Refund policy

Here's a Return & Refund Policy in Willow's voice — same structure as the others. Copy the block below:

Return & Refund Policy

Effective: April 24, 2026

We want every Willow to be loved for a long time. If your plush isn't quite the right fit, here's how we make it right.

The short version

30 days to return or exchange, starting the day your order is delivered
Plush must be unwashed, unused, and in original condition with all tags still attached
You cover return shipping for size/preference returns; we cover it if the item is defective, damaged, or the wrong one
Refunds go back to your original payment method within 5–10 business days of us receiving your return
Final-sale items and customized plush can't be returned

Scroll on for the details.

1. Return window

You have 30 days from the delivery date to request a return or exchange. After 30 days, we can't accept the return — though we're always happy to troubleshoot by email if something comes up later.

2. Condition of returned items

To be eligible for a refund or exchange, your plush must be:

Unwashed and unused (cuddled for a minute to check is fine — actually loved-on for a week is not)
Free from stains, pet hair, and odors (including smoke and perfume)
In the original packaging with the signed hang-tag and muslin wrap included
Accompanied by your order number

Plush that arrive back looking loved-in, de-tagged, or altered will be sent back to you and the return will be declined. We're small — we can't resell a plush that's already been someone's companion.

3. How to start a return

Email help@willowplushshop.com with:

Your order number (starts with #WP)
The name of the plush you're returning
Why it's coming back (size, color, changed your mind, damage — anything)
A photo if the plush arrived damaged, defective, or incorrect

We'll reply within 1–2 business days with a return authorization and the shipping address. Please don't send anything back before you hear from us — unauthorized returns can't be processed.

4. Who pays return shipping

Preference returns (changed your mind, doesn't match your decor, bought the wrong size): you cover return shipping. We recommend a trackable method — we can't refund a return that never arrives.
Defective, damaged, or incorrect orders: we send you a prepaid return label and cover the cost.

Original shipping charges are refunded only when the return is our fault. Free-shipping thresholds still count — if a return drops your order total below the free-shipping minimum, the original shipping cost may be deducted from your refund.

5. Refunds

Once we receive and inspect your return, we'll email you within 3 business days to confirm it's been approved (or tell you if something's off). Approved refunds are issued to your original payment method.

Credit/debit card: 5–10 business days to appear, depending on your bank
Shop Pay / Apple Pay / Google Pay: usually 3–5 business days
PayPal: 1–3 business days

If you don't see the refund after 10 business days, check with your bank first, then write to us.

Partial refunds may be issued for plush returned with minor signs of use, missing tags, or damaged packaging.

6. Exchanges

Want a different plush instead of a refund? We do exchanges the simple way:

Send your original plush back following the steps above
Place a new order for the plush you want — this keeps your new plush reserved and shipping fast
Once we receive and approve your return, we refund the original order in full

This avoids stockouts and gets your new companion to you sooner. If you'd rather do a direct swap and wait, just say so in your email and we'll work it out.

7. Damaged, defective, or incorrect items

If your plush arrives damaged in transit, defective, or isn't what you ordered, we'll make it right — at no cost to you.

Email us within 7 days of delivery with:

Your order number
Clear photos of the plush and the packaging (including shipping label)
A short description of the issue

We'll send a prepaid label and either replace the plush or issue a full refund, your call.

What counts as a defect? Torn seams, missing features, broken stitching, embroidery errors. What doesn't: small variations in stitching, tufting direction, or shade — every Willow is finished by hand and no two are identical. That's a feature of how we make them, not a flaw.

8. Final sale items

The following can't be returned or exchanged unless they arrive damaged or defective:

Items marked "Final Sale" on the product page
Customized or personalized plush (named tags, embroidered initials, custom colors)
Gift cards
Mystery drops and limited-run plush, once shipped
Items returned more than 30 days after delivery

If any of this applies to your order, the product page will say so before you check out.

9. Sale items

Items purchased during a sale or with a discount code can be returned for a refund to your original payment method, calculated at the price you actually paid. Discount codes used on a returned order aren't reissued, but you're welcome to use any active code on a new order.

10. Gift returns

Received a Willow as a gift? You can return it for store credit in the form of a gift card emailed to you — no refund to the original buyer, and they won't be notified.

Email us with the order number (usually on the packing slip) and the recipient's name. If you don't have the order number, a clear photo of the plush and any gift receipt works too.

11. Lost return packages

Once a return is on the way back to us, it's in the carrier's hands. If it's lost in transit, we can only issue a refund if the return was sent with tracking and proof of delivery to our return address. That's why we recommend trackable shipping for every return — a few dollars of coverage is worth it.

12. International returns

We accept international returns within the same 30-day window, but:

The customer is responsible for return shipping and any customs fees on the way back
Mark the package as "Return of Merchandise — No Commercial Value" on the customs form to avoid surprise duties
Original shipping and duties you paid on the outbound order can't be refunded

Write to us before sending anything back so we can walk you through it.

13. Order cancellations

Need to cancel an order before it ships? Email help@willowplushshop.com within 12 hours of placing it and we'll do our best. Once an order has entered production or been handed to the carrier, we can't cancel — but you're welcome to follow the return process once it arrives.

14. Questions

We're two people and a cutting table. Every email hits our inbox directly.

Willow Plush Email: help@willowplushshop.com Response time: 1–2 business days

— with love, from the two of us