Return Policy

Exchanges and Returns

Important Information

Please read this policy carefully before submitting a return request.

At Willow & Grace Boutique, we want you to be happy with your purchase. We do our best to assist every customer fairly and professionally.

This Exchanges and Returns Policy explains when items may be returned, exchanged or refunded, and how to submit a return request.

As our main market is Ireland, this policy is written with Irish and European Union consumer rights in mind.

Nothing in this policy affects your statutory consumer rights.

14-Day Right of Withdrawal

If you are shopping from Ireland or another EU country, you generally have the right to cancel your online order within 14 days from the day you receive your goods, without giving a reason.

This is known as the cooling-off period.

To use this right, you must contact us within 14 days of receiving your order and clearly inform us that you wish to cancel your order.

After notifying us, you must return the goods within 14 days.

If your order contains multiple items delivered separately, the 14-day cooling-off period may start from the day you receive the final item.

Extended 30-Day Return Window

In addition to your legal 14-day right of withdrawal, Willow & Grace Boutique offers a return window of 30 days from the date of delivery.

This means you may request a return within 30 days of receiving your order, provided the item meets the return conditions listed below.

We cannot accept standard return requests after this 30-day period unless the product is faulty, incorrect, damaged on arrival, or otherwise covered by your statutory consumer rights.

Return Eligibility

To be eligible for a standard return, items must be:

  • unused and unworn

  • free from odours, stains, marks or signs of use

  • in the original packaging

  • returned with all original tags attached

  • in a condition suitable for resale

For hygiene-related items, the product must be unused, clean and returned in its original condition.

Non-Returnable Items

For hygiene, safety and product integrity reasons, the following items cannot be returned unless they are faulty, damaged or incorrect:

  • underwear

  • lingerie

  • worn or washed items

  • items with removed tags

  • items returned without original packaging

  • items that show signs of use, odour, stains or damage caused by the customer

  • sealed hygiene-related items where the seal has been removed after delivery, where applicable

These exclusions do not affect your legal rights if an item is faulty, damaged, not as described or incorrectly supplied.

Damage Caused by Use

We are not responsible for damage caused by:

  • misuse

  • negligence

  • improper care

  • accidental damage

  • normal wear and tear

Only issues caused by a manufacturing defect, shipping error, incorrect item or damage on arrival may qualify for a replacement, exchange or refund.

How to Request a Return

To request a return, please contact our customer support team at:

support@willowgrace-boutique.com

Please include:

  • your order number

  • the reason for your return

  • a photo of the item, required if the item is damaged, faulty or incorrect

  • your full name and contact details

Incomplete return requests may cause delays in processing.

Please do not send any items back before your return request has been approved and return instructions have been provided.

Return Shipping Costs

Unless the item is faulty, damaged, incorrect or otherwise covered by your statutory consumer rights, return shipping costs are the responsibility of the customer.

We strongly recommend using a tracked shipping service.

Please note:

  • we are not responsible for returns lost in transit

  • proof of postage should be kept until your return has been fully processed

  • return instructions and the return address will be provided after your return request has been approved

If the item is faulty, damaged or incorrect, we will provide a suitable solution in accordance with your consumer rights.

Refunds

Once your return has been received and inspected, we will send you an email confirming whether your refund has been approved or refused.

If approved, your refund will be processed to your original payment method.

For returns under your legal cooling-off rights, refunds will normally be processed within 14 days after we receive the returned item or after you provide proof that the item has been sent back, where applicable.

For approved standard returns under our extended 30-day return window, refunds are normally processed within 14 days after we receive and inspect the returned item.

Please note that your bank or payment provider may take additional time to make the funds available in your account.

Missing or Late Refunds

If you have not received your refund after it has been approved:

  1. Check your bank account or card statement.

  2. Contact your bank or payment provider.

  3. If the issue continues, contact us at:

support@willowgrace-boutique.com

Exchanges

If you wish to exchange an item, please contact us first at:

support@willowgrace-boutique.com

Exchanges are subject to product availability.

If the requested replacement item is unavailable, we may offer an alternative product, store credit or a refund where applicable.

Faulty, Damaged or Incorrect Items

If you receive a faulty, damaged or incorrect item, please contact us as soon as possible at:

support@willowgrace-boutique.com

Please include:

  • your order number

  • a clear description of the issue

  • photos or videos showing the fault, damage or incorrect item

If your claim is approved, we will offer a suitable solution in accordance with your consumer rights, which may include:

  • a replacement item

  • an exchange

  • a repair, where appropriate

  • a refund

For faster handling, please contact us within 7 days of delivery if your item arrives damaged or incorrect.

This does not limit your statutory consumer rights.

Refused Deliveries

If a package is refused at delivery, it may not be returned safely to our warehouse or supplier and may be lost in transit.

If you refuse delivery without contacting us first, we may be unable to issue a refund unless the package is successfully returned to the correct return address and processed by our returns team.

Please contact us before refusing a delivery.

Order Cancellations

Orders are processed automatically, so we cannot guarantee cancellation once an order has been placed.

If you wish to cancel your order, please contact us as soon as possible at:

support@willowgrace-boutique.com

If the order has already been processed or shipped, you may need to return it after delivery in accordance with this policy.

This does not affect your legal 14-day right of withdrawal where applicable.

Contact

If you have any questions about returns, exchanges or refunds, please contact us at:

support@willowgrace-boutique.com

Willow & Grace Boutique
Ten Busschekamp 5
8014 ED Zwolle
The Netherlands