Refund policy

Returns & Refunds Policy

Eligibility

Because our items are handmade and printed to order, returns are only accepted if your item arrives damaged or faulty. Please contact us within 7 days of delivery with clear photos.

Non-Returnable Items

• Custom or personalised items
• Used or damaged items (after delivery)

Return Process

Email shop@thewillowsstudio.wales with your order number, photos, and reason for return. Once approved, we’ll provide return instructions.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

Refunds

Refunds are issued once the returned item is received and inspected. Refunds will be processed to the original payment method.