Refund policy

Non-Personalised Items

We want you to love your purchase. If you’re not completely satisfied with a non-personalised item, you may return it within 14 days of delivery for a refund or exchange, provided it is unused, in its original packaging, and in resalable condition.

• Return shipping costs are the responsibility of the customer unless the item is faulty.
• Refunds will be processed within 7 working days of receiving the returned item.

 

Personalised & Made-to-Order Items

Due to the bespoke nature of our products, personalised and custom-made items are non-returnable and non-refundable, unless:

• The item arrives damaged or defective
• There is a mistake in the personalisation that differs from your approved proof or order details

If you believe your item is faulty or incorrect, please contact us within 48 hours of delivery with photos and a description of the issue. We’ll do everything we can to make it right.

 

How to Initiate a Return

Email us at hello@willowandinkstudio.co.uk with your order number and reason for return. We’ll guide you through the next steps.