Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at willowandwhiskeywestern@gmail.com. Please contact us before returning any items. Once your return has been accepted, we will provide you with the return address and instructions.

If your return is accepted, we’ll send you instructions on how and where to return your package. Customers are responsible for return postage for change-of-mind or sizing returns. If an item is faulty, damaged or incorrect, please contact us so we can arrange the appropriate return.

You can always contact us for any return question at willowandwhiskeywestern@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain items cannot be returned unless they are faulty. This includes personalised or custom-made items and gift cards.

Sale items may have different return conditions where permitted by law. This does not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not meet your legal rights.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

UK cancellation rights

For most goods purchased online, UK customers have the right to cancel their order within 14 days of receiving the goods, without giving a reason. You then have a further 14 days to return the goods after notifying us of your cancellation. Items should be returned in a condition that allows us to resell them. We may make a deduction from the refund if the value of the goods has been reduced as a result of handling beyond what is necessary to inspect them.

These cancellation rights do not apply to certain goods, including personalised or custom-made items. Your statutory rights in relation to faulty, damaged or misdescribed goods are not affected.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at willowandwhiskeywestern@gmail.com.