Terms & Conditions

Terms & Conditions

Introduction

This website is operated by Willow & Grace London. Throughout the site, the terms "we", "us", and "our" refer to Willow & Grace London.

By accessing our website and/or purchasing products from us, you agree to be bound by these Terms & Conditions, together with our Privacy Policy, Shipping Policy, and Return & Refund Policy.

Please read these Terms carefully before using our website or placing an order.

Article 1 – Definitions

Consumer: A natural person acting for purposes outside their trade, business, or profession.

Business: Willow & Grace London, the operator of this website.

Distance Contract: A contract concluded between the consumer and the business through online communication without the simultaneous physical presence of both parties.

Withdrawal Period: The period during which the consumer may exercise their right to withdraw from a purchase, where applicable.

Article 2 – Company Information

Company Name: Willow & Grace London

Customer Support Email: support@willowgracelondon.com

Article 3 – Applicability

These Terms & Conditions apply to every offer made by Willow & Grace London and to every agreement concluded between Willow & Grace London and the consumer through this website.

By placing an order, you acknowledge that you have read and accepted these Terms & Conditions.

Article 4 – Products & Offers

We strive to ensure that all product descriptions, images, prices, and information displayed on our website are accurate and up to date.

However:

  • Product colours may vary slightly due to screen settings and photography.
  • Minor variations in design, colour, or packaging may occur.
  • Obvious errors, inaccuracies, or typographical mistakes do not bind Willow & Grace London and may be corrected at any time.

We reserve the right to modify or discontinue products without prior notice.

Article 5 – Order Acceptance & Contract Formation

A contract is formed when:

  1. The customer places an order through our website;
  2. Payment has been successfully processed; and
  3. An order confirmation has been sent.

We reserve the right to refuse or cancel orders if fraud, pricing errors, or other exceptional circumstances are suspected.

Article 6 – Order Cancellations

Orders may be cancelled within 12 hours of purchase by contacting support@willowgracelondon.com.

If a cancellation request is approved within this timeframe and the order has not entered processing, a refund will be issued minus the applicable 10% cancellation fee to cover payment processing and administrative costs.

After the 12-hour cancellation period, cancellation cannot be guaranteed if the order has entered processing, packaging, or shipping stages.

Article 7 – Returns & Right of Withdrawal

Customers may request a return within 30 days of receiving their order, subject to the conditions outlined in our Return & Refund Policy.

Returned items must be:

  • Unused
  • In their original packaging
  • In the same condition as received

Certain products may be excluded from return for hygiene reasons.

Article 8 – Return Costs

Unless otherwise required by law:

  • Customers are responsible for return shipping costs.
  • Willow & Grace London is not responsible for items lost or damaged during return transit.
  • We recommend using a tracked shipping service.

Article 9 – Exclusions from Returns

Returns may not be accepted for:

  • Underwear
  • Lingerie
  • Opened hygiene products
  • Custom-made or personalised products
  • Any item not in its original condition

Article 10 – Pricing & Payments

All prices displayed on the website are shown in the applicable currency and include taxes where legally required, unless stated otherwise.

We reserve the right to change prices at any time without notice. Price changes do not affect orders already confirmed.

Payment must be completed before an order is processed or shipped.

Article 11 – Delivery

Orders are typically processed within 1–3 business days and delivered within 8–12 business days after dispatch.

Delivery times are estimates only and may be affected by factors beyond our control, including customs delays, weather conditions, and carrier disruptions.

Willow & Grace London cannot be held liable for delays caused by third-party shipping providers.

Article 12 – Complaints

If you have a complaint regarding a product or service, please contact us as soon as possible at support@willowgracelondon.com.

Complaints should preferably be submitted within 7 days of receiving your order.

We aim to respond to all enquiries within a reasonable timeframe and work towards a satisfactory resolution.

Article 13 – Limitation of Liability

To the fullest extent permitted by law, Willow & Grace London shall not be liable for any indirect, incidental, consequential, or special damages arising from the use of our website, products, or services.

Our total liability shall never exceed the amount paid by the customer for the relevant order.

Article 14 – Intellectual Property

All content on this website, including text, images, logos, graphics, product descriptions, and website design, remains the property of Willow & Grace London or its licensors and may not be copied, reproduced, or distributed without prior written permission.

Article 15 – Governing Law

These Terms & Conditions shall be governed and interpreted in accordance with applicable consumer protection and commercial laws.

Any disputes arising from the use of this website or purchases made through it shall be subject to the jurisdiction of the competent courts.

Contact Information

For questions regarding these Terms & Conditions, please contact:

Willow & Grace London
Email: support@willowgracelondon.com