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\nThis Refund Policy is about money: when Gift Willow refunds you, how much, where the refund goes and how long it takes. The practical steps for sending something back — the free return label, exchanges, packing — are on our Returns & Exchanges Policy page. Both pages use the same numbers: 60 days to return any item from the day it was delivered, and a refund sent within 7 days of receiving the return.
\nBelow are the situations we see most often with family gifts, with what we need from you and what you receive in each case.
\nMaybe Grandma already has a blanket she adores, or the family decided on one big gift instead of several small ones. Request a return within 60 days of delivery, send the item back unused with the free label we provide, and we refund the price of the item within 7 days of receiving it. Because return postage is free for every return, nothing is taken off for the label.
\nA 50 × 60 in throw that is too small for a king bed, or a pillow cover ordered without an insert by mistake, can be exchanged rather than refunded. If you would prefer your money back instead, that works exactly like a change-of-mind return: free label, refund within 7 days of receiving the item.
\nA cracked mug, a chipped glass ornament, a seam that came open, a print that is smudged or faded on arrival. Email us photos of the item and the shipping label with your order number. You can choose a replacement or a refund. If we ask you to send the item back, the label is free and the refund is sent within 7 days of receiving it; if a photo is enough, we confirm the refund with you by email.
\nIf you received a different design, a different size from the one you selected, or names that do not match what you typed at checkout, that is our mistake. We will remake the item correctly or refund you in full, whichever you prefer.
\nIf your order has not arrived after the production time and delivery estimate on our Shipping & Delivery page, contact us with your order number. We look into it and, if the parcel cannot be found, agree a solution with you — a replacement or a refund of the item.
\nOrders can be cancelled within 24 hours of being placed (see Cancel or Change an Order). When we confirm your cancellation, the full amount you paid is refunded to your original payment method.
\nVery occasionally we may need to cancel an order — for example if text entered in a personalisation field cannot be produced, or a payment cannot be verified. We email you to explain and refund the full amount you paid.
\n| Situation | \nItem price | \nPersonalisation add-ons | \nReturn postage | \n
|---|---|---|---|
| Changed your mind | \nRefunded in full | \nRefunded | \nFree label from us | \n
| Wrong size or option chosen | \nRefunded in full (or exchanged) | \nRefunded | \nFree label from us | \n
| Damaged or faulty on arrival | \nRefunded in full (or replaced) | \nRefunded | \nFree label, if we need it back | \n
| Not what you ordered | \nRefunded in full (or remade) | \nRefunded | \nFree label, if we need it back | \n
| Parcel lost | \nRefunded or replaced | \nRefunded | \nNot applicable | \n
| Cancelled within 24 hours | \nRefunded in full | \nRefunded | \nNot applicable | \n
Shipping on Gift Willow orders is free to the US, Canada, Australia and New Zealand, so there is never a shipping charge to refund or to keep back. Optional personalisation add-ons — for example the extra line under the names on a blanket — are refunded together with the item they belong to.
\nWe send your refund within 7 days of receiving your return. For claims settled with photos, and for cancellations, we confirm the refund by email when we issue it. After we send a refund, your bank or payment provider still needs to process it; most show it within a few business days, but the exact timing is theirs, not ours. If you cannot see it after a reasonable time, write to us and we will send the transaction details so you can ask your provider.
\n| Stage | \nTiming | \n
|---|---|
| Request a return | \nWithin 60 days of delivery | \n
| Free return label from us | \nWithin 24 hours on business days | \n
| Return arrives with us | \nDepends on the carrier and your location | \n
| Refund sent | \nWithin 7 days of receiving the return | \n
| Refund visible on your statement | \nDepends on your bank or payment provider | \n
Family gifts are often paid by one person and opened by another, or split between siblings. A few rules keep things fair and simple:
\nWe do not deduct restocking fees, label costs or “processing” fees. A partial refund only happens when only part of an order is returned — for example two ornaments out of three — in which case we refund the items that came back. If something about a returned item worries us, we email you before deciding anything.
\nItems with names are included in our 60-day returns, like everything else. We make each one exactly as you typed it and do not send a proof first, which is why the product pages show a live preview and ask you to check spelling. If we made a mistake, you get a full refund or a corrected item. If the text matches your order and you changed your mind, it is refunded as a change-of-mind return.
\nIf you see a charge you do not recognise or think something has gone wrong, please email us first. We can usually sort it out within a day or two, faster than a formal dispute. Writing to us never affects your rights with your bank or payment provider.
\nRosa ordered the Love Grows Here blanket in 50 × 60 in for her father’s recliner. It arrived, and it was clear the 60 × 80 in size would have been better. She emailed us twelve days after delivery. We sent a free return label the next business day. Rosa chose a refund rather than an exchange, because she wanted to order the larger size with a different design. Her refund for the blanket was sent within 7 days of the return arriving, and she placed the new order herself the same evening.
\nA clear glass ornament reached Grandma with a chip on the bevelled edge. Her grandson sent two photos and the order number. We offered a replacement or a refund; he chose the replacement, which shipped free. The photos were deleted 30 days after the replacement was delivered.
\nA family name pillow arrived reading “Harpers” while the order said “The Harpers”. That is our mistake, so the family could choose a corrected pillow or a full refund including the optional first-names line they had added.
\nBen ordered three ornaments and decided to keep one. He returned two with the free label, and we refunded the price of those two within 7 days of receiving them.
\nStore credit is an alternative to a refund, never a replacement for one. You choose it; we never insist on it. When we issue store credit, we email you the amount and how to use it at checkout. It has no expiry date, so it can wait for next Mother’s Day or the next grandchild’s birthday. Store credit is not a gift card and cannot be exchanged for cash later, so if you might prefer the money, choose a refund to your original payment method instead.
\n| What it means | \nWhat you do | \n|
|---|---|---|
| Return label | \nYour return is set up and postage is paid by us | \nPack the item and hand it to the carrier | \n
| Return received | \nYour parcel reached us and is matched to your order | \nNothing; your refund follows within 7 days | \n
| Refund issued | \nThe money has been sent to your payment method or as store credit | \nAllow your bank time to show it | \n
| Question about your return | \nWe need a detail from you before deciding | \nReply to the email | \n
This policy does not limit any refund right you have under the consumer protection law of the place where you live. Where the law gives you more, you get more.
\nA refund is always available within the 60 days, and choosing one never needs a justification. Still, a few families each season discover that a different option suited them better:
\nEmail support@giftwillow.shop or use Submit a Ticket with your order number. We reply within 24 hours on business days. Related pages: Returns & Exchanges, Payment Methods and Terms of Service.
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