Refund policy

Refund and Returns Policy

We hope you love your Amelia & Willow order. If something isn’t right, please contact us at ameliaandwillow@hotmail.com and we will be happy to help.

Returns and Cancellation Rights

For most products purchased online, you have the right to cancel without giving a reason.

You must tell us that you wish to cancel within 14 days of receiving your order. After notifying us, you have a further 14 days to return the eligible products.

To request a return, email ameliaandwillow@hotmail.com with your order number and details of the products you wish to return. Please contact us before sending anything back.

Returned products should be unused and in their original condition and packaging where reasonably possible. Customers may inspect a product as they would in a shop, but a refund may be reduced if handling beyond this has diminished its value.

If your return is accepted, we will provide return instructions and arrange the agreed return postage. Returns sent without prior approval may not be accepted.

These cancellation rights do not affect your legal rights if a product is faulty, damaged, incorrectly supplied or not as described.

Bath, Body and Personal-Care Products

For health and hygiene reasons, bath, body, cosmetic and personal-care products supplied with protective packaging or a hygiene seal cannot be returned after that packaging or seal has been opened.

This exception does not apply when a product is faulty, damaged, incorrectly supplied or not as described.

Please check personal-care products carefully before opening or using them.

Wax Melts and Home-Fragrance Products

Wax melts and other home-fragrance products must be unused and returned in their original condition and packaging where reasonably possible.

Products that have been melted, burned, sprayed or otherwise used cannot be returned because you have changed your mind.

Personalised and Custom-Made Products

Personalised, custom-made or specially produced items cannot normally be returned because you have changed your mind.

This does not affect your rights if the product is faulty, damaged, incorrectly supplied or not as described.

Damaged, Faulty or Incorrect Products

Please inspect your order after delivery.

If an item arrives damaged, faulty or incorrect, contact us as soon as possible at ameliaandwillow@hotmail.com. Please include your order number, details of the problem and clear photographs where appropriate.

We will assess the issue and arrange a suitable solution, which may include a replacement, repair or refund. We will cover reasonable return postage costs when a product is faulty, damaged, incorrectly supplied or not as described.

Return Postage

For an accepted return, Amelia & Willow will arrange or cover the agreed return postage cost.

Please use the return method provided by us. We may be unable to reimburse an alternative or more expensive return method that was not agreed in advance.

Refunds

We will notify you after receiving and inspecting your return.

Approved refunds will be made to your original payment method. We will process the refund within 14 days of receiving the returned products or receiving acceptable evidence that they have been sent back, where applicable.

Your bank or payment provider may require additional time to display the refund in your account.

When an entire eligible order is cancelled, we will also refund the cost of the least expensive standard delivery option offered at the time of purchase. Additional charges paid for an upgraded or express delivery service may not be refundable.

A refund may be reduced if a returned product has been handled beyond what is reasonably necessary to inspect it and its value has consequently been reduced.

Sale Items

Sale items have the same statutory rights as full-price items. The exclusions relating to opened hygiene products, personalised products and used goods still apply.

Gift Cards

Gift cards cannot normally be returned or exchanged for cash, except where required by law.

Contact Us

To request a return, report a problem or ask a question about this policy, please contact:

Amelia & Willow
Email: ameliaandwillow@hotmail.com

Please include your order number whenever possible.

Model Cancellation Form

You may use the following wording to cancel an eligible online order:

To Amelia & Willow,

I hereby give notice that I wish to cancel my contract for the sale of the following products:

Products:

Order number:

Ordered on:

Received on:

Customer’s name:

Customer’s address:

Date:

Please send this information to ameliaandwillow@hotmail.com.