Returns Policy

Last updated: 26 June 2026

At Willow & Rose London, we do everything we can to ensure that our customers are satisfied with their purchases. However, we understand that you may occasionally wish to return an item.

This policy explains how returns, cancellations and refunds are handled. Please contact us at info@willowroselondon.com before returning an item so that we can provide the correct return instructions.

Nothing in this Returns Policy affects your statutory rights under UK consumer law.

1. How we operate

Willow & Rose London operates using a direct-from-supplier fulfilment model.

To reduce unnecessary stock and waste, some products are dispatched directly by our supplier, which may be based in China. Depending on the product and circumstances, returns may therefore need to be sent to an international return address provided by us.

Customers must not return an item to the address shown on the parcel without first contacting us, as this may not be the correct return address.

2. Return and cancellation period

For most products purchased online, you have the right to cancel your order without giving a reason within 14 days after receiving the goods. After informing us of your decision to cancel, you normally have a further 14 days to return the goods.

To request a return or exercise your right to cancel, contact us at:

info@willowroselondon.com

Please include:

• Your order number
• Your full name
• The product you wish to return
• A clear statement that you wish to cancel or return the order
• Photographs and a description where the item is faulty, damaged or incorrect

You do not need to provide a reason when exercising your statutory right to cancel an eligible online purchase.

Once your request has been reviewed, we will provide the applicable return instructions and return address.

3. Return conditions

Returned items should be handled only as much as reasonably necessary to inspect their nature, characteristics and fit.

Where possible, items should be returned:

• Unworn, other than for trying on
• Unwashed
• Undamaged
• With their original labels and tags attached
• In their original packaging, where reasonably possible

We may make a reasonable deduction from the refund where the value of an item has been reduced because it has been handled beyond what would normally be permitted when examining it in a physical shop.

Items purchased during a sale remain subject to the same statutory cancellation and consumer rights as full-price items.

4. Items excluded from change-of-mind returns

The statutory right to cancel may not apply to certain products, including:

• Personalised or made-to-order products
• Goods that deteriorate or expire rapidly
• Sealed goods that are unsuitable for return for health-protection or hygiene reasons where the seal has been broken after delivery

This may include certain underwear, swimwear, earrings or similar hygiene-sensitive products, depending on how they are packaged and whether the hygiene seal has been removed.

These exclusions do not affect your rights where an item is faulty, damaged, misdescribed or otherwise not of satisfactory quality.

5. Return costs and procedure

Where you are returning an item because you have changed your mind, you may be responsible for the direct cost of returning it, provided this was made clear before the purchase.

Where an item is faulty, damaged, incorrect or not as described, we will handle the return in accordance with your statutory consumer rights and will not require you to bear unreasonable return costs.

Please use a tracked return service and retain your proof of postage until the return and refund have been completed.

You remain responsible for the parcel until it reaches the return address, except where the law provides otherwise.

6. Alternative solutions

International returns can sometimes be expensive or time-consuming. In appropriate cases, we may offer an alternative solution, such as:

• A replacement
• A partial refund
• A discount
• Another solution agreed with you in writing

You are not required to accept an alternative solution instead of exercising a statutory right that applies to your purchase.

7. Faulty, damaged, incorrect or misdescribed items

Please inspect your order after delivery and contact us as soon as possible if the item is:

• Faulty
• Damaged
• Incorrect
• Not as described
• Not of satisfactory quality
• Not fit for its intended purpose

Please email info@willowroselondon.com with your order number, clear photographs and a description of the issue.

Photographs may help us assess the problem quickly, but a lack of photographs does not automatically remove any statutory rights you may have.

Under UK consumer law, customers may have a short-term right to reject faulty goods within 30 days of delivery.

8. Refunds

For an eligible change-of-mind cancellation, we will issue the refund within 14 days after receiving the returned goods or receiving satisfactory evidence that they have been sent back, whichever occurs first.

Refunds will normally be issued using the same payment method used for the original purchase, unless otherwise agreed.

Where required by law, the refund will include the cost of the least expensive standard delivery method offered at checkout. Additional delivery costs resulting from a more expensive delivery option are not refundable.

Original delivery charges may not be refunded where no statutory right to a delivery-cost refund applies.

9. Order cancellations before dispatch

Contact us as soon as possible at info@willowroselondon.com if you wish to cancel or change an order.

We will try to process your request before dispatch, but this may not always be possible once fulfilment has begun. Where an order has already been dispatched, you may still exercise any applicable statutory cancellation rights after delivery.

Nothing in this policy prevents you from exercising lawful rights through your bank, card issuer or payment provider. We do, however, encourage you to contact us first so that we have an opportunity to resolve the issue.

10. Delivery issues and incorrect addresses

Please check your delivery address carefully before completing your order.

Address errors should be reported as quickly as possible by emailing info@willowroselondon.com. We cannot guarantee that an address can be changed after fulfilment has started.

A tracking status showing that a parcel has been delivered may be considered when investigating a claim, but it does not automatically remove your rights where the order was not actually delivered to you or to a person authorised by you.

11. Contact details

Willow & Rose London
Email: info@willowroselondon.com

Ik heb enkele bepalingen aangepast in plaats van ze letterlijk over te nemen. Voor Britse online verkopen mag je onder meer niet eisen dat een klant altijd een “geldige reden” opgeeft, alle sale-artikelen uitsluiten of standaard weigeren om de oorspronkelijke normale verzendkosten terug te betalen.