Refunds & Returns
As all products are made to order, we are unable to accept returns or exchanges unless the item arrives damaged or incorrect.
Cancellations: We have a 3 hour cancellation window after initial purchase. After the three hour window, we are unable to accept cancellations.
To cancel your order, log into your account, go to My Orders, and click the cancellation request button on your order. You will receive a confirmation email once your cancellation has been reviewed.
Please note: cancellation requests are not guaranteed and are subject to review. If your order has already been processed or dispatched, we are unable to cancel it.
Refunds
If your cancellation is approved, your refund will be returned to your original payment method. Refunds are processed immediately on our end, however Stripe typically takes 5–10 business days to return the funds to your account depending on your bank or card provider. You will receive an email confirmation once your refund has been issued.
Damaged or Incorrect Items If your order arrives damaged or incorrect, please contact us at info@whimsywillowstudio.com within 2 days of receiving your order with:
- Your name and order number
- Photos clearly showing the damage or incorrect item
We will review your case and offer a replacement where appropriate. We reserve the right to request additional information to verify claims.
Lost or Undelivered Orders If your order has not arrived within the estimated delivery timeframe please contact us at info@whimsywillowstudio.com. We are not liable for postal delays as we have no control over shipping carriers, however we will do our best to resolve the issue.
If your tracking shows delivered but you have not received your order:
- Check with neighbours and any safe spaces around your property
- Contact your local post office with your tracking number
- If still unresolved contact us and we will investigate with Prodigi
We will only consider a replacement or refund if your order exceeds the estimated shipping time by 30 business days and you have proof of this via tracking information.
Incorrect Shipping Address Please ensure your shipping address is correct at checkout. We are not responsible for orders lost due to an incorrect address provided by the customer. If an order is returned to us due to an incorrect address, reshipping costs will be the responsibility of the customer.
Fraud Prevention Due to the nature, we have a strict replacement only policy for confirmed deliveries. We hope you understand this helps us protect our small business while continuing to serve our customers fairly.
International Customs We do not refund international customs taxes or sales charges. These are the responsibility of the customer.
Contact For any issues with your order please contact us at info@whimsywillowstudio.com and we aim to respond within 2 business days.