Refund policy
Returns & Refunds
We hope you love your Aminelle & Willow purchase. If something isn't quite right, we're here to help.
Returns
You have 14 days from receiving your order to notify us if you wish to cancel an eligible purchase. You then have a further 14 days to return your items.
You may also cancel an eligible order before delivery. To exercise your right to cancel, email sales@aminelleandwillow.com with a clear statement of your decision. You do not need our approval to exercise this right.
We will provide the appropriate return instructions and address. Items should be securely packaged for their return. Customers are responsible for return postage on change-of-mind returns, and we recommend using a tracked service.
Made-to-Order Purchases
Our collections are made to order, with production beginning shortly after purchase. Please contact us promptly if you need to change or cancel an order, as changes may not be possible once production has begun.
Products genuinely personalised or made to your individual specifications may be excluded from change-of-mind cancellation rights. This will be made clear before purchase.
Refunds
Eligible returns will be refunded to the original payment method, including the applicable standard delivery charge. Additional express or upgraded delivery charges are not refundable.
Refunds will be processed within 14 days of receiving your return or evidence that it has been sent, whichever is earlier. If no goods have been supplied, refunds will be processed within 14 days of cancellation.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or incorrect, please email sales@aminelleandwillow.com with your order number, a description of the issue and clear photographs showing the fault or damage.
Photographs help us assess the issue and arrange a resolution with our manufacturing partners. If you are unable to provide photographs, please contact us so we can discuss an alternative way to assess the problem.
We will arrange an appropriate remedy in accordance with your statutory consumer rights, including covering reasonable return postage where required.
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Nothing in this policy affects your statutory consumer rights.