Cancellations & Amendments

We work quickly to prepare and dispatch orders, so if you need to cancel or amend an order, please contact us at hello@willowandbow.co.uk as soon as possible.

We'll always do our best to accommodate your request, but once an order has been prepared, personalised or dispatched, it may no longer be possible to make changes.

Personalised or customised products may not be cancellable once production has begun, where the relevant legal exception applies.

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Change of Mind Returns

For eligible online purchases, you have a 14-day statutory right to cancel your order without giving a reason.

Your cancellation period starts on the day after you receive your order.

Step 1 - Tell us you wish to cancel

If you wish to cancel, please contact us at hello@willowandbow.co.uk within 14 days of receiving your order and clearly tell us that you wish to cancel.

Once you have notified us of your cancellation, your statutory cancellation right has been exercised. You do not need to wait for us to confirm that you have a right to cancel before doing so.

Step 2 - Wait for our return instructions

Please do not send your order back without contacting us first.

Once we receive your cancellation request, we will review the order and confirm whether the items are eligible for return. This is particularly important for Willow & Bow gifts because some products may be personalised, customised, perishable, opened or otherwise subject to an applicable exception to the statutory right to cancel.

We will then provide you with the appropriate return instructions and return address.

Where the goods are eligible for return, you will still have a further 14 days from the date you notified us of your cancellation to return the goods.

Our request that you contact us before returning an order does not remove or restrict your statutory cancellation rights.

Condition of returned goods

You are responsible for taking reasonable care of the goods while they are in your possession.

You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way you would reasonably be able to inspect them in a shop.

If goods have been handled beyond this and their value has been diminished as a result, we may make an appropriate deduction from the refund where permitted by law.

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Non-Returnable Items

Some products may be excluded from cancellation or return where a specific legal exception applies.

These may include:

Personalised or customised products

Products made or customised specifically to your requirements may not be eligible for cancellation once production has begun, where the relevant legal exception applies.

This may include personalised gift boxes, personalised lettering, custom branding and other products made specifically to your requirements.

Perishable products

Food or other goods that are liable to deteriorate or expire rapidly may not be eligible for cancellation where the relevant legal exception applies.

Opened or consumed products

Products that have been opened, used or consumed may not be eligible for return where their condition means they cannot reasonably be resold or where a specific legal exception applies.

For sealed products, including alcoholic drinks, we recommend keeping all seals intact if you think you may wish to exercise your right to cancel.

Alcohol is not automatically excluded from cancellation simply because it is alcohol.

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Damaged or Defective Items

We carefully check every Willow & Bow gift before it leaves our studio.

If your order arrives damaged, faulty, incorrect or materially different from what you ordered, please contact us as soon as possible.

Where possible, please contact us within 48 hours of delivery and provide:

• your order number;
• details of the issue; and
• clear photographs showing the damage or problem.

The 48-hour timeframe helps us investigate transit damage quickly, but it does not limit your statutory rights.

Depending on the circumstances, we may arrange a replacement, repair, price reduction or refund in accordance with your statutory rights.

If an item has been damaged during delivery, please retain the original packaging until we have advised you what to do with it.

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Refunds

Where you exercise your statutory right to cancel, we will refund you in accordance with applicable consumer law.

We may wait until the goods have been returned to us, or until you provide evidence that they have been sent back, before issuing the refund where permitted by law.

Refunds will normally be made to the original payment method.

Where a statutory cancellation applies, we will refund the cost of our standard delivery service. If you selected a more expensive delivery option, we are not required to refund the additional cost.

Once your refund has been processed, the time taken for the funds to appear in your account may depend on your bank or payment provider.

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Alcohol & Age Verification

You must be aged 18 or over to purchase alcohol from Willow & Bow.

By placing an order containing alcohol, you confirm that you meet this requirement.

Alcohol deliveries are subject to age verification. Our delivery partners may operate a Challenge 25 procedure and may request valid proof of age where the recipient appears under 25.

If a delivery cannot be completed because the recipient is under 18 or cannot satisfy the required age-verification check, delivery may be refused and the order returned to us.

Where an order is returned because the customer was unavailable, refused to provide required age verification, or otherwise failed to meet the delivery requirements, any refund will be considered in accordance with the circumstances of the failed delivery and your statutory rights. Reasonable delivery or return costs incurred may be deducted where permitted by law.

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Incorrect Delivery Address

Please check your delivery address carefully before completing your order.

If an order cannot be delivered because an incorrect or incomplete address was provided by the customer, we will contact you to discuss the available options.

If redelivery is required, an additional delivery charge may apply.

Where perishable goods become unsuitable for resale or consumption as a result of a delay caused by an incorrect address supplied by the customer, we may be unable to replace those goods free of charge.

We will always discuss the situation with you before applying additional charges.

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Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.

Where goods are faulty, damaged, not as described or otherwise fail to meet the requirements of applicable consumer law, your statutory rights and remedies continue to apply.

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Get in Touch

If you have any questions about cancelling an order, returning an item or requesting a refund, please contact us:

Willow & Bow
Email: hello@willowandbow.co.uk

We're a small business and genuinely care about every gift we send. We'll always do our best to resolve any issue fairly and promptly.