WINDSOR & WILLOW BOUTIQUE

Returns & Cancellation Policy

RETURNS

Can I return my order?

Yes. You may return your order within 30 days of receiving it, provided the following conditions are met:

The item must be unused, in perfect condition, and in its original packaging with all parts and accessories included.
The item must not show any damage caused by improper use.
Hygiene or personal-use items must be clean and suitable for return.
If the item is defective or damaged on arrival, the issue must be reported immediately upon receipt.

Returns are processed within 7 working days after the item is received at our fulfilment centre. Your refund will be issued within 14 days of confirmation.

Please note: Returns are not free of charge. Customers are responsible for the cost of return shipping, except in cases where the product arrives broken or visibly damaged — see below.

DAMAGED OR LOST ORDERS

What happens if my order arrives damaged or is lost in transit?

Your order is fully protected. If your parcel arrives damaged or is lost in transit, this is what we do:

1

We send a replacement automatically at no extra cost. No need to return the damaged item — we take care of it.

2

If you would prefer a refund instead of a replacement, simply let us know. In that case, we will issue a prepaid return label so you can send the item back at no cost to you, and we will process your refund within 14 days of receipt.

3

Once you have received the replacement, you also have 30 days to request a return under our standard returns policy, should you change your mind.

In accordance with the UK Consumer Rights Act 2015, customers are entitled to a repair, replacement, or refund when goods arrive not of satisfactory quality. We always offer the replacement first — but if you prefer a refund, we will honour it.

HANDMADE ARTISTIC PRODUCTS — IMPORTANT NOTICE

Our decanters are individually handcrafted pieces

All our decanters are crafted by hand and are therefore artistic pieces — not exact replicas of the images shown. Minor variations in colour, finish, and detail are inherent to the nature of each handmade item.

Full product descriptions are provided beneath the purchase button on every product page. We do not process free returns on the grounds that the customer assumed the product would be an exact match to the photograph, where the product description was available and not read prior to purchase.

We strongly encourage all customers to read the full product description before placing an order. If you have any questions, our team is happy to help before you buy.

ORDER CANCELLATION

Can I cancel my order?

Cancellations may only be processed within 30 minutes of placing your order. Our fulfilment system is fully automated: shipping fees and handling costs are processed automatically and cannot be interrupted once the order has been submitted.

If you wish to cancel, please contact us immediately after purchase at info@windsorwillowboutique.com. Our team will do everything possible to intercept the order within that window.

If your order has already been dispatched, cancellation is no longer possible. However, you are always protected by our 30-day return policy once the parcel is received.

As a private consumer, you have the right to cancel your order within 14 days of receipt under UK consumer law. If the 30-minute window has passed, simply receive the item and follow our standard return procedure.

HOW TO RETURN AN ITEM

Return process

To initiate a return, email us at info@windsorwillowboutique.com with the following:

Order number
Reason for the return
Photos (if the item is damaged or defective)
Your full name and delivery address

We will provide the return address by email. Please do not return items to the sender's address — returns must only be sent to the address confirmed by our team.

REFUNDS

When will I receive my refund?

Once the returned item is received and verified, we will issue a refund of the amount paid — excluding original shipping costs — within 14 days, using the same payment method as the original purchase. No additional fees will be charged.

Windsor & Willow Boutique.
info@windsorwillowboutique.com · Customer service Mon–Sun 09:00–17:00 (weekdays) / 09:00–13:00 (weekends)