Return and Refund Policy

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At WillowbyZara, we strive to provide you with the best shopping experience. If you are not completely satisfied with your purchase, we are here to help! Below are the guidelines for returns and refunds:

1. Eligibility for Returns
   
   • Items can be returned within 30 days from the date of receipt.
   • Products must be in original condition, unused, and with all original tags and packaging intact.
   • Certain items, such as sale or clearance items, or intimate apparel, may be ineligible for returns. Please check the product description for specific return exclusions.

1. How to Initiate a Return
   
   • To initiate a return, please contact our customer service team at Info@willowbyzara with your order number, the item(s) you wish to return, and a brief reason for the return.
   • You will receive a return authorisation and instructions on how to proceed with the return.

1. Return Shipping
   
   • Customers are responsible for the cost of return shipping unless the return is due to a defective or incorrect item received.
   • We recommend using a trackable shipping service or purchasing shipping insurance for the returned item to ensure it reaches us safely.

1. Processing Time
   
   • Once we receive your return, it will be processed within 7-10 business days.
   • We will notify you by email once your return has been processed.

1. Refund Eligibility
   
   • Refunds will be issued to the original payment method once the return has been processed and approved.
   • Please note that shipping fees are non-refundable, unless the return is due to an error on our part.

1. Refund Processing Time
   
   • Refunds will be processed within 7-10 business days after we receive the returned item.
   • Depending on your bank or payment provider, it may take additional time for the refund to reflect in your account.

1. Eligibility for Exchanges
   
   • You may exchange items within 30 days of receipt, provided the item is in original condition, unused, and with all original tags and packaging intact.
   • Exchanges are subject to availability. If the requested exchange item is out of stock, we will provide a refund instead.

1. How to Initiate an Exchange
   
   • To initiate an exchange, please contact our customer service team at Info@willowbyzara with your order number, the item(s) you wish to exchange, and the item you would like to exchange it for.
   • You will receive an exchange authorisation and instructions on how to proceed with the exchange.

1. Exchange Shipping
   
   • The customer is responsible for the return shipping cost. However, we will cover the shipping cost for sending the exchange item back to you.

1. Processing Time
   
   • Once we receive your returned item for exchange, it will be processed and shipped within 7-10 business days.

1. If your order arrives damaged or you receive the incorrect item, please contact us within 7 days of receiving your order.
2. We will cover the return shipping costs for damaged or incorrect items and provide a full refund or replacement, depending on your preference.

If you have any questions or need further assistance, please reach out to our customer support team at Info@willowbyzara. We’re here to help!

Thank you for shopping at WillowbyZara!