Returns Policy

Refund Policy

Your satisfaction matters to us at Willow & Rose London. If something about your order isn't right, this Refund Policy walks you through your rights and exactly how to send an item back.

30-Day Right of Return

You have thirty (30) calendar days from the day your order arrives to return it to us — no reason required.

This goes beyond the statutory 14-day cancellation window set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — we've built in an extra 16 days so you have real time to try the product before deciding.

If the 30th day lands on a weekend or public holiday, the deadline rolls over to the next business day. For orders shipped in multiple parcels, the clock starts once the final item arrives.

Both defective and non-defective items can be returned under the terms below.

Section 2 — Condition of Returned Items

To qualify for a refund, items must come back to us as new:

• Unworn, unwashed, and undamaged
• Still in their original, unopened packaging, complete with tags and any accessories or instructions
• Accompanied by your invoice or delivery note

Products that show signs of use, damage, or an opened/damaged package fall outside our voluntary returns policy and can't be accepted back.

(This condition applies to our own return process and does not limit your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013, which still apply in full.)

Section 3 — What Can't Be Returned

Per the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel doesn't extend to:

• Items made or personalised to your specifications
• Items that spoil or expire quickly
• Sealed items that can't be returned for hygiene or health reasons once unsealed

Any product this applies to will say so clearly on its product page.

Section 4 — How to Return an Item

Step 1 — Let us know

Email info@willowroselondon.com before sending anything back, and include:

• Your name
• Your order number
• Which item(s) you're returning
• Why you're returning it (optional)

Step 2 — We'll send return details

Within 24 business hours, we'll email you:

• The address to send it to
• A return authorisation number (RMA) — please write this clearly on the parcel
• Any other instructions you'll need

Step 3 — Post it back

We only accept returns sent by post — we can't take returns in person or at a pickup location.

Repack the item securely in its original packaging and send it to the address we provide. We'd recommend using a tracked (and, for higher-value items, insured) shipping method, since the parcel is your responsibility until it reaches us.

It needs to arrive within the 30-day window from when you originally received it.

Section 5 — Who Pays for Return Shipping

Return postage is on you, the customer, except when:

• The item is faulty or not as described
• We made a shipping mistake
• You're exercising your statutory rights (see Section 7)

— in which case, we cover it. We never charge a restocking fee; you get back exactly what you paid for the item.

Section 6 — Getting Refunded

6.1 How long it takes

Once we've received your return and confirmed it meets our conditions, we'll process your refund within five (5) business days. Your bank or payment provider may take another 1–3 days to actually show it in your account.

6.2 How much

You'll get back everything you paid for the item — nothing withheld. Since delivery is free with Willow & Rose London, there's no shipping cost to deduct either.

6.3 How you're refunded

Refunds go back in GBP, using the same payment method as your original order (card, Apple Pay, Google Pay, or Shop Pay), unless you specifically ask us to use a different method. No extra fees either way.

Section 7 — Faulty, Damaged, or Wrong Items

If your item arrives faulty, damaged in transit, or different from what you ordered:

• Email info@willowroselondon.com within 72 hours of delivery with your order number and photos of the item and its packaging
• Hang on to the original packaging and everything that came with it

Once we've reviewed it, depending on what you'd prefer and what's in stock, we'll arrange — at no cost to you — a matching replacement, a comparable alternative, or a full refund. We cover return shipping in these cases and will send you a prepaid label.

Your Statutory Rights

None of this affects your legal rights as a consumer under the Consumer Rights Act 2015:

• Goods must be of satisfactory quality, fit for purpose, and match their description — if they don't, you're entitled to a remedy under the Act.
• 30-day right to reject: you can reject faulty goods for a full refund within 30 days of receiving them.
• Repair or replacement after 30 days: if a fault turns up later, you're entitled to a repair or replacement — and a refund or price reduction if that doesn't fix things.
• Within the first six months, a fault is assumed to have existed at delivery unless we can show otherwise.

Nothing here limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Section 8 — Exchanges

Exchanges follow the same rules as returns — 30 days from delivery, item in new condition.

Follow the Section 4 process and just note in your email that you'd like an exchange, along with the replacement item, size, or model you want.

If the replacement is in stock, we'll ship it once we receive your return. If it's no longer available, we'll refund you per Section 6 instead.

Section 9 — Cancelling Before Your Order Ships

Want to cancel before it's shipped? Email info@willowroselondon.com as soon as you can. If we haven't started preparing it yet, we'll cancel it and refund you in full. If it's already on its way, you'll need to go through the standard return process instead.

Section 10 — At a Glance

Section 11 — Contact Us

For anything related to a return or refund:

Willow & Rose London  — Returns
Store Name: Willow & Rose London
Company: Willow & Rose London
Address: Meeuwenweg 19 , 7557 BE , Hengelo , Overijssel
Chamber of Commerce Number :97381101
VAT Number : NL005266636B78
Email: info@willowroselondon.com
Phone : +31 6 57973680
Customer service hours: Monday to Friday: 9:00 AM – 6:00 PM (ET)
Saturday: 10:00 AM – 4:00 PM (ET)

We aim to get back to you within 24 business hours.