Return Policy

At Willow & Rose Vancouver, we strive to ensure that every customer is satisfied with their purchase. However, we understand that there may be occasions when you wish to return an item. Please read our return policy carefully below. If you have any questions, we encourage you to contact us first at info@willowrosevancouver.com before initiating a return.

1. How We Operate

Willow & Rose Vancouver operates using a direct-from-supplier fulfillment model. To reduce waste and minimize our environmental impact, we do not maintain large inventories. Products that are not held in stock are shipped directly from our supplier, located in China.

As a result, approved returns must be sent to our supplier's designated return address in China.

2. Return Period and Registration

  • You may request a return within 14 days of receiving your item by contacting info@willowrosevancouver.com.

  • A return request can only be submitted after the item has been physically received.

  • When submitting a return request, you must include your order number and a valid reason for the return.

  • Once your request has been approved, we will provide you with the supplier's return address.

3. Return Conditions

  • A valid reason for the return is always required.

  • Items must be unused, unwashed, undamaged, and in their original condition, with all tags and labels still attached.

  • Trying on an item is permitted; wearing it beyond fitting purposes is not.

  • Sale or discounted items cannot be returned without a valid reason.

  • Intentionally ordering multiple sizes with the intention of returning part of the order is not permitted.

  • Certain items are excluded from returns for hygiene reasons, including underwear, swimwear, and jewelry, unless they remain unopened and unused.

4. Return Costs and Process

  • All return shipping costs are the responsibility of the customer, including international shipping fees and any applicable customs duties or charges.

  • The item must be returned to the supplier's return address in China.

  • The customer is responsible for arranging, paying for, and tracking the return shipment.

  • We strongly recommend using a shipping method that includes tracking information.

  • Without valid proof of shipment, we cannot process a return or refund request.

5. Customer-Friendly Alternative Solution

Because international returns can be costly and time-consuming, we are happy to work with customers to find a reasonable alternative solution whenever possible.

Such solutions may include a partial refund, replacement item, store credit, or discount, depending on the situation. Any alternative arrangement will be discussed and agreed upon via email.

Please contact info@willowrosevancouver.com before sending any item back.

6. Defective, Incorrect, or Damaged Items

If there is an issue with your order, such as an incorrect item, sizing problem, defect, damage, or quality concern, please email us within 14 days of receiving your order.

Your email must include:

  • Your order number

  • A detailed description of the issue

  • Clear photographs showing the problem

Without photographs and a detailed explanation, we may be unable to assess the issue and process your request.

Once we receive the necessary information, we will review the case and work to provide an appropriate solution as quickly as possible.

7. Refunds

Refunds can only be issued after the returned item has been received and approved at the supplier's return facility in China.

Once approved:

  • The purchase price will be refunded within 14 days

  • Refunds will be issued through the original payment method used for the purchase

  • Original shipping costs are non-refundable

8. Order Cancellations

Orders cannot be cancelled once they have been placed and entered into processing.

Refund requests, payment disputes, or chargebacks may not be initiated before the order has been delivered and received.

If you experience any issue with your order, please contact info@willowrosevancouver.com first so that we can work together to find an appropriate solution before a chargeback or payment dispute is opened.

9. Liability

  • We are not responsible for packages that are marked as delivered by the shipping carrier to the address provided by the customer.

  • Customers are responsible for ensuring that all shipping information is accurate at the time of purchase.

  • Any address errors must be reported within 24 hours of placing the order by contacting info@willowrosevancouver.com.