Returns & Exchanges
At North & Willow, customer satisfaction is important to us. However, we understand that there may be situations where you wish to return an item. This Return Policy explains the conditions and process clearly.
Conditions for Returns
-
A return request can only be submitted after you have physically received the item.
-
Return shipping costs are the responsibility of the customer, including any international shipping or customs fees.
-
Items must be returned unused, unworn, unwashed, undamaged, and in their original condition, with all tags and labels still attached.
-
Trying on items is allowed; wearing items is not.
-
Returns of items that were intentionally ordered in multiple sizes with the intention of returning part of the order are not permitted.
Return Process
-
Submit a return request by emailing info@north-willow.com within 14 days of receiving your order.
-
After your request is approved, you will receive the return address.
-
Ship the item back at your own expense, including any shipping or customs-related costs.
-
We strongly recommend using a shipping method with tracking (track & trace), as we cannot be responsible for lost return shipments.
Refunds
Once the returned item has been received and inspected, and approved as meeting the return conditions, the purchase amount will be refunded to the original payment method.
Refunds are processed within 14 days after approval. Please note that processing times may vary depending on your bank or payment provider.
Liability
-
North & Willow is not responsible for lost return packages if tracking indicates the item was delivered to the return address provided.
-
If an incorrect or incomplete address is provided at checkout, this is the responsibility of the customer.
-
Any address errors must be reported within 24 hours of placing the order.
Contact
If you have any questions regarding returns or refunds, please contact us at:
📧 info@north-willow.com
North & Willow