We take great care and pride in everything we create and customer satisfaction is hugely important to us. If there are any problems with an order then please don’t hesitate to contact us straight away and we can discuss how we may best help resolve the issue.

If, for whatever reason, you are unhappy with your online purchase or if you decide something isn’t quite as expected, we are more than happy to accept returns.

If this should be the case, you can return the item(s) for refund or exchange within 14 days of receipt of the order, providing the goods are returned in perfect condition and have not been worn. 

Refunds do not apply to the following goods:

• Personalised Items;
  
• Bespoke/made to order/specially altered Items; and
  
• Earrings with non-removable ear wires or posts (unless faulty) for hygiene reasons.
  

We will make the reimbursement using the same form of payment as used for the initial purchase unless expressly agreed otherwise.

Please email orders@willowandtwigg.com to let us know you wish to exchange or return, so we know to expect your parcel and can process your request efficiently.

Returns will usually need to be made by mail. To do so, please follow the following procedure:

• Items must be sent back in a fully 're-saleable' condition - i.e. unworn and unaltered, in the original box and packaging. 

• If the item is not returned in its original condition, the buyer is responsible for any loss in value.

• When returning items we strongly advise you to obtain proof of posting. We also recommend using Special Delivery or Tracked Royal Mail services for insurance purposes as we cannot be responsible for any returned items until they reach us.

• We are not responsible for any damage or loss to the items that occurs before this point, including while the items are in transit. 

• In such situations proof of postage will be required by the customer to make a claim with Royal Mail or any other courier used.
  

Please be aware that any postage or courier fees incurred for returning unwanted items will not be refunded.

As soon as the returned items are received a refund will be issued.