Returns and Refunds

We hope you love your Willow & Wings order, but if something isn’t quite right, please get in touch and we’ll be happy to help.

Changed your mind?

If you purchase from us online, you have the right to change your mind and cancel your order within 14 days of receiving it.

Please contact us within those 14 days to let us know you’d like to make a return. You then have a further 14 days to send the item back to us.

Please take reasonable care of items while they are in your possession. You may inspect them as you would in a shop, but we may make a reasonable deduction from your refund if handling beyond what is necessary to inspect the item has reduced its value. Where possible, please return items in their original packaging.

Unless your item is faulty, damaged or incorrect, you will be responsible for the cost of returning it.

Once we receive your return, we’ll process your refund to your original payment method. Refunds will normally be made within 14 days of receiving the returned goods, although your bank or payment provider may take additional time to show the funds in your account.

Handmade & individually curated products

Many Willow & Wings products are assembled and curated by hand. Ephemera Packs, Texture Bundles, Starter Kits and other curated products may therefore contain slightly different individual pieces from those shown in our photographs.

These natural variations are part of what makes each Willow & Wings collection unique and are not considered faults. Your order will always be carefully selected to reflect the style, colours and character of the product or collection you have chosen.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or isn’t what you ordered, please contact us as soon as possible so we can put things right.

Please include your order number and, where helpful, photographs showing the problem.

For faulty goods, you may have the right to reject the item and receive a full refund within 30 days, as well as further rights to repair, replacement or refund after this period.

Nothing in this policy affects your legal rights.

Personalised or custom-made items

Goods made to your specifications or clearly personalised for you are not normally covered by the 14-day change-of-mind cancellation right. This does not affect your rights if an item is faulty, damaged or not as described.

Digital products

For downloadable digital products, your 14-day cancellation right may end once the download begins, provided you have expressly agreed to receive the digital content immediately and acknowledged that you will lose your right to cancel once supply begins. Where applicable, we will ask for this agreement before the download is made available.

This does not affect your statutory rights where digital content is faulty or not as described..

Returning your order

Please contact us before sending anything back so we can provide the correct return details and help make the process as straightforward as possible.

We recommend obtaining proof of postage when returning an item. You remain responsible for the returned goods until they reach us.

Original delivery costs

When you exercise your statutory right to cancel an entire order, we will also refund the cost of our standard delivery option. If you chose a more expensive delivery service, any additional delivery cost above our standard rate does not have to be refunded.

If you return only part of an order, the original delivery charge may not be refundable.

Need help?

If you have any questions about a return or refund, please contact us through our Contact page and include your order number if you have one.