Returns & Exchanges Policy
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A gift should feel right when it is unwrapped. If a Gift Willow blanket turns out too small for Grandpa’s recliner, a pillow colour doesn’t suit Mom’s living room, or you simply changed your mind, you can send it back. This page is about the process: what can be returned, how to start, how the free return label works and how exchanges are handled. How and when the money comes back to you is explained separately in our Refund Policy.
Returns in short
- Time to decide: 60 days from the day your order was delivered.
- What can come back: every product we sell, including personalised items, for any reason.
- Return postage: free for every return — we send you a return label, also when you simply changed your mind.
- Exchanges: a different size, colour or fill of the same product.
- Refund: sent within 7 days of receiving your return.
- Restocking fees: none.
1. Sixty days, from the day it arrives
Your 60 days start on the delivery date — not the order date and not the day we made the item. That matters for gifts: if you order a blanket in early November and it arrives on the 20th, you have until mid-January to decide. If the parcel went straight to a parent or grandparent, the 60 days still start on the day it was delivered to them, and either of you can contact us.
You only need to tell us within the 60 days. Once we have replied with your return label and instructions, please send the item back as soon as you reasonably can; if something makes that hard, simply let us know.
2. What you can return
Everything in the shop can be returned, and that includes items with names on them. We know a personalised blanket cannot be sold to another family, but we would still rather you have a gift you are happy with. What we ask depends on the reason:
- You changed your mind, or the size or colour is not right: please send the item back unused and clean, folded as it arrived, with any insert or hanging cord that came with it.
- The item arrived damaged, has a fault, or is not what the product page described: send it back in whatever condition it is in. You only needed to open it to see the problem.
- We made a mistake: a different design, the wrong size, or a name that does not match what you typed. Tell us and we will make it right.
One honest note about personalised items: we make them exactly as you type the names, and we do not send a proof first. If the text on your item matches what you entered at checkout, it still qualifies for a 60-day return; it is simply the “changed your mind” route rather than “our mistake”.
3. Starting a return, step by step
- Email [email protected] or use Submit a Ticket. Include your order number, the item or items you want to return, the reason, and whether you would like an exchange or a refund.
- If the item is damaged or not as described, attach a few clear photos: the whole item, a close-up of the problem and the shipping label.
- We reply within 24 hours on business days with a free return label and the address to use. You do not pay for the postage.
- Pack the item securely — the original mailer is ideal — write your order number on a piece of paper inside, attach the label and hand the parcel to the carrier named on the label.
- Keep the receipt or drop-off confirmation until your return is complete.
Please contact us before sending anything back. A parcel that arrives without an order number takes much longer to match to the right family.
4. Who pays for the return
We do. Every return comes with a free return label, whatever the reason — a damaged ornament, the wrong blanket size, or a pillow that simply doesn’t suit the sofa. There are no restocking fees and nothing is deducted for the label. If you are returning from Canada, Australia or New Zealand and the label we send cannot be used in your area, tell us and we will agree another way with you before you spend anything.
5. Exchanges
An exchange is the quickest path when the gift is right but one detail isn’t. Common examples:
- A 50 × 60 in blanket that turns out small for Grandpa’s recliner, exchanged for the 60 × 80 in size.
- A “Cover only” pillow order exchanged for “Cover with insert” because the old inserts were the wrong size.
- A Grandma’s Nest pillow in Linen exchanged for Willow Sage to match the curtains.
- An acrylic ornament in 3.5 in exchanged for 5.5 in to stand on a shelf.
Tell us the size, colour or option you would like instead. If the new option costs more, we tell you the difference before anything is charged; if it costs less, we refund the difference. For a personalised item we ask you to confirm the names again, exactly as they should appear, because the exchange item is made fresh. If you would prefer a completely different product, we treat it as a return plus a new order.
6. Damaged, faulty or not as described
If an item arrives broken, with a print or stitching fault, or clearly different from the product page — a different design, a different size from the one you selected, text that does not match your order — send us photos and your order number. We will reply within 24 hours on business days and offer a replacement or a refund, whichever you prefer. Sometimes we may ask you to send the item back with a free label so the cause can be checked; often a photo is enough.
Photos you send for a claim are kept only as long as we need them and are deleted 30 days after delivery of the replacement or the end of the case, as described in our Privacy Policy.
7. Gifts and returns by the recipient
Many Gift Willow orders are opened by someone other than the buyer. The person who received the gift can contact us directly with the order number (the buyer can share it from the order confirmation email). We arrange the return label with them. The refund itself always goes to the payment method used for the order, unless the buyer asks us to issue store credit to the recipient instead. Store credit never expires.
8. When your return reaches us
When the parcel arrives, we match it to your order and email you. For an exchange, we start making the new item. For a refund, we send the money within 7 days of receiving the return — the details, including store credit and gift orders, are on our Refund Policy page. If anything about the returned item is unclear, we contact you before deciding anything.
9. Before your order has shipped
If you placed your order less than 24 hours ago, you do not need a return at all: you can still cancel or change it. See Cancel or Change an Order for how that works, including name corrections.
10. Returning different kinds of items
| Item | Please send back | Packing tip |
|---|---|---|
| Fleece or plush blanket | The blanket, folded | A soft mailer or the original bag is enough |
| Pillow, cover only | The cover, zipped closed | Fold it flat; no box needed |
| Pillow with insert | Cover and insert together | Leave the insert in the cover; a box helps it keep its shape |
| Ceramic, wood, glass or acrylic ornament | The ornament and its cord or ribbon | Wrap in paper and use a small box |
| Mug, mug pair or stemless glass | Every piece of the order | Wrap each piece separately and fill gaps |
| LED candle | The candle, batteries removed | Wrap it so the switch cannot be pressed in transit |
| Platter or suncatcher | The item | Protect corners and edges with card |
| Blanket and pillow set | Both pieces | Ask us first if you only want to return one piece |
11. Your return, from start to finish
| Step | Who | When |
|---|---|---|
| Parcel delivered | Carrier | Day 0 — your 60 days start |
| Tell us you want to return or exchange | You or the gift recipient | Any time within 60 days of delivery |
| Free return label and instructions | Gift Willow | Within 24 hours on business days |
| Hand the parcel to the carrier | You | As soon as you reasonably can |
| Return arrives and is matched to your order | Gift Willow | We email you when it arrives |
| Refund sent, or exchange item made | Gift Willow | Refund within 7 days of receiving the return |
12. Part of an order
You can return one item from an order and keep the rest — for example, return one of three ornaments and keep two. The free label covers that item. If you ordered several personalised items for different family members and only one name was a problem, tell us which one and we will deal with just that item.
13. Things that make a return easier
- Keep the outer mailer for a few days after a gift arrives, in case it needs to go back.
- Fold blankets the way they arrived; they travel better and are less likely to be creased or snagged.
- Remove a pillow insert only if you ordered “Cover only” — if the insert came with the order, send it back with the cover.
- Wrap glass ornaments, suncatchers, mugs and wine glasses in soft paper or a tea towel before boxing them.
- For a gift sent to a grandparent, offer to arrange the return for them by email: we are happy to deal with whoever is easiest.
14. Small questions people ask about returns
Can I return a blanket that has been washed once?
If the item is damaged, faulty or not as described, yes, in any condition. For a change-of-mind return we ask for unused items, so it is best to decide before the first wash. If you are unsure, email us and describe what happened; we would rather talk it through than say no.
My mother loves the pillow but wants a different colour. Do I have to pay again?
No. That is an exchange for the same product in a different colour. We send a free return label for the first pillow and make the new colour once you confirm. If both colours cost the same, nothing changes on your payment.
I spelled a grandchild’s name wrong and only noticed after delivery.
We are sorry it happened. You can return the item within 60 days with a free label, and you can order a new one with the corrected spelling at the same time, so the replacement is already on its way while the first one travels back.
Does the 60 days pause over the holidays?
No, but it is long enough to cover them: an item delivered in early December can be returned well into February.
15. Your rights
This policy adds to any rights you have under the consumer laws where you live; it does not take any of them away. If local law gives you a longer period or a stronger remedy, that applies.
16. Help with a return
Email [email protected] and we reply within 24 hours on business days. You may also want to read our Shipping & Delivery page, the FAQs or the Help Center.