We want you to be happy and love your purchase. That's why if for ANY reason you are not, you have 60 days to return the product for a full refund or exchange.

To be eligible for a return, you'll need to send back the item the same condition that you received it, unworn, unused and unwashed, with tags, and with its original packaging. You’ll also need to include the receipt or proof of purchase. 

To start a return, log into the accounts section and follow the instructions to process your return: https://account.willoughbykids.com 

Once accepted, we’ll send you instructions on how and where to send your package. At this stage, as we are a small business, return shipping costs are to be covered by the customer unless the item is damaged on arrival. See below for more information.

Returns do not apply to final sale items. 

For any other questions about returns please email hello@willoughbykids.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In the case where an item was sent to you in faulty or damaged condition, Willoughby Kids will cover return shipping costs. Please email us with images of the fault or damage to your product.

We cannot return items that are damaged beyond reasonable expectation from the garment manufacturing/logistics process. Things outside this scope such as makeup, food stains, grass/dirt stains and wear and tear from obvious play, found on the garments will not be accepted for returns and it will be the customers responsibility to provide additional payment to have their items shipped back to them. We do not accept returns on garments that have been used and washed. The garment must be in the same condition you received it with no alterations.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and make a separate purchase for the new item. Your return will be accepted so long as the above conditions have been met.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@willoughbykids.com.