Refund policy
Return & Refund Policy
At My Willow, we want you to love your fragrance. If you're not completely satisfied with your purchase, we're here to help.
Returns
We accept returns within 30 days of the date your order is delivered.
To be eligible for a return, your item must:
- Be unused and unopened
- Be in its original sealed packaging
- Include all original components (box, inserts, and accessories)
- Be accompanied by your order number or proof of purchase
Due to the nature of fragrances and for hygiene and safety reasons, opened, used, or tampered perfume products cannot be returned or refunded, unless they arrived damaged or defective.
Damaged or Incorrect Orders
Please inspect your order upon delivery.
If your item arrives:
- Damaged
- Defective
- Leaking
- Incorrect
Please contact us within 48 hours of delivery at mywillowcaroline@gmail.com.
To help us resolve the issue quickly, please include:
- Your order number
- Photos of the product
- Photos of the shipping box
- Photos of the shipping label
We will evaluate your claim and, if approved, send a replacement or issue a refund.
How to Start a Return
To request a return, please email:
If your return is approved, we will provide return instructions and the return shipping address.
Please do not send products back without first contacting us, as unauthorized returns cannot be accepted.
Return Shipping
Customers are responsible for return shipping costs unless:
- The wrong item was shipped.
- The product arrived damaged or defective.
- The return was caused by our error.
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages.
Refunds
Once we receive and inspect your returned item, we will notify you of the status of your refund.
If approved, your refund will be issued to your original payment method within 5–10 business days. Processing times may vary depending on your bank or credit card provider.
Shipping charges are non-refundable unless the return is due to our error.
Non-Returnable Items
The following items cannot be returned:
- Opened perfume bottles
- Used fragrances
- Gift cards
- Final sale or clearance items (if applicable)
Contact Us
If you have any questions regarding our Return & Refund Policy, please contact us at: