Return & Refund Policy

At Willow Harbor, we want to ensure a transparent and pleasant shopping experience.
This policy complies with legal requirements in the United Kingdom and describes how returns, refunds, and cancellations are handled.

1. Return period

Customers can return items within 30 days of receipt.
This reflects the statutory UK "right to cancel" period for online purchases.

2. Conditions for returns

An item can be returned if:

It is unworn, unused and undamaged.
It is in perfect original condition.
All labels and original packaging are present.
The return was registered within the deadline.
A fitting, as in a retail store, is permitted.

If there are clear signs of wear, a reasonable reduction in value may be applied.

3. Items excluded from the right of return

Returns are not accepted for:

Items whose hygiene seal has been broken
Personalised or custom-made products
Items damaged through improper use

Underwear, shapewear and bras are only excluded if the seal has been broken.

4. Return shipping costs

The customer is responsible for return shipping costs.
Returns are processed through our central warehouse in Asia.

Depending on the shipping provider, fees or customs formalities may apply.
These are the customer’s responsibility.

5. Return address

Please use only the return address provided to you by our customer service.
Returns sent to other addresses cannot be processed.

6. How to request a return

Please send an email to support@willowharbor.co.uk

with the following information:

Order number
Item you wish to return
Reason for return
Photos of damaged or incorrectly delivered items

You will receive feedback within 24 hours (Monday–Friday) with all further steps.

7. Cancellations

A cancellation is possible within 30 minutes of placing the order, provided the order is not yet being processed.
Once processing has begun, cancellation is no longer possible.

After receiving the goods, the statutory right to cancel within 14 days can be exercised.

8. Refunds

Once your return has arrived at our warehouse and been inspected:

You will receive a confirmation
The refund will be processed within 14 days
The amount will be refunded via the original payment method

A deduction may be applied for any signs of wear or damage.
Shipping costs for the initial delivery will not be retained.
Optional shipping insurance is non-refundable.

9. Undelivered, refused, or incorrectly addressed items

If a package is returned to us because:

it was not picked up
acceptance was refused
an incorrect or incomplete address was provided

We can, after consultation:

arrange redelivery, or
issue a refund depending on the condition of the items

If the goods are no longer in their original condition, a reduction in value may occur.

10. Updates to this policy

We reserve the right to update this policy.
The most current version can always be viewed on our website.

11. Contact information

📧 Email: support@willowharbor.co.uk
📞 Phone: +447453594885
Contact form: https://willowharbor.co.uk/pages/contact

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