Returns & Refunds

Changed your mind? No worries!

At WILLOW, we want you to love everything you bring home. We understand that sometimes a purchase just isn't quite right, and we're here to make the return process as simple and stress-free as possible.

Our Return Policy

Within 14 Days — Full Refund

If you're not completely satisfied with your purchase, you may request a return within 14 calendar days of delivery for a full refund of the eligible returned merchandise to your original payment method.

Days 15–30 — Store Credit

If you're outside the 14-day refund window but still within 30 calendar days of delivery, you may request a return for store credit equal to the eligible returned merchandise value.

Store credit can be used toward a future purchase at WILLOW.

After 30 Days

Unfortunately, we are unable to accept standard returns after 30 calendar days from the delivery date.

Return Eligibility

To qualify for a return, items must:

  • Be unused, unwashed, and in their original condition.

  • Include original packaging, tags, and accessories when applicable.

  • Be accompanied by proof of purchase or an order number.

  • Have a return request submitted within the applicable return window.

Items showing signs of use, damage caused after delivery, or missing components may not qualify for a standard return.

How to Start a Return

Need to return something? We're happy to help!

  1. Contact our customer care team at [WILLOW Support Email] with your order number and the item you'd like to return.

  2. Our team will review your request and provide return instructions.

  3. Once your eligible return is received and inspected, we'll process your refund or issue store credit based on the date you submitted your return request.

Please do not send items back without contacting us first. Return addresses may vary depending on the product and fulfillment location.

Refund Processing

For approved returns requested within 14 days of delivery, refunds will be issued to the original payment method.

Once your return has been received and approved, please allow up to 10 business days for us to process your refund. Your bank or payment provider may require additional time for the funds to appear in your account.

Original shipping charges, if separately paid, are nonrefundable for standard change-of-mind returns.

Store Credit

For eligible returns requested between days 15 and 30 after delivery, store credit will be issued after the returned item has been received and approved.

Store credit can be applied toward future purchases at WILLOW and is not redeemable for cash, except where required by law.

Return Shipping

For standard returns due to a change of mind, customers are responsible for return shipping costs.

If an item arrives damaged, defective, or incorrect, please contact us so we can arrange an appropriate resolution at no additional cost to you.

We recommend using a trackable shipping service for returns.

Damaged, Defective, or Incorrect Items

We carefully select our products and want every order to arrive just as expected.

If something arrives damaged, defective, or incorrect, please contact us as soon as possible with your order number, a description of the issue, and photos if available.

We'll review the situation and work with you to arrange an appropriate replacement, refund, or other resolution.

Non-Returnable Items

For health, hygiene, and safety reasons, certain products may not be eligible for change-of-mind returns, including:

  • Used or opened candles, essential oils, and aromatherapy products.

  • Opened or used cleaning solutions and household chemicals.

  • Gift cards.

  • Items clearly marked as final sale before purchase.

These exclusions do not limit your rights regarding damaged, defective, incorrect, or otherwise nonconforming merchandise under applicable law.

Exchanges

At this time, we do not offer direct exchanges.

If you'd like a different item, size, or color, you may request a return under the applicable policy and place a new order.