Returns & Exchanges

Our Return Policy

We want you to love what you ordered. If something isn't right, we're here to make it easy.

We accept returns on eligible items within 30 days of delivery, provided the item is in its original condition with original packaging. Items that have been used, washed, or installed cannot be returned.

Eligible Items

• Rugs — must be in original packaging, unrolled and inspected on delivery day. Rugs that have been placed in a room and used are not eligible for return.
• Wall art and prints — in original packaging, undamaged
• Lighting — in original packaging, uninstalled
• Textiles and pillows — unused, with all tags attached

Non-Returnable Items

• Custom or made-to-order items
• Items marked as "Final Sale"
• Gift cards
• Items damaged by customer after delivery
• Items returned after 30 days from delivery date

How to Start a Return

1. Email hello@willowanddoveshop.com with your order number and reason for return
2. We'll review your request and respond within one business day
3. If approved, we'll provide a return shipping address and instructions
4. For defective or incorrectly shipped items, we provide a prepaid return label
5. For change-of-mind returns, return shipping costs are the customer's responsibility
6. Once we receive and inspect your item, we'll process your refund

Refunds

Refunds are issued to the original payment method within 3–5 business days of receiving your return. You'll receive a confirmation email when your refund is processed.

Depending on your bank or credit card provider, it may take an additional 5–10 business days for the refund to appear on your statement.

Original shipping charges are non-refundable unless the return is due to our error or a defective product.

Exchanges

We don't process direct exchanges. If you'd like a different size, colour, or item, please return your original purchase for a refund and place a new order. This ensures the fastest possible turnaround.

Damaged or Defective Items

If your item arrived damaged or is defective, we will replace it or provide a full refund at no cost to you. Please:

1. Photograph the damage and original packaging
2. Email us within 48 hours of delivery at hello@willowanddoveshop.com
3. Include your order number and photos

Claims submitted more than 48 hours after delivery may not be eligible for a full replacement.

Questions?

We're here to help. Email hello@willowanddoveshop.com or visit our Contact page. We respond to all inquiries within one business day.