Refund policy

1. Your 30-day return window

You have 30 calendar days from delivery to request a return. Keep your order confirmation handy so we can find your purchase and identify the items you want to send back.

For an order delivered in separate parcels, note the delivery date of the parcel containing the item you want to return. Include that date when contacting us so we can review the request against the return window.

2. Keep the item in returnable condition

Please keep the item unused and in its original condition, with its packaging, tags and accessories. Before sealing the parcel, check that everything originally included is inside.

3. Start with an email

Write to hello@willowna.com with your order number, the item name and the reason for your return. For an order with multiple items, tell us exactly which ones you are returning.

You can use a subject such as “Return request — Order #1234.” In the message, list the item, color, size and quantity, especially when the same style appears more than once in your order.

4. Request an exchange

Tell us which item you want to return and the color or size you would like instead. We will confirm availability before arranging the replacement.

For example, you can write “I received the black dress in size 4 and would like size 6.” Include the product name as shown in your order confirmation so we can check the correct style.

5. When a replacement is unavailable

Contact us to discuss another available option or a refund for your approved return. We will confirm the next step before you ship the parcel.

6. Free return shipping

Willowna covers return shipping for eligible returns from every destination we serve. Follow the instructions we provide so the parcel is sent using the arranged return method.

Keep the return instructions and the carrier receipt together. When the carrier asks for payment despite the instructions you received, contact us before paying so we can review the shipment details.

7. Free exchange shipping

Willowna covers both the return shipment and standard delivery of the approved replacement. We will explain how to send the original item back and confirm the replacement details with you.

8. Wait for the return instructions

Start your request before mailing anything. Use the return address and shipping instructions we send for your order. The business address in our footer serves a separate purpose.

When returning items from different orders, list each order number and wait for instructions before combining them. This helps us match each item to the correct payment and return request.

9. Pack your parcel securely

Protect the item during transit and include its original components. Keep your drop-off receipt and tracking number until the return or exchange is complete.

10. Damaged or incorrect items

Email your order number and photos of the item and its packaging. Tell us what arrived and what you expected so we can review the issue and arrange the appropriate next step.

For a wrong size or color, include a clear photo of the item label or tag. For damage, include a close-up of the affected area and a photo showing the whole item.

11. Track your return

Use the carrier tracking number to check when the parcel arrives. When tracking stops updating, send us the number and last scan so we can help trace it.

12. Return inspection takes 1–3 days

We inspect the return within 1–3 days after we receive it. The inspection checks the condition of the item and the contents of the parcel against your request.

A carrier’s delivered scan and the completion of our inspection are separate events. Use the tracking scan to confirm arrival, then allow the inspection window before checking the refund status.

13. Refunds are completed within 3–5 days of approval

Once the return passes inspection, we complete the refund to your original payment method within 3–5 days. Keep your order number and refund correspondence together for easy follow-up.

14. Check your original payment method

Look for the refund on the payment method used at checkout. When you need help locating the transaction, email us with your order number and the date of the refund notice.

For a debit or credit card, check the account linked to the card used for the order. When a card has been replaced or the account is closed, contact your payment provider for help locating a refund sent to the original account.

15. Get help with your return

Email hello@willowna.com or use our contact form. Our customer service team is available Monday–Saturday, 9:00 AM–6:00 PM Pacific Time. We are closed on Sundays and public holidays.