Refund Policy
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This 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.
Refunds at a glance
- When: we send your refund within 7 days of receiving your return.
- Where: to the payment method you used for the order, or as Gift Willow store credit if you prefer.
- Store credit: never expires.
- Return postage: free for every return, so it is never deducted from your refund.
- Fees: no restocking fees and no refund processing fees.
- Window: request a return within 60 days of delivery, for any product and any reason.
1. Situations that lead to a refund
Below are the situations we see most often with family gifts, with what we need from you and what you receive in each case.
1.1 You changed your mind
Maybe 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.
1.2 The size or option was not right
A 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.
1.3 The item arrived damaged or faulty
A 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.
1.4 It is not what you ordered
If 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.
1.5 The parcel never arrived
If 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.
1.6 You cancelled within 24 hours
Orders 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.
1.7 We had to cancel your order
Very 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.
2. How much is refunded
| Situation | Item price | Personalisation add-ons | Return postage |
|---|---|---|---|
| Changed your mind | Refunded in full | Refunded | Free label from us |
| Wrong size or option chosen | Refunded in full (or exchanged) | Refunded | Free label from us |
| Damaged or faulty on arrival | Refunded in full (or replaced) | Refunded | Free label, if we need it back |
| Not what you ordered | Refunded in full (or remade) | Refunded | Free label, if we need it back |
| Parcel lost | Refunded or replaced | Refunded | Not applicable |
| Cancelled within 24 hours | Refunded in full | Refunded | Not applicable |
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.
3. How long it takes
We 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.
| Stage | Timing |
|---|---|
| Request a return | Within 60 days of delivery |
| Free return label from us | Within 24 hours on business days |
| Return arrives with us | Depends on the carrier and your location |
| Refund sent | Within 7 days of receiving the return |
| Refund visible on your statement | Depends on your bank or payment provider |
4. Where the money goes
- Original payment method: by default, the refund goes back the way you paid.
- Store credit: if you would rather shop again — say, swap a pillow for a blanket later in the year — we can issue Gift Willow store credit instead. Store credit never expires.
- Currency: prices and refunds are in US dollars. If your card is in another currency, your bank converts it, and its exchange rate may differ slightly from the day you paid.
5. Gifts, shared gifts and refunds
Family gifts are often paid by one person and opened by another, or split between siblings. A few rules keep things fair and simple:
- A refund always goes to the person and payment method that paid for the order.
- If the recipient returns the gift, the buyer can ask us to issue store credit to the recipient instead, so they can choose something else themselves.
- If siblings shared the cost of one order, the refund still goes to the one payment method used at checkout; how the family divides it is up to you.
6. Partial refunds
We 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.
7. Personalised items
Items 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.
8. Disputes with your bank
If 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.
9. Worked examples
A blanket that was too small
Rosa 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.
A chipped glass ornament
A 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.
A name that did not match the order
A 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.
Two ornaments out of three
Ben 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.
10. Store credit, explained
Store 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.
11. What refund emails mean
| What it means | What you do | |
|---|---|---|
| Return label | Your return is set up and postage is paid by us | Pack the item and hand it to the carrier |
| Return received | Your parcel reached us and is matched to your order | Nothing; your refund follows within 7 days |
| Refund issued | The money has been sent to your payment method or as store credit | Allow your bank time to show it |
| Question about your return | We need a detail from you before deciding | Reply to the email |
12. Your legal rights
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.
13. Before you choose a refund
A 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:
- If the item is right but the size is not, an exchange keeps the gift on its way without starting again — see the Size Guide before choosing the new size.
- If the recipient would like to pick something else, store credit lets them do it in their own time.
- If only one name was wrong on one of several items, you can return just that item and keep the rest.
14. Questions about a refund
Email [email protected] 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.