At Willow Farm Country Gifts Co., we hope you love your purchase. However, we understand that sometimes you may need to return an item.

Returns

If you change your mind about your purchase, you have 14 days from the date you receive your order to notify us that you wish to return it.

Once you have notified us, you then have a further 14 days to return the item.

Items must be returned unused, in their original condition and, where possible, in their original packaging.

Please contact us before returning an item so that we can provide you with the appropriate returns information.

Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of returning the item. We recommend using a tracked postal service, as we cannot be responsible for returned parcels that are lost in transit.

Refunds

Once we have received and inspected your return, we will process your refund.

Eligible refunds will be made to your original payment method. Where you cancel the whole order within your statutory cancellation period, we will also refund the standard delivery charge you originally paid. Any additional amount paid for an upgraded or express delivery service is not refundable beyond the cost of our standard delivery option.

We will issue your refund within 14 days of receiving the returned goods, or within 14 days of you providing evidence that you have returned them, if earlier.

Faulty, Damaged or Incorrect Items

We take great care when preparing and packaging every order. If your item arrives faulty, damaged, or you receive the wrong item, please contact us as soon as possible.

Please provide your order number along with photographs of the item and packaging where appropriate. We will work with you to arrange a suitable resolution, such as a replacement or refund, in accordance with your statutory rights.

Handmade Items

Many of our products are handmade or created using natural and reclaimed materials. Small variations in colour, grain, texture, shape and finish are part of their individual character and are not normally considered faults.

Personalised & Made-to-Order Items

Unless faulty or not as described, items that have been personalised, customised or made specifically to your requirements cannot normally be returned simply because you have changed your mind.

This does not affect your rights if an item is faulty, damaged or not as described.

Return Condition

You may inspect an item as you reasonably would in a shop. However, we may make an appropriate deduction from a refund if the value of an item has been reduced because it has been handled beyond what is necessary to establish its nature, characteristics and functioning.

Your Statutory Rights

Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer law, including your rights in relation to faulty, damaged or misdescribed goods.

Contact Us

To request a return or discuss a problem with your order, please contact:

Willow Farm Country Gifts Co.

Email: admin@willowfarmcountrygiftsco.uk

Please include your name and order number when contacting us so that we can assist you as quickly as possible.