returns and refunds policy
Last updated: September 13, 2026
At Willow & Grace, we want you to feel comfortable shopping with us.
This Returns & Refund Policy explains how returns, refunds and our 30-day money-back guarantee work.
This policy applies to purchases made through willowandgrace.com.
30-Day Money-Back Guarantee
Willow & Grace offers a 30-day money-back guarantee.
If you are not satisfied with your purchase, please contact us within 30 days of receiving your order.
To request a return, contact:
info@willowandgrace.com
Please include:
- Your full name
- Your order number
- The email address used to place the order
- The reason for the return
- Clear photos if the item is damaged, faulty or incorrect
- Any additional information that may help us review your request
Our team will review your request and provide the appropriate next steps.
Return Approval
Please do not send an item back before contacting us.
All returns must first be approved by Willow & Grace.
If your return is approved, we will provide the applicable return instructions and return address.
Depending on the product, returns may need to be sent directly to one of our suppliers or fulfilment partners. In some cases, this return location may be outside Canada.
Return Shipping Costs
For voluntary returns, including change-of-mind returns, size-related returns or products that are no longer wanted, the customer is responsible for applicable return shipping costs unless otherwise stated by Willow & Grace or required by applicable law.
If an approved return address is located outside Canada, the customer may be responsible for the cost of shipping the product to that location.
We strongly recommend using a tracked shipping service.
Willow & Grace cannot confirm a return until the returned parcel has been received at the applicable return location.
Return Tracking
For an approved return, customers should provide valid return tracking information.
Where tracking is required, a refund may be processed after the returned product has been received and inspected or otherwise confirmed at the applicable return location.
If a returned parcel is lost in transit and there is no evidence that it was successfully delivered to the return location, we may be unable to process the refund.
Condition of Returned Items
Unless otherwise required by applicable law, returned products should be:
- Unworn
- Unwashed
- Unused
- In their original condition
- Returned with original tags and packaging where reasonably possible
Products showing signs of wear, washing, use, damage, stains, perfume, makeup or alterations may not qualify for a voluntary return.
Items That May Not Be Eligible for Voluntary Returns
Certain products may not qualify for change-of-mind returns, including:
- Gift cards
- Clearly identified final-sale products
- Personal or hygiene-related products
- Products that have been worn, washed or used
- Products returned without prior approval
Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable Canadian consumer protection legislation.
Faulty, Damaged or Incorrect Products
If your product arrives damaged, defective or incorrect, please contact us as soon as reasonably possible at:
info@willowandgrace.com
Please provide:
- Your order number
- A description of the problem
- Clear photos of the product
- Photos of the packaging where relevant
We will review the issue and work with you toward an appropriate solution.
Your rights under applicable Canadian consumer protection legislation are not excluded or limited by this policy.
Canadian Consumer Protection Laws
Nothing in this policy is intended to remove, restrict or replace any consumer rights that apply to you under applicable federal, provincial or territorial law.
Where applicable law provides a consumer with rights or remedies that are different from those described in this policy, the applicable law will prevail.
Refund Processing
Once an approved return has been received and reviewed, we will notify you by email.
If a refund is approved, it will normally be issued to the original payment method.
Please allow additional processing time for your bank, credit card provider or payment provider to complete the refund.
Exchanges
Depending on the product and circumstances, Willow & Grace may offer an exchange or another appropriate solution.
Please contact:
info@willowandgrace.com
We will review your request and let you know what options are available.
Order Cancellations
If you need to cancel an order, contact us as soon as possible at:
info@willowandgrace.com
If your order has not yet entered processing or fulfilment, we will make reasonable efforts to cancel it.
Once an order has been processed or shipped, cancellation may no longer be possible.
Nothing in this section limits any cancellation or other rights you may have under applicable law.
Contact
For return, refund or order questions:
Willow & Grace
Email: info@willowandgrace.com