Refund Policy

1. Refund Overview

At Pippa & Willow, we want customers to feel confident when purchasing our loungewear products. If there is an issue with your order, please contact our customer support team so we can review your request and provide appropriate assistance.

Refund requests are handled according to the conditions and timeframes explained in this policy.

2. Request Timeframe

Customers should contact us within 14 days of receiving their order if they wish to request a return or refund review.

Requests received after this timeframe may not be eligible for consideration.

3. Eligible Refund Requests

A refund request may be considered when:

• The item received is different from the item ordered.
• The product arrives with a quality issue affecting normal use.
• The item has an issue that was not described in the product information.
• The customer contacts us within the stated timeframe and provides the required order details.

4. Product Condition Requirements

Returned products should be in their original condition, unused, unworn and with original packaging where applicable.

Products that show signs of wear, washing, alteration or damage caused after delivery may not qualify for a refund.

5. Items Not Usually Eligible

For hygiene and product condition reasons, refunds may not be available for items that have been worn, washed, altered or returned without following the required process.

Products returned outside the stated timeframe may also not qualify for a refund review.

6. How To Request A Refund

To request a refund review, please contact our customer support team with the following information:

• Your name
• Order details
• Product information
• A description of the request
• Supporting images where relevant

Our team will review the information provided and respond with the next steps.

7. Refund Review Time

Refund requests are normally reviewed within 3–5 working days after receiving the required information.

Additional information may be requested if needed to complete the review.

8. Refund Approval And Processing

Once a refund request has been approved, the refund will be processed using the same method used for the original order.

Refund processing is normally completed within 5–10 working days after approval.

The time required for the refunded amount to appear may vary depending on the customer’s financial institution and processing times.

9. Return Arrangements

Where a return is required, customers will receive instructions from our support team before sending any items back.

Please do not send products back without contacting us first, as this may delay the review process.

10. Delivery Charges

Where a refund is approved due to an issue with the product or order, relevant delivery considerations will be reviewed as part of the refund process.

Each request will be assessed based on the individual circumstances.

11. Order Cancellation Requests

If you wish to cancel an order, please contact us as soon as possible.

Cancellation requests can only be considered before the order has entered the preparation or dispatch process.

12. Exchanges

If you require a different size or alternative product, please contact our customer support team. Exchange options may depend on product availability and order condition.

13. Contact Customer Support

For refund enquiries or assistance with your order, please contact our support team.