UK Returns

If for any reason you are not completely satisfied with your online purchase and would like to return the item for a refund, please return the item to us within 14 days of receipt of your purchase.

Contact us within: 14 days of delivery
Send items back within: 30 days of delivery

Exempt from any refund are custom commissions, made to order items or jewellery altered to a customers request.

To return an item to us please contact us with your request and a photo detailing any problems with an accompanying brief explanation. Please return your item/s in the original box.

Willow and Stag do not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities are those of the customer

International Returns

When returning an item from overseas, please still make sure to follow the above steps.

Contact us within: 14 days of delivery
Send items back within: 30 days of delivery

Note:
Willow and Stag does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities are those of the customer. Therefore we strongly recommend using a secure and tracked service to return the goods to us.

Customs & Returns

Please take care if a customs declaration form is required, to correctly mark the goods as a ‘Returned Item’. This will ensure that no additional customs fees are incurred. In the instance that an item is incorrectly marked and a customs fee is incurred, this charge may be passed onto the customer. It may also delay the returns process.
If you are at all unsure about how to correctly fill in the customs form, then please speak with the relevant customs or post department before returning the item.

Exchanges

Unfortunately we are unable to offer an exchange of your order. However you can return an unwanted item to us for a full refund and place a new order for an alternative item.

Important Information

Any return received without contacting us will result in a delay in your refund being processed, and in some circumstances may be returned to the sender.

Returns received outside of the above stated timelines are accepted at the discretion of Willow and Stag.

Refunds will be issued within 14 days of Willow and Stag receiving your return.

All refunds of undamaged and unworn products that have been correctly returned, will be credited to the customer via the original method of purchase.

Unwanted gifts and goods returned without a receipt may be exchanged for a credit note.

Please refer to our return policy above for items that are exempt from refund.

Returning Faulty Goods

In the rare event that goods are delivered faulty or damaged please contact us with a photo of the problem and brief note, so we can assess the problem and come up with a suitable solution/ arrange a replacement or a refund.

If the package you receive is damaged or open please do not accept the delivery and contact us immediately to arrange a replacement. Should this occur, we will cover additional delivery costs and re-arrange delivery of a new replacement item.

The return of faulty items will only be accepted if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within the 3 months after delivery. All items that are returned as faulty will be assessed by Willow and Stag, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. We offer a full repair service for such items. There will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred.

Gift Returns

If you have received an item as a gift and don’t have a receipt, we will happily provide a credit note for the current item price.

This can be used on our website against the purchase of a different item with the same or greater value.

Please note that the above terms still apply to all gift returns.

Online Order Cancellations

If you wish to cancel an order placed online at willowandstag.com that has not yet been dispatched, please contact us.

Please note that once your order has been dispatched, we are unable to cancel it. Once you have received your order, you have 14 days to contact us to request a refund, then a further 14 days to return the item to us. In this circumstance, please follow the return instructions described above. 

The above does not affect your statutory rights.