Returns & Refund Policy
At Whispers of Willow, every wreath is handmade with care and attention to detail. We want you to love your purchase, and if there’s a problem, we’re here to help.
Returns
As each wreath is handmade, we do not accept returns for:
* Change of mind.
* Incorrect size or colour chosen by the customer.
* Minor variations in flowers, foliage or ribbon, as these are part of the unique handmade nature of our products.
* Damage caused after delivery, including weather exposure, incorrect storage or misuse.
Damaged or Incorrect Orders
If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.
Please include:
* Your order number.
* Clear photographs of the wreath.
* Photographs of the packaging and any damage.
We may request additional information to help us investigate with the courier.
If we confirm the item arrived damaged or we made an error, we will offer one of the following:
* A replacement.
* A repair (where appropriate).
* A full or partial refund, depending on the circumstances.
Return Conditions
If a return is approved:
* The wreath must be returned in its original condition and packaging.
* It must not have been used, displayed outdoors or altered in any way.
* Returns must be sent within 7 days of approval.
Items returned without prior authorisation will not be accepted.
Custom & Personalised Orders
Custom-made and personalised wreaths are non-refundable and non-returnable unless they arrive damaged or we have made an error with your order.
Delivery
Once an order has been handed to the courier, delivery times are outside our control.
We are not responsible for delays caused by:
* Courier issues.
* Weather conditions.
* Incorrect delivery information provided by the customer.
Please ensure your delivery address is correct before placing your order.
Lost Parcels
If your parcel is marked as delivered but cannot be located, we will help you raise an investigation with the courier. Refunds or replacements will only be offered once the courier has completed its investigation and accepted responsibility where applicable.
Refunds
Approved refunds will be processed back to the original payment method within 5–10 working days after the returned item has been received and inspected.
Need Help?
If you have any concerns about your order, please contact us before leaving a review. We genuinely want every customer to be happy and will always do our best to find a fair solution.
