Return window
Request a return within 14 days of delivery.
We have a 14-day return policy. You have 14 days after receiving your item to request a return.
Support
Returns & Exchanges
Use this page for the main-site version of our returns, exchanges, and refund policy. It covers the 14-day return window, promotion adjustments, exchanges, EU cancellation rights, and refund timing.
Start a return
Contact support before sending anything back.
To start a return, email contact.willowthread@gmail.com. If your return is accepted, we will send a return shipping label and instructions for where to send your package.
Items sent back without first requesting a return will not be accepted.
Return eligibility
Returned items must come back in original condition.
- Items must be in the same condition you received them, unworn or unused, with tags, and in the original packaging.
- You will also need the receipt or proof of purchase.
- If you have any return question before mailing something back, contact contact.willowthread@gmail.com.
Returns & promotions
Promotional pricing can change if part of an offer is returned.
- Items purchased as part of a bundle, multi-buy offer, or promotional discount qualify for discounted pricing only when all qualifying items are kept.
- If part of a bundled order is returned, your refund may be adjusted to reflect the regular single-item price of the item or items kept.
- If a return brings your order total below the free shipping threshold, the original shipping cost may be deducted from your refund.
Damages and issues
Report problems as soon as your order arrives.
Inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item so we can evaluate the issue and make it right.
Exchanges
The fastest exchange path is return first, then reorder.
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
If you want help with an exchange, email contact.willowthread@gmail.com for further details.
European Union orders
EU customers have a 14-day cooling-off period.
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.
Items still need to be unworn or unused, with tags, in the original packaging, and accompanied by the receipt or proof of purchase.
Refund timing
Approved refunds are issued to the original payment method.
We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be automatically refunded on your original payment method within 10 business days.
Your bank or credit card company may need additional time to post the refund. If more than 15 business days have passed since your refund was approved, contact contact.willowthread@gmail.com.