Returns & Exchanges


RETURNS & EXCHANGES
 
At Willow & Ruby, we put a lot of love and care into the gorgeous products we select for online and in store and want you to adore your purchase!
We thoroughly check all items and ensure they are in perfect condition before sending and each item is packaged with the utmost care.
But we understand sometimes things just aren’t quite right…
If you’re unhappy with your purchase for any reason we'd love to fix it for you.
Please see our policy below to find out what to do if you have ordered from our online store
CONDITIONS OF RETURNS AND EXCHANGES
 
It is possible to return any full priced items purchased for a refund or exchange within 7 days from the date of when the item has been received.  Please note we refund 95% of the amount paid to cover the double up, in credit card transaction fees and shipping.
There is no exchange or refund on sale items.
If requesting a refund or exchange, returned goods must be:
  • In their original packaging with all tags intact
  • Returned within 7 days of receipt
  • Items must not have been worn, damaged or washed
  • Returned items are at the expense of the customer and must be returned via courier or another trackable method.
  • Proof of purchasemust be provided in the form of your receipt for in store purchases or an invoice for online purchases.
Please take note that only the manager on the day can approve returns and will only accept returns if these conditions are met.
Due to the nature of shopping online, whereby you don’t get the chance to try something on, we totally understand that an item might not look quite as you expected when choosing it from an image. Therefore, our returns and exchanges policy is slightly different when purchasing items online compared to purchasing items in store.
  • Change of mind for online orders: If you have changed your mind on an item that you have ordered online, we are happy to provide you with either an exchange item or a refund. Please ensure you have met theConditions of Returns and Exchanges. 
  • Faulty Items:For items that are deemed faulty (this doesn’t include items that have been damaged as a result of wear and tear) we are happy to provide you with an exchange item or a refund
  • Gifts: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified about your return. 

IN STORE PURCHASE RETURNS AND EXCHANGES
  • Change of mind for purchases made in store:We are happy to provide you with either an exchange item or a credit note if you have met the Conditions of Returns and Exchanges Refunds will not be given if you have had a change of mind if you have purchased in store as you have had the opportunity to view the style before purchasing.
  • Sale Items:Sale items purchased in store cannot be returned or exchanged due to change of mind. This is due to sale stock being limited and you have had the opportunity to view the item in store before purchasing.
  • Faulty Items:For items that are deemed faulty (this doesn’t include items that have been damaged as a result of wear and tear) we are happy to provide you with an exchange item, or a store credit.
 
Please contact us immediately if you intend to exchange or return.
With Subject: Returns/Exchanges. Please include in your email your order number, the reason for return and the item(s) you would like to return. Once you have heard back from one of our team members and the return has been approved, please send your item(s) to:
Willow & Ruby 
Shop 1 Sage Centre
1 Old Fort Road Foxhill
Salt Rock
4391
 
When returning goods please enclose your contact details, including email address and phone number, as well as order number.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund / exchange.
Once we have received the item back, we will try to replace for you ASAP. You will be notified via email once your item has been sent. If we can't replace the item we will call and discuss an amicable outcome.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@willowandruby.co.za. 

Shipping of returns
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over R750, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
  
If you are unsure about our returns and exchanges policy or how to return something, please email us at info@willowandruby.co.za and we will get back to you with what steps to take next.
Please note: We do not offer refunds or exchanges on our "FOUND" items as they are mostly vintage finds, so they may have some slight wear and imperfections adding to its age and rarity. Please read the descriptions carefully...we hope you understand.