Refund policy
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with any original packaging where applicable, and accompanied by your receipt or proof of purchase.
To start a return, please contact us at support@willowmoontoyou.co.uk (replace with the forwarding email you create if different).
If your return request is approved, we’ll provide instructions on how and where to return your item. Please do not send items back without contacting us first, as we cannot accept returns that have not been authorised.
Unless an item is faulty, damaged, or incorrect, customers are responsible for the cost of return shipping.
You can always contact us with any return-related questions at support@willowmoontoyou.co.uk.
Damages and Issues
Please inspect your order upon arrival and contact us as soon as possible if your item is defective, damaged, or if you receive the wrong item. We’ll assess the issue and work with you to resolve it promptly.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, including:
- Perishable goods (such as food, flowers, or plants)
- Custom or personalised products
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
Please contact us if you have any questions about whether your item is eligible for return.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The quickest way to receive a different item is to return your original purchase once it has been approved and processed, then place a new order separately.
European Union 14-Day Cooling-Off Period
If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days for any reason and without providing a justification.
Returned items must be in the same condition in which they were received, unused, with original packaging where applicable, and accompanied by proof of purchase.
Refunds
Once we’ve received and inspected your returned item, we’ll let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at support@willowmoontoyou.co.uk.