Return &
Refund Policy
We want every Willowbend piece to feel right when it arrives. If your purchase is not suitable, this policy explains the conditions, process, timelines, and refund options available for eligible returns.
A thoughtful process for every order.
At Willowbend, we understand that purchasing jewelry online can sometimes involve personal preferences around size, color, styling, or overall appearance. Our return process is designed to make eligible returns clear and straightforward.
Please contact our customer service team before returning an item. This allows us to confirm eligibility, provide the appropriate return instructions, and help prevent delays in processing your request.
This policy applies to purchases made directly through willowbend.shop. Certain items may have special return requirements because of hygiene, customization, condition, or other product-specific considerations.
How a return works
Follow these four steps to request an eligible return. Please do not ship an item back before receiving instructions from our customer service team.
Contact Us
Email service@willowbend.shop with your order number, the item you wish to return, and a brief explanation of your request.
Review
Our team will review the request and confirm whether the product meets the applicable return conditions.
Send It Back
If approved, you will receive return instructions. Package the item securely and use the provided return information.
Refund
Once the returned item is received and inspected, an approved refund will be processed to the original payment method.
Eligible Returns
Most unused and unworn items may be eligible for return when the request is submitted within 30 days of delivery and the item remains in its original condition.
- Item must be unused and unworn.
- Item should be clean and free from damage.
- Original packaging should be included where applicable.
- Return request should be submitted within the stated return period.
Items That May Not Qualify
Certain products may not be eligible for return because of their nature or condition. This can include items that have been worn, damaged, altered, or returned without the required original components.
- Items showing signs of wear or use.
- Items damaged after delivery.
- Customized or personalized products, where applicable.
- Items returned without prior authorization.
Refunds
After the returned product arrives, our team may inspect it to confirm that it meets the applicable return requirements.
Approved refunds are normally issued to the original payment method. Processing times can vary depending on the payment provider or financial institution.
Original shipping charges may not be refundable unless required by applicable law or the return is related to an error on our part.
Damaged or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.
Please include your order number and clear photographs showing the issue. This helps our team investigate the matter and determine the most appropriate resolution.
Return questions, answered.
A few important details to help make the process easier before you contact us.
Do I need to contact Willowbend first?
Yes. Please contact us before sending an item back. We need to review your request and provide the appropriate return instructions.
When does the return period begin?
The standard return period begins when the order is delivered. Requests should be submitted within 30 days unless a different period is required by applicable law or specifically stated for your purchase.
How long does a refund take?
Once an eligible return is received and approved, the refund is submitted to the original payment method. Your payment provider may require additional processing time before the funds appear in your account.
What if my item arrived damaged?
Contact us promptly with your order number and photographs of the product and packaging. We will review the situation and work with you on an appropriate solution.
Can I exchange an item?
Exchanges may depend on product availability and the circumstances of your request. Contact our customer service team before returning the item so we can confirm the available options.
Where should I send my return?
Please do not send returns to an address found elsewhere on the internet. Return instructions will be provided directly by Willowbend after your request has been reviewed.
Need help with a return?
Please include your order number and as much relevant information as possible so our team can assist you efficiently.
Email: service@willowbend.shop