Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to contact us regarding an issue with your order.

To request assistance, please contact us at support@thedearwillow.com

Personalized and custom-made products are created specifically for each customer and therefore cannot be returned or exchanged unless the item arrives damaged, defective, or incorrect.

Damages and Issues

Please inspect your order upon arrival and contact us within 30 days if:

  • Your item arrives damaged

  • Your item is defective

  • You receive the wrong item

To help us resolve the issue quickly, please include clear photos of the product and packaging when contacting us.

If your claim is approved, we will provide a replacement or refund at no additional cost.

Returns

Due to the personalized nature of our products, we do not accept returns for:

  • Personalized or custom-made items

  • Incorrect information provided by the customer

  • Buyer's remorse or change of mind

  • Sale items

  • Gift cards

If an exception is approved by our support team, return instructions will be provided by email. Items sent back without prior authorization will not be accepted.

Exchanges

Because all products are made to order, we do not offer direct exchanges.

If your item arrives damaged, defective, or incorrect, please contact us and we will work with you to provide a suitable solution.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you may have the right to cancel or return your order within 14 days in accordance with applicable consumer protection laws.

However, this right does not apply to personalized or custom-made products that are produced specifically according to your specifications.

Refunds

Once we review your request, we will notify you of the outcome.

If a refund is approved, it will be issued to your original payment method within 10 business days. Please note that banks and credit card providers may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@thedearwillow.com