Returns & refunds

We hope you are delighted with your order. If you´re not perfectly happy, you may request a return for you item(s) within 30 days. All returned items must be in the original condition, unworn, unwashed, unused in any ways and sent back in their original packaging. Note that the return shipping is paid by the customer. No returns will be made for items returned without prior communication and agreement with our customer service. Please notice that leaving an order uncollected from a postal office does not count as a return. In this case we are unable to provide a full refund and you will be charged for postal delivery costs.

Our return policy is within 30 days from the goods having been sent. The only term is that the goods must be returned in its original condition ie that it has not used, cleaned or otherwise changed. Failure to comply with this return policy will mean any returns are only accepted at our discretion. Please be careful when you try the garments at home, some are particularly fragile, and it is your responsibility that the product is returned in good condition.

If you want to return an item, please contact House of Wilow´s customer service via e-mail contact@houseofwilow.com or by phone +358 50 355 2291 for instructions on how to make your return. Please let us know as soon as possible (and within 30 days) if you want to make a return. Once we have received and accepted your return, we will make a refund of the value of the returned product. Normally, we refund your purchase within 14 days. In individual cases it may take up to 30 days which is the maximum time according to consumer law. We will send you a notification email when the return is completed. However, it may take a few days before you see the transaction on your account. Any billing fee is not refundable.

While we do not offer an exchange service, you are of course welcome to return any item within 30 days of receiving it. For exchanges, re-purchase the preferred item after a return. Please note that the returned item must be in the original condition, unworn, unwashed and unused in any ways.

We guarantee that the goods you have ordered are flawless on delivery. If, however you receive a defective product, please contact customer services as soon as possible but no later than within 14 days. Please return the product in the condition it was received detailing the damage or fault and you will get a new product within 2-3 weeks. Please return the item along with payment confirmation. Please tell us the reason for the return. NOTE: Before you return wrongly supplied or damaged products you must contact customer service to get the return approved.

In case of a dispute, we inform that you as customer can appeal to one of the bodies listed on the European Commission's Online Dispute Resolution website at webgate.ec.europa.eu/odr.

It is important that you promptly report any damage or lost goods to us at: contact@houseofwilow.com. If the package is damaged or fractured, please immediately notify the carrier. Once you have signed for/received your package it will not be covered by our insurance.