Refund policy

If you would like to exchange or return a product, no problem! We are a family-owned, small business and stand behind the quality of our handcrafted products. We want you to be happy with your willow purchase. 

You are welcome to exchange all new condition products in its original form for a product(s) of equal or lesser value. To be eligible for a return, your item must have no visible signs of wear or use and be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Returned items . 

Returns and exchanges are allowed within 30 days of your purchase. We cannot accept returns or exchanges on any items after 30 days of the date of purchase. To start a return, please contact us at info@willownola.com for return coordination. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please allow up to 3 weeks for returns/exchanges to be processed. If you requested an exchange, it could take up 10 business days after we receive your return for the new item to ship.

Damaged Items or Issues

Please inspect your order upon reception and contact us immediately (no later than five days of receiving the product) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If the item you received is damaged, please email and send photos of the damaged goods to info@willownola.com within 5 days of receiving the product, and we will ship you a replacement item.

We appreciate that you open the box and check the order within the 5-day time frame. We cannot accept any claims for damaged or missing merchandise after five business days of receipt of the goods. 

Shipping for Returns

We will be happy to cover the shipping costs back to you for the exchange. However, we ask that you cover the shipping charges back to willow. Please email info@willownola.com to coordinate the return or exchange. Original shipping costs are not refundable. Depending on your location, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $50, please use a trackable shipping service or consider purchasing shipping insurance. 

Refunds

Once your return is received, inspected and approved, the refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.P lease remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@willownola.com/

Exceptions / non-returnable items

Only regular priced items may be refunded. Unfortunately, certain types of items cannot be returned, like custom products (such as special personalized engraved board), sale items and gift cards are all final sale, no returns are allowed. Please get in touch at info@willownola.com with any additional return questions.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.