Refund Policy

We offer a 30-day return policy, which means you have 30 days from the day you receive your item to request a return.

To start a return, contact our customer service team at help@willowpryor.com with your order number, which you'll find in your order confirmation email.

Once your return is approved, we'll send you our returns address along with instructions on how to send your parcel back. Please contact us before sending anything, so we can match your return to your order.

Eligibility for Returns
Items should be returned unworn, unwashed and in their original condition, with all tags and liners attached. You're welcome to handle an item as you would in a shop to check its size and fit. If an item shows signs of wear or use beyond this, we may reduce your refund to reflect the loss in value.

If you purchased a bundle, please return all items in the bundle together.

Sale items can be returned within 14 days of delivery. Gift cards are non-refundable.

Return Shipping
For change-of-mind returns, return shipping costs and any customs charges are the customer's responsibility. Returns are shipped to our fulfilment centre in Asia, and the full address will be provided once your return has been approved.

If the return is due to our mistake, such as a faulty, damaged or incorrect item, we will cover the return shipping costs.

Faulty, Damaged or Incorrect Items
Please inspect your order as soon as it arrives. If an item is faulty or damaged, or you received the wrong colour, size or variant, contact us at help@willowpryor.com within 30 days of delivery. We'll arrange a refund or replacement, and return shipping will be covered by us. This doesn't affect your statutory rights under UK consumer law.

Exchanges
The quickest way to get the item you want is to return your original item and, once the return is approved, place a new order for the item you'd prefer.

Refunds
Once we receive your return, we'll inspect it within 2–4 business days and issue your refund within 14 days of receiving the item. Refunds go to your original payment method. For change-of-mind returns within 14 days of delivery, we'll also refund your original standard delivery charge. After your refund is issued, it usually takes around 5 business days to appear in your account, depending on your bank or payment provider.

If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at help@willowpryor.com.

Contact Information
Store name: Willow Pryor
Company name: Highland Commerce Pty Ltd
Company address: 5 Fairway Drive, Kew East VIC 3102, Australia
ABN: 97 695 098 116
ACN: 695 098 116
Email: help@willowpryor.com
Monday to Friday, 09:00–17:00 (UK time)
Saturday and Sunday: Closed
We aim to respond to all enquiries within 24 hours.