Terms and Conditions

Terms and Conditions

Last updated: 10 June 2026

These Terms and Conditions apply to the website and online store operated by Willow & Grace Boutique, a trading name of Bilkoc Horeca Techniek.

Please read these Terms and Conditions carefully before using our website or placing an order.

By accessing our website, using our Services or placing an order, you agree to be bound by these Terms and Conditions.

Nothing in these Terms and Conditions affects your statutory consumer rights under applicable Irish and European Union consumer protection law.

Article 1 – Definitions

In these Terms and Conditions, the following definitions apply:

Cooling-off period: the period during which the consumer may exercise their legal right of withdrawal.

Consumer: a natural person who is acting for purposes outside their trade, business, craft or profession and enters into a distance contract with the trader.

Day: a calendar day, unless stated otherwise.

Durable medium: any tool or format that allows the consumer or trader to store information personally addressed to them in a way that allows future reference and unchanged reproduction.

Right of withdrawal: the consumer’s legal right to cancel a distance contract during the cooling-off period.

Trader / we / us / our: Willow & Grace Boutique, a trading name of Bilkoc Horeca Techniek, the business offering products to consumers through distance selling.

Distance contract: a contract concluded between the trader and the consumer without the simultaneous physical presence of both parties, using one or more means of distance communication up to and including the time the contract is concluded.

Distance communication: any means that can be used to conclude a contract without the consumer and trader being physically present in the same place at the same time.

Terms and Conditions: these Terms and Conditions of Willow & Grace Boutique.

Article 2 – Identity of the Trader

Willow & Grace Boutique
A trading name of Bilkoc Horeca Techniek

Ten Busschekamp 5
8014 ED Zwolle
The Netherlands

Email: support@willowgrace-boutique.com

Chamber of Commerce number (KVK): 42009291
VAT number: NL005430585B04

Article 3 – Scope

These Terms and Conditions apply to all offers, orders, distance contracts and transactions between Willow & Grace Boutique and the consumer through our website.

Before the distance contract is concluded, these Terms and Conditions will be made available to the consumer in a clear and accessible way.

If reasonably possible, the consumer will be able to store these Terms and Conditions on a durable medium.

If specific product or service conditions apply in addition to these Terms and Conditions, those additional conditions will also apply.

If there is a conflict between these Terms and Conditions and specific product or service conditions, the provision that is most favourable to the consumer will apply where required by applicable consumer law.

If one or more provisions of these Terms and Conditions are found to be invalid, unlawful or unenforceable, the remaining provisions will remain in full force and effect.

Any invalid or unenforceable provision will be replaced by a valid provision that reflects the original intention as closely as possible, while respecting applicable law.

Article 4 – The Offer

Our offers contain a clear and accurate description of the products offered.

We aim to display product images, colours, descriptions, specifications and prices as accurately as possible. However, colours may vary depending on screen settings and device display.

Obvious errors or mistakes in the offer, including pricing errors, do not bind Willow & Grace Boutique.

Each offer will clearly state, where applicable:

  • the product description

  • the price, including applicable taxes where required

  • any delivery costs

  • the method of payment

  • the delivery method and estimated delivery time

  • the existence or exclusion of the right of withdrawal

  • any applicable return conditions

  • the steps required to complete the order

  • the language in which the contract can be concluded

We reserve the right to change or update offers, prices and product information at any time, unless an order has already been accepted.

Article 5 – The Contract

The contract is formed when the consumer accepts the offer by placing an order and completing the required checkout process.

After placing an order, the consumer will receive an order confirmation by email.

We reserve the right to refuse or cancel an order where:

  • the product is unavailable

  • the order information is incorrect or incomplete

  • there is a clear pricing or product information error

  • fraud or misuse is suspected

  • payment cannot be processed

  • delivery to the provided address is not possible

If we cancel an order after payment has been made, we will refund the amount paid using the original payment method, unless otherwise agreed.

Each contract is subject to product availability.

Article 6 – 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 the goods, without giving a reason.

This is known as the cooling-off period.

To exercise this right, you must clearly inform us within 14 days of receiving your order that you wish to cancel the contract.

You can contact us at:

support@willowgrace-boutique.com

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

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

During the cooling-off period, you must handle the product and packaging with care.

You may inspect the product as you would reasonably be allowed to do in a physical shop. If the product has been used more than necessary to inspect it, you may be responsible for any reduction in value.

Article 7 – Costs in Case of Withdrawal

Unless the product is faulty, damaged, incorrect or otherwise covered by your statutory consumer rights, the cost of returning the product is the responsibility of the consumer.

We strongly recommend using tracked shipping.

We are not responsible for returned items lost in transit.

If you exercise your legal right of withdrawal correctly, we will refund the eligible amount within 14 days after we receive the returned goods or after you provide proof that the goods have been sent back, where applicable.

Refunds will be made using the original payment method, unless otherwise agreed.

Article 8 – Exclusion of the Right of Withdrawal

The right of withdrawal may be excluded for certain products where permitted by law, including:

  • products made to the consumer’s specifications or clearly personalized

  • sealed products that are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery

  • products that deteriorate or expire quickly

  • sealed audio, video or software products where the seal has been broken after delivery

  • digital content or digital services where performance has begun with the consumer’s prior express consent and acknowledgement that the right of withdrawal may be lost, where applicable

These exclusions do not affect your statutory rights if a product is faulty, damaged, not as described or incorrectly supplied.

Article 9 – Prices

All prices displayed on our website are shown in the currency stated on the website and include applicable taxes where required by law.

Delivery costs, if any, will be clearly shown before checkout.

For customers in Ireland, any applicable customs duties, import taxes or additional charges may depend on the shipping origin, product type and applicable regulations.

Where possible, we aim to make all costs clear before purchase.

We reserve the right to change prices at any time. Price changes do not affect orders that have already been accepted, except in cases of obvious pricing errors.

Obvious typographical, technical or pricing errors do not bind Willow & Grace Boutique.

Article 10 – Conformity and Legal Guarantee

We are responsible for supplying products that conform to the contract, the product description and applicable consumer protection laws.

Products must be as described, fit for purpose and of satisfactory quality where required by law.

Any commercial guarantee or manufacturer’s warranty does not affect your statutory consumer rights.

If a product is faulty, damaged, not as described or incorrectly supplied, you may be entitled to a repair, replacement, price reduction, refund or other remedy in accordance with applicable consumer law.

Article 11 – Delivery and Performance

We will process and deliver orders with reasonable care.

Orders are delivered to the address provided by the consumer during checkout.

The consumer is responsible for providing accurate and complete delivery information.

Orders are usually processed within 24 hours.

After processing, delivery to Ireland usually takes 6 to 12 business days, unless stated otherwise on the product page, checkout page or order confirmation.

Delivery times are estimates and may vary due to carrier delays, customs processing, public holidays, busy periods or circumstances outside our control.

Unless otherwise agreed, orders will be delivered no later than 30 days after the contract is concluded.

If delivery cannot take place within this period, we will inform you and you may have the right to cancel the contract and receive a refund where required by law.

Article 12 – Payment

Payment must be made using one of the payment methods offered at checkout.

The available payment methods may vary depending on your location and the payment providers available at the time of purchase.

The consumer is responsible for providing accurate payment information.

If payment cannot be processed, we may refuse or cancel the order.

In the event of suspected fraud or unauthorized payment use, we reserve the right to cancel the order and take appropriate action.

Article 13 – Complaints

If you have a complaint about a product, order or our service, please contact us at:

support@willowgrace-boutique.com

Please include:

  • your order number

  • your full name

  • a clear description of the complaint

  • photos or videos where relevant

We aim to respond to complaints within 14 days.

If we need more time to investigate your complaint, we will inform you.

If you are located in Ireland and are not satisfied with how your complaint is handled, you may be able to seek assistance from the Competition and Consumer Protection Commission or another relevant consumer dispute resolution body.

Article 14 – Returns, Exchanges and Refunds

Returns, exchanges and refunds are handled in accordance with our Returns and Exchanges Policy.

Our Returns and Exchanges Policy forms part of these Terms and Conditions.

Nothing in our Returns and Exchanges Policy affects your statutory consumer rights.

Article 15 – Force Majeure

We are not responsible for delays or failure to perform our obligations where this is caused by events outside our reasonable control.

This may include, but is not limited to:

  • carrier delays

  • customs delays

  • strikes

  • natural disasters

  • war

  • pandemics

  • technical failures

  • supplier disruptions

  • government restrictions

If such an event affects your order, we will do our best to keep you informed and provide a reasonable solution.

Article 16 – Intellectual Property

All content on our website, including text, images, logos, designs, graphics, product descriptions and other materials, belongs to Willow & Grace Boutique or our licensors, unless stated otherwise.

You may not copy, reproduce, distribute, modify or use our content for commercial purposes without our prior written permission.

Article 17 – Privacy

We process personal information in accordance with our Privacy Policy.

Our Privacy Policy explains how we collect, use, store and protect your personal information.

By using our website or placing an order, you acknowledge that you have read our Privacy Policy.

Article 18 – Governing Law and Consumer Rights

These Terms and Conditions are governed by the laws of the Netherlands, unless mandatory consumer protection laws provide otherwise.

If you are a consumer located in Ireland or another EU country, you will continue to benefit from the mandatory consumer protection rights available to you under the laws of your country of residence.

Nothing in these Terms and Conditions limits or removes rights that cannot legally be excluded.

Article 19 – Changes to These Terms and Conditions

We may update these Terms and Conditions from time to time.

The latest version will always be published on our website.

Changes will not affect orders already placed unless required by law or agreed with the consumer.

Article 20 – Contact

If you have any questions about these Terms and Conditions, please contact us at:

support@willowgrace-boutique.com

Willow & Grace Boutique
A trading name of Bilkoc Horeca Techniek

Ten Busschekamp 5
8014 ED Zwolle
The Netherlands

Chamber of Commerce number (KVK):  42009291
VAT number: NL005430585B04