Refund policy

Return window

You can return any item within 30 days of the date it was delivered. Items must be unworn, unwashed and undamaged, with the original tags still attached, and returned in the packaging they arrived in.

Please try your coat on indoors over the layers you would usually wear. Items that show signs of wear outdoors, odours, or removed tags cannot be accepted.

How to start a return

1. Email support@winter-willow.com with your order number, the item you are returning and the reason.
2. We reply within one business day with the return address and instructions.
3. Pack the item securely and send it using a tracked service. Keep your proof of postage.

Please do not send items back without contacting us first, as we cannot match unannounced parcels to an order.

Return shipping costs

For a change of mind, return shipping is paid by the customer. The parcel remains your responsibility until it reaches us, so we recommend a tracked and insured service.

If the item is faulty, damaged on arrival, or not what you ordered, we cover the return in full. See Damaged, faulty or wrong items below.

Refunds and processing time

We issue your refund within 2 business days of receiving your returned item.

We will email you as soon as your refund has been issued. The time for the funds to appear on your statement depends on your bank.

We refund the full price of the returned item. Original shipping charges are refunded only when the return is due to our error or a fault. We do not charge a restocking fee.

Exchanges

We do not offer direct exchanges. If you need a different size or colour, return the original item for a refund and place a new order. This is the quickest way to secure the size you want while it is in stock.

Damaged, faulty or wrong items

If your order arrives damaged, faulty, or is not the item you ordered, email us a photo within 7 days of delivery. We send a replacement or a full refund, including the original shipping, and we provide a prepaid return label so you pay nothing.

One winter guarantee

Separate from the return window, every coat is covered for 180 days from delivery against failures in how it is made. If a zip, seam, snap or baffle fails under normal wear in that time, we repair it, replace it, or refund it if neither is possible.

The guarantee does not cover accidental damage, tears or burns, normal wear and tear, or damage caused by washing outside the care instructions. To make a claim, email us your order number and photos of the problem.

Items that cannot be returned

• Gift cards
• Items marked as final sale at the time of purchase
• Items that have been worn outside, washed, altered or damaged after delivery

Your statutory rights

This policy is in addition to, and does not limit, any rights you have under applicable consumer protection law.

Contact information