returns & exchanges

last edit: 30/03/2024

At Willow Amsterdam, we deeply value your satisfaction and strive to provide the best experience with our products. If for any reason you are not completely happy with your purchase, our returns and exchanges policy is designed to be as hassle-free as possible.

Returns

Eligibility:

We hope you love your purchase, but if you need to return an item, please ensure it is unused, unwashed, and in the same condition that you received it, along with the original packaging.
Items on sale or marked as final sale are not eligible for returns.
Returns must be initiated within 30 days of the purchase date.

Process:

To initiate a return, please contact our friendly customer service team at returns@willowamsterdam.com with your order number and reason for the return. We are here to help and make this process smooth for you.
Once your return is approved, we will provide you with a return authorization number and detailed instructions on how to proceed.
Please pack the item securely in its original packaging, including any accessories, tags, or free gifts that came with it.
Ship the return package to the address provided by our customer service team. Kindly note that packages sent to our general address without prior approval cannot be processed and will not be refunded.

Refunds:

Upon receiving and inspecting your returned item, we will notify you about the approval or rejection of your refund.
Approved refunds will be processed promptly, and a credit will be automatically applied to your original method of payment within 10 business days.

Shipping:

We understand that returning an item can be inconvenient. However, please note that you will be responsible for the shipping costs associated with returning your item. These shipping costs are non-refundable.

exchanges

Eligibility:

We offer exchanges for a different size or color of the same item, subject to availability.
Exchanges must be initiated within 30 days of the purchase date.

Process:

To start an exchange, please contact our helpful customer service team at exchanges@willowamsterdam.com with your order number and details of the item you wish to exchange.
Once your exchange is approved, we will provide instructions on sending your item back.
Pack the item securely in its original packaging, including any accessories, tags, or free gifts that came with it.
Ship the exchange package to the address provided by our customer service team.
After receiving and inspecting the returned item, we will send out the replacement item as soon as possible.

Shipping:

While you will be responsible for the shipping costs to return the item for an exchange, we will cover the shipping costs for sending the replacement item to you.

Damaged or Defective Items

We are truly sorry if you receive a damaged or defective item. Please contact us immediately at support@willowamsterdam.com with your order number and a photo of the damaged or defective item. We will arrange for a replacement or refund at no additional cost to you.

Non-returnable Items

Certain types of goods cannot be returned, including perishable goods such as food, flowers, newspapers, or magazines. Additionally, intimate or sanitary goods, hazardous materials, or flammable liquids or gases are non-returnable.

Contact Us

If you have any questions or need assistance with our returns and exchanges policy, please don't hesitate to reach out to us at support@willowamsterdam.com. We are here to support you every step of the way.