Returns & Refunds Policy

Willow & Ivy

At Willow & Ivy, we carefully curate timeless pieces for your home. We hope you love your purchase, but if something isn’t quite right, we’re here to help.

Returns Eligibility

You have the right to request a return within 14 days of receiving your order.

To be eligible for return, items must be:

• Unused and in perfect resale condition
• Returned in original packaging
• Complete with all parts and protective materials
• Not assembled or installed

Because many items are delivered directly from our specialist suppliers, all returns must be authorised before sending items back.

Returns sent without approval cannot be accepted.

Non-Returnable Items

Unless faulty or damaged, we cannot accept returns for:

• Made-to-order or customised items
• Clearance or sale items
• Assembled or used furniture
• Items returned without original packaging

Damaged or Faulty Items

Please inspect your order upon delivery.

If your item arrives damaged or faulty, contact us within 48 hours of delivery, including:

• Your order number
• Description of the issue
• Clear photographs of the item and packaging

We will arrange a replacement or refund as quickly as possible.

Change of Mind Returns

If you wish to return an item due to a change of mind:

• Return or collection costs are the responsibility of the customer
• Original delivery charges are non-refundable
• Large furniture items may incur collection fees
• Supplier restocking charges may be deducted where applicable

All costs will be confirmed before a return is arranged.

Refunds

Once the returned item has been received and inspected, refunds will be processed within 5–10 working days to the original payment method.

Furniture & Large Items

Please ensure items can fit through doorways, hallways and staircases prior to ordering. Returns due to access restrictions may incur collection and restocking charges.

How to Request a Return

To request a return, please contact:

Willow & Ivy Customer Care
Email: info@willowandivyhome.co.uk

Please include your order number and reason for return