Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@ivyandwillowbotanicals.co.uk.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We reserve the right to offer a refund in leiu of return.

You can always contact us for any return question at hello@ivyandwillowbotanicals.co.uk.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@ivyandwillowbotanicals.co.uk.

RETURNS

  •  We endeavor to dispatch all orders within 5 working days from when your order is placed and the payment is received.

  • You may cancel your contract with Ivy & Willow and return an item(s) to us for a full refund (minus the original delivery costs), within 30 days of receiving your order.  To cancel your order you must notify us in writing by email to hello@ivyandwillowbotanicals.co.uk  quoting your name and order reference number.

  •  In the event of an order cancellation on your part (a return within 30 days), you are required to cover the cost of returning the item(s) to Ivy and Willow Botanicals

  • We cannot reimburse you for this cost unless the item is faulty or has been damaged in transit.

  • In the unlikely case your order is faulty or has been damaged in transit, please contact us at your earliest opportunity by emailing us at hello@ivyandwillowbotanicals.co.uk

  • We will either replace the damaged item and dispatch it free of charge within 5 working days, or refund the price you paid for the item including postage. 

  • The decision to refund or replace the damaged item, is at the discretion  of ivy & Willow Botanicals

  • We reserve the right to require proof of damage: You can either photograph the damage and email it to us at hello@ivyandwillowbotanicals.co.uk   or return the item to our postal address (which we will supply to you). If the item is found to be faulty or damaged, we will refund the price you paid for it, and reimburse you for the returns postage. If the item is found not to be faulty or damaged, we cannot refund you for the item, or reimburse you for the return postage costs.

  •  Once an item has been dispatched, we’re not able to accept returns or exchanges for items that have been personalised or made to order, unless that item has been damaged in transit or is found to be faulty.

  •  In the event of a cancellation, we will reimburse you without undue delay and within 14 days from the  day we receive the returned items or, if earlier, 14 days from the day we receive a proof of postage of your returned order from you. We will reimburse you using the same payment method you used originally.

  • Ivy & Willow Botanicals reserve the right to cancel the contract between the customer, in an unlikely case, if:

           – we have insufficient stock to deliver the goods you have ordered;

           – we are not able to deliver to your area; or

           – one or more of the products you have ordered has a pricing, description or technical issue.