Refund policy
We hope you love your purchase from Willow West, but if something isn’t perfect, we’re here to help. Please review our return policy carefully before submitting a return
Refunds - Store Credit
Eligible items may be returned for a STORE CREDIT ONLY. Store credit will be issued once the returned item has been received and inspected. Store credit never expires and can be used towards any Willow West Purchase
How to Initiate a Return
To request a return, please email shopwillow.west@gmail.com with the following:
- Your order number
- A brief explanation of why you are requesting a return
- Photos, if the item is damaged or incorrect
You will receive a response with your approval status and the next steps.
Return Timeframes
- Initiation: Returns must be initiated within 7 days of your item being delivered.
- Shipping Window: Once your return is approved, you have 4 days to ship the item back.
- Local Pickup Orders: If you selected local pickup, you must request a return within 7 days of your order being marked as “picked up” or “delivered.”
Return Processing Window
Once your return is delivered to us, please allow 3 to 5 business days for processing. You will receive an email once your return has been inspected and your refund has been issued.
Note: Processing time does not include shipping time.
Non-Returnable Items (Final Sale)
The following items are final sale and cannot be returned or refunded:
- Items purchased at a discount of 20% or more (including sale items)
- Accessories
- Swimwear
- Shoes
- Bodysuits
- Merch
Condition of Returned Items
To receive a refund, items must be returned in original, unworn condition, including:
- Tags attached
- Free of makeup, deodorant marks, and stains
- Free of excessive human or animal hair
- Free of smoke or strong odors
- Not washed, worn, or altered
- Folded/packaged appropriately
Items not meeting these requirements may be denied or subject to a $10 restocking fee, deducted from your refund.
Defective or Incorrect Items
If you receive a defective or incorrect item, please email us within 2 days of delivery with photos of the issue.
If we are not notified within this 2-day window, the item may no longer qualify for a refund or replacement.
Please note:
- Color variations due to lighting, photography, or screen differences do not qualify as defects.
- Damage caused by improper washing, handling, or sizing issues is not considered a defect.
Late Returns
Items shipped outside the approved return window will be returned to the sender at the customer’s expense.
Return Limits
To keep our inventory moving fairly for all customers, returns are limited to 7 items per customer per month.