Refund policy
We have a 30-day return policy. If 30 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.
To be eligible for a return, your item must be unused & in the same condition that you received it. It must also be in the original packaging.
We do not accept returns of customised items & these are therefore non-refundable UNLESS they are damaged or defective. Please do email us if you have any queries in this regards.
Refunds (if applicable)
Once your return is received & inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed & a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this & you still have not received your refund yet, please contact us at
hiwillowheartist@hotmail.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hiwillowheartist@hotmail.com & send your item to: Thewillowheartist, 12 Masons Way, Corsham, Wiltshire SN139XP United Kingdom
Shipping
To return your product, you should mail your product to:
thewillowheartist, 12 Masons Way, Corsham, Wiltshire SN139XP, United Kingdom
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £20 you should consider using a trackable shipping service. We don't guarantee that we will receive your returned item.