Refund policy

Refunds & Returns Policy

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

Getting in Touch

If something isn’t right, please contact us at info@sapphirewillow.com within 30 days of receiving your order.

We’ll review your request and work with you to find the best resolution — whether that’s a replacement, refund, or another suitable option.

Where a refund is agreed:

  • It will be issued to your original payment method
  • Please allow up to 10 business days for processing. Your bank may take additional time to complete the transaction.
Return Conditions

Where a return is required, items must be:

  • Unused and in original condition
  • In original packaging
  • Accompanied by proof of purchase

Journals and paper-based products must be completely unused. We cannot accept returns on any journal that has been written in, marked, or altered in any way.

Non-Returnable Items

We do not accept returns on:

  • Opened or used wellness products, including candles, scents, oils, and similar items
  • Personalised or custom-made items
  • Sale items or gift cards
Damaged or Incorrect Items

Please check your order on arrival. If your item is damaged, faulty, or incorrect, contact us within 48 hours of delivery at info@sapphirewillow.com, and we’ll resolve this promptly.

EU & UK 14-Day Cooling-Off Period

If your order is delivered within the UK or European Union, you have the legal right to cancel your order within 14 days of receiving it, for any reason.

To exercise this right, you must notify us within the 14-day period.

Items must still be returned:

  • Unused
  • In original condition and packaging
  • With proof of purchase

This right does not apply to:

  • Opened or used wellness products, such as candles, scents, or oils
  • Personalised or custom-made items
Contact

For all enquiries: info@sapphirewillow.com