Returns & Refunds Policy

Last updated: 8 September 2026

1. Returns
We want you to love what you ordered. If you're not satisfied, you may return most items within 30 days of delivery for a refund or exchange, provided they are unused, unworn, and in their original packaging with tags attached.

2. How to Start a Return
To start a return, email us at info@willow-hope.com with your order number and the reason for your return. We'll confirm the details and provide instructions for sending the item back.

3. Return Shipping
Return shipping costs are the responsibility of the customer, unless the item arrived faulty or incorrect. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit back to us.

4. Refunds
Once we receive and inspect your return, we will notify you of the approval status. Approved refunds are processed within 5 to 7 business days to your original payment method. Please note it may take additional time for your bank or card provider to reflect the refund.

5. Exchanges
If you'd like a different size or item, please contact us at info@willow-hope.com and we'll do our best to arrange an exchange, subject to stock availability.

6. Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery with photos of the issue, and we will arrange a replacement or full refund at no extra cost to you.

7. Non-Returnable Items
For hygiene reasons, earrings and pierced jewellery cannot be returned unless faulty.

8. Your Statutory Rights
This policy does not affect your statutory rights as a consumer under UK law, including your right to cancel most orders within 14 days under the Consumer Contracts Regulations.

9. Contact Us
For any questions about returns or refunds, contact us at info@willow-hope.com.