Return Policy

E-Commerce Purchase Policy:

  • All sale items, as well as jewelry, skincare, makeup, shoes, bags, hats, scarves, wraps/ponchos, gift items, and accessories, are FINAL SALE ITEMS and are not eligible to be returned.
  • Shipping charges are non-refundable
  • Once packages are picked up from Willow by USPS, UPS, or other mail carriers, we are no longer responsible for any lost, damaged, or missing packages (this includes packages that are marked delivered by mail carrier).

 

Willow’s e-commerce money-back return policy:

  • Items must be unworn, with tags attached, and in their original condition.
  • Willow does not cover the cost of shipping to return your package. 
  • Shipping charges are non-refundable
  • All returns will incur a $5 restocking fee 
  • You may return e-commerce merchandise to Willow + Mercer in 30Ave, but your refund will not be processed until the merchandise is received in our warehouse. We are unable to issue refunds from our store locations. 
  • This return policy is only applicable to our online shop and not for in-store purchases at our Rosemary, Alys, and Inlet Beach locations.

 

Steps for shipped returns:

  1. Request a Return Authorization Number via email to PR@WearWillow.com within 3 days of receiving your order so we can approve the items you want to return.
  2. Put the Return Authorization number on the UPS or FEDEX shipping label.  Returns must be accompanied by a copy of your packing slip. USPS shipments will not be accepted. Boxes received without a Return Authorization number will be returned to the sender.  
  3. All item(s) must be received back to the Willow warehouse at the address provided below within 7 days of your emailed approval. 

 Please ship return items to:

Willow Headquarters
Attn: Returns (and include the RA# on the shipping label)
701 Serenoa Rd
Unit 102
Santa Rosa Beach, Fl 32459  

 

Steps for local pickup returns:

  1. Request a Return Authorization Number via email to PR@WearWillow.com within 7 days of receiving the digital prompt that your order is ready so we can approve the items you want to return or exchange. Any items picked up after the 7-day window are not eligible for return requests. 
  2. Return merchandise to Willow + Mercer, 12805 US HWY 98 E, Unit S101, Inlet Beach, FL 32461with the RA Number.
  3. Your refund will not be processed until the merchandise is received in our warehouse. We are unable to issue refunds from our store locations. 

 If you received a damaged or defective item, please contact us via email at   PR@WearWillow.com within 48 hours of receiving the damaged item. Please include your Order Number and DAMAGE in the subject line. 

 

For questions or concerns, please feel free to contact us at:

850-909-0009 or  PR@WearWillow.com between the hours of 9 am-5 pm CST Monday through Friday.  

 *This return policy is only applicable to our online shop and not for in store purchases at our Rosemary, Alys and Inlet Beach locations.