Refund policy

Effective Date: July 30, 2025

At Willow & Ember, we believe in thoughtful craftsmanship and customer care. If something doesn’t meet your expectations, we’re here to help — within reason and with integrity on both sides. Please carefully review our return and refund policy before placing an order.

↺ Returns

We offer a 30-day return window from the date your order is delivered.

To be eligible for a return:

1. Item must be unused, unworn, unwashed, and in original condition

2. Item must be returned in its original packaging, including any inserts, tags, or protective materials

3. Return request must be submitted within 30 calendar days of the recorded delivery date

Customers are responsible for return shipping costs unless the item was delivered damaged or incorrect.

✅ Eligible Returns Include:

- You received the wrong item

- Item arrived damaged or defective

- You changed your mind, and the item remains unopened and in original packaging

❌ Non-Returnable Items:

We do not accept returns in the following cases:

- Item has been used, worn, or opened

- Damage occurred after delivery while in the customer's possession

- Missing original packaging, inserts, or tags

- Items marked “Final Sale” at checkout

- Return requested after 30 days of delivery

⚖️ Refunds

Once we receive and inspect your returned item, we’ll notify you of the approval or rejection of your refund via email. If approved, refunds will be processed to your original payment method within 5–7 business days.

Please note:

- Shipping fees are non-refundable

- Gift cards are non-refundable

- Refunds may be denied if the returned item fails our inspection due to signs of wear, use, or damage not present upon delivery

📢 How to Request a Return

- Email us at willowemberllc@gmail.com with your order number and reason for return

- Our team will provide instructions and return address details

- Ship the item using a trackable method; we are not responsible for lost or uninsured returns

🚚 Damaged or Incorrect Orders

If your order arrives damaged or you received the wrong item, contact us within 5 business days of delivery at willowemberllc@gmail.com. Include your order number and clear photos of the issue. We’ll promptly arrange a replacement or issue a full refund at no cost to you.

🔐 Additional Terms & Protections

- Inspection Policy: All returned items are thoroughly inspected. Any signs of wear, damage, or tampering will void eligibility for refund.

- Right to Refuse: Willow & Ember reserves the right to refuse any return that does not meet the above conditions.

- Chargeback Disputes: Filing a chargeback without contacting us first may result in forfeiture of any refund eligibility and possible blacklisting from future orders.

❓ Questions?

We're here to support you. For any questions regarding returns, exchanges, or order-related issues, please contact us at:

📧 willowemberllc@gmail.com
📦 Willow & Ember
32531 N Scottsdale Rd, Ste 105 #736
Scottsdale, AZ 85266, United States