Frequently Asked Questions

How quickly will I receive a response to my enquiry?

We respond to messages and emails in the order they are received, typically within 24 hours.

Can I change my delivery address after placing an order?

Once an order is placed, our shipping team usually begins processing within 1–3 working days. If you need to change your address, please contact us within 24 hours of placing your order at support@willowharbor.co.uk, including your name and order number. Please note: changes cannot be made once the order has been processed or dispatched.

How long does it take to process my order?

We typically process orders within 1–3 working days (Mon–Fri, excluding bank holidays).

How long does delivery take?

After processing, the average delivery time is 5–10 working days across the United Kingdom. The total duration (processing + shipping) is therefore approximately 6–13 working days from the order date. Seasonal peaks, customs checks or higher parcel volumes with the courier may cause slight variations.

Do you offer free shipping?

Yes. Free shipping across the United Kingdom – no minimum order value.

How can I track my order?

Once your order has been dispatched, you will receive a shipping email with a tracking number and link to the tracking page. Tracking updates may take up to 24–72 hours after leaving the warehouse to become visible.

Why isn't my tracking working?

It can take up to 24–72 hours for tracking data to be updated by the courier. If problems persist after this time, please get in touch and we will be happy to check the status for you.

Will my order arrive in one parcel?

Depending on the size of your order, it may be sent in multiple parcels. These may arrive 1–2 working days apart.

What happens if an item is out of stock?

Should an item unexpectedly become unavailable, we will notify you by email. If it is not back in stock within two weeks, we will automatically refund the amount.

I've received a damaged or incorrect item – what should I do?

We're sorry to hear that! Please contact us immediately at support@willowharbor.co.uk with your order number and photos.

Can I return products?

Yes. Returns are accepted within 30 days of delivery, provided the item is unused, undamaged and in its original packaging. Important: All returns must be pre-approved. Please email us at support@willowharbor.co.uk and you will receive the correct return address for our central warehouse in Asia (Guangdong, China) along with instructions.

Return shipping costs (including any customs charges) are borne by the customer.

A 15% restocking fee applies (exception: item arrived damaged/defective – assessed on a case-by-case basis).

Please use a trackable shipping method and ensure correct customs documentation.

Do you offer exchanges?

Yes. One exchange per order is permitted. Once an exchange has been made, the replacement item is final (no further returns, refunds or exchanges).

What is the return period?

30 days from the delivery date.

What condition must items be in for return?

Unworn, as new, undamaged and in original packaging. Items showing signs of use, damage or missing parts (unless due to our error) cannot be accepted. Hygiene items (e.g. underwear/shapewear) are excluded from exchange.

Is there a restocking fee?

Yes. 15% as standard (this may be waived or reduced if the item arrived damaged or defective).

How will I know if my refund has been approved?

Once we have received and inspected your return, we will notify you by email. Approved refunds are processed to the original payment method, typically within 5–10 working days (depending on your bank or payment provider).

I haven't received my refund yet – what can I do?

Please first check your bank account or credit card statement and contact your bank or payment provider if necessary (credits often take some time to appear). If you still cannot see the credit, please email us at support@willowharbor.co.uk and we will assist within 24 hours.

What payment methods do you accept?

• Credit/debit cards (Visa, Mastercard, Maestro, AMEX)
• PayPal
• Apple Pay, Google Pay (depending on availability)