Refund policy

Return Policy

We want you to love every piece you bring home. That's why we offer a 30-day return policy with free return shipping and no restocking fees on every order.

How to Request a Return

To make the process smooth and quick, please fill out our secure return form:

🔗 Return request form (You'll need a Google account to upload photos.)

📧 No Google account? No problem. Just email us at willen.store@proton.me with:

  • Your full name.
  • Order number.
  • Best contact email or phone.
  • A short description of the issue.
  • Photo or video of the item (if applicable).
  • Whether you'd like a refund, replacement, or store credit.

Our team will get back to you within 1–2 business days.

Return Conditions

  • The item must be unused, unworn, with original tags and packaging.
  • Return must be requested within 30 days of delivery.
  • Proof of purchase is required (order number is enough).

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Personal care items (e.g., sleep masks, eye pillows once removed from packaging).
  • Bath products that have been used.
  • Custom or personalized products.
  • Items marked "Final Sale".

Damaged, Defective, or Wrong Items

If your item arrives damaged, faulty, or simply not what you ordered — we'll make it right. Send us the form or an email with a photo or video, and we'll either replace it or issue a full refund, no return required.

Exchanges

Want a different color or size? Just return the original item and place a new order. We'll refund the original once the return is received and inspected.

EU Customers

Orders delivered within the European Union are covered by a 14-day cooling-off period in addition to our 30-day policy. Items must be unused and in original condition.

Return Shipping Costs

All return shipping costs are covered by Willen. Once your return request is approved, we'll email you a prepaid return label. There are no additional fees for returns.

Refunds

  • After approval and inspection, your refund is issued within 10 business days.
  • Refunds go back to the original payment method.
  • If you haven't received your refund after 15 business days, email willen.store@proton.me and we'll trace it personally.