelondon.com.
If your cancellation request is received within this timeframe and your order has not yet entered processing, a refund will be issued to your original payment method. Please note that a 10% cancellation fee will be deducted from the total order value to cover payment processing, administrative, and order handling costs.
Orders Already in Processing
After the 12-hour cancellation period, orders may already be:
- Processed by our fulfillment team
- Packed and prepared for shipment
- Handed over to the courier
- In transit
Once an order has entered any of these stages, cancellation can no longer be guaranteed.
If your order cannot be cancelled, you may request a return after receiving the item, subject to the conditions outlined in this Return & Refund Policy.
Refunds for Cancelled Orders
Approved cancellations will be refunded to the original payment method, less the applicable 10% cancellation fee. Please allow up to 10 business days for the refund to appear in your account, depending on your bank or payment provider.
Contact Us
If you have any questions regarding our Return & Refund Policy, please contact us:
Willow & Grace London
Email: support@willowgracelondon.com
