Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must 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.

To start a return, please contact us. Please explain the problem and provide photographs if the item is damaged.

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. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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.

European Union — Right of Withdrawal

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving your last item, for any reason and without justification.

To exercise your right of withdrawal, please submit your request directly through your customer account at https://account.willowwulf.com — open the relevant order and follow the steps to request a return or cancellation. No need to contact us first.

If you checked out using a phone number only, please use the returns link in your SMS order confirmation to submit your request.

You must send the item back within 14 days of notifying us of your withdrawal. Your item must be returned in the same condition as received — unworn, unused, with tags, and in its original packaging. You'll also need proof of purchase.

We will refund the standard delivery cost of your original order within 14 days of receiving the returned items, to your original payment method. We do not refund premium or express delivery upgrades. Return shipping costs are at your expense.

Please note that personalised or custom-made items are exempt from the right of withdrawal and cannot be returned unless faulty.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please 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 don't hesitate to get in touch: Contact Us