Returns

Returns and Right of Withdrawal (EU consumers):
EU consumers: You may withdraw from your purchase within 14 days of delivery and return eligible goods without giving any reason, except where a statutory exception applies (e.g., clearly personalised items). Any applicable exceptions will be indicated before you place your order. For change-of-mind withdrawals, you bear the direct cost of returning the goods unless we state otherwise.

To start a return, please email care@willywally.com with your order number. We will provide the return address and instructions.

Returns and Right of Withdrawal (Non-EU Customers):
Non-EU customers may have consumer rights under local laws. Where mandatory local law provides return or cancellation rights, we will comply with those requirements. Unless mandatory local law requires otherwise, change-of-mind returns are accepted only if you notify us within 14 days of delivery and the item is unused and in resalable condition. Return shipping costs are borne by the customer. Import taxes (e.g., VAT/GST), customs duties, and clearance fees, if applicable, are not collected by us and are not refundable by us.

Defective or Damaged Items:
Our priority is that you receive a quality product. If you receive an item that is defective, damaged, or if there are missing items in your order, please email care@willywally.com. Provide your order number and describe the issue (with photos of damage/defect if applicable). We will review the situation and provide instructions for return, replacement, or refund. Typically, for a confirmed defective, damaged, or wrong item, we will either replace the item (subject to availability) or issue a refund. We will also cover any return shipping cost for returning a defective item (we may provide you with a prepaid label or reimburse reasonable postage). Kindly note that any returned item must be unused and in the condition you received it (aside from the reported issue).

Return Authorization:
Do not send any products back to us without first obtaining return authorization. Unauthorized returns (including packages returned due to refusal or without an RMA) may not be recognized and could be rejected. When you contact us about a defect, damage, or missing items, and a return is deemed necessary, we will provide you with a Return Merchandise Authorization (RMA) number or specific instructions (including the correct return address). Items returned without following this process might not be accepted.

Evaluation of Returns:
When we receive a returned item, we will inspect it to verify the defect or issue reported. If the item is found not to be defective or the issue was misrepresented and it is in proper condition, we reserve the right to refuse the return. In such case, we can ship the item back to you (at your cost) or discuss an alternative resolution. We reserve the right to reject returns that do not comply with our policies. This includes situations such as items returned worn or used (beyond a basic inspection), returns outside the allowed timeframe, or items that are not actually defective as claimed.

Exchanges:
Because of our limited inventory and curated product model, we generally do not offer direct exchanges (especially not for reasons like choosing a different product, color, or size). If an item is defective and a replacement is available, we will send a replacement. Otherwise, a refund will be provided. If you need a different product, you would need to place a new order.

Refund Processing:
For any approved returns or order cancellations (where applicable by law or by our explicit exception), refunds will be processed to the original payment method. Please allow some time for the credit to appear in your account, as payment processors or banks might have processing delays. We will notify you via email once a refund has been issued. Shipping fees are generally non-refundable except in cases of our error or a defective product. If you received free shipping on your order and you return an item for a refund (in cases we allow), we may deduct the actual outbound shipping cost from your refund, except where prohibited by law.

Note:
This Shipping & Returns policy forms part of our Terms and Conditions. By purchasing from our store (operated by WILLYWALLY Sp. z o.o., owner of the WillyWally™ brand), you acknowledge that you have read and agree to this policy. If anything is unclear or if you have further questions, feel free to contact us at care@willywally.com. We’re here to help.