Refund and Return Policy – Sallywill

At Sallywill, we want you to feel confident and satisfied with every purchase. We understand that shopping online can sometimes involve uncertainty, and we aim to make the return and refund process as clear and convenient as possible. If you are not completely satisfied with your order, we offer a straightforward return and refund process, subject to the terms outlined below.

Please review this policy carefully before requesting a return. If you have any questions, our customer service team will be happy to assist you.

Return Eligibility

To qualify for a return, your item must meet the following requirements:

• The item must be in its original condition, unused, and free from damage, odours, or other signs of use.

• All original tags and labels must remain attached, where applicable.

• The item must be returned in its original packaging, including any protective bags or boxes provided.

• Your return request must be initiated within 30 days of receiving your order.

Please note that we cannot accept items that have been used, altered, or damaged after delivery. Certain personal-use products may be subject to additional hygiene-related restrictions. We recommend checking that any such items remain unused and in their original condition before requesting a return.

How to Initiate a Return

To start a return, please follow these steps:

1. Contact us at service@sallywill.com with your order number and the reason for your return. If you are reporting a defective, damaged, or incorrect item, please include clear photographs showing the issue.

2. Our team will review your request and provide return authorisation along with instructions for sending your package.

3. Pack the item securely, include your order confirmation or order number, and ship it to the return address provided in our instructions.

We recommend using a tracked shipping service, as Sallywill cannot be responsible for packages lost or damaged while being returned to us. Return shipping costs are the customer's responsibility unless the return is required because of a defect or an error on our part.

Refund Process

Once we receive and inspect your returned item, we will notify you whether your refund has been approved or declined. If approved, your refund will be issued to your original payment method within 5–7 business days. Please be aware that the time required for the funds to appear in your account may vary depending on your bank or payment provider.

Refunds generally cover the purchase price of the returned item, excluding the original shipping charges unless the return results from an error on our part. If your order qualified for free shipping, we reserve the right to deduct the actual shipping cost from your refund where applicable.

Exchanges

If you would like to exchange an item for a different option, please contact us at service@sallywill.com to confirm availability. We generally recommend returning the original item in accordance with this policy and placing a new order for your preferred item. This approach can help you receive your new selection as quickly as possible. Our team will be happy to guide you through the process.

Defective or Incorrect Items

We take care to ensure that orders are prepared accurately and that our products meet our quality standards. If you receive a defective, damaged, or incorrect item, we apologise for the inconvenience. Please contact service@sallywill.com as soon as possible with your order number and clear photographs of the issue. We will work with you to arrange an appropriate replacement or a full refund, including applicable shipping costs incurred as a result of the issue.

Non-Returnable Items

For hygiene, safety, or promotional reasons, the following items are not eligible for return:

• Personal-use items that have been opened or used, where hygiene restrictions apply.

• Items clearly marked as final sale or clearance on our website.

• Gift cards and promotional vouchers.

Late or Missing Refunds

If your refund has been approved but has not yet appeared in your account, please first check with your bank or payment card provider, as processing times may vary. If you have completed these checks and still have not received your refund, please contact service@sallywill.com so our team can look into the matter.

Return Address

Your return address will be provided in the return authorisation email. Please do not send any items back before receiving return authorisation, as unauthorised returns may cause delays or prevent us from processing your request.

Contact Us

If you have questions about this Refund and Return Policy or need assistance with a return, please feel free to contact our customer service team. We will do our best to respond as promptly as possible.

Email: service@sallywill.com
Website: www.sallywill.com

We appreciate your trust in Sallywill and are committed to providing a positive shopping experience, whether you are choosing a thoughtful gift, a seasonal favourite, or something special for everyday life.

With appreciation,
The Sallywill Team