Refunds & Exchanges

At Willow Bay, our customers are our number one priority. We take pride in our service standards and welcome any questions, feedback or concerns. We're always ready to help! 

We do not offer returns or exchanges on sale items or our Art Gallery Collection of bags. 

Full priced items are eligible for an online store credit (with the exception of our Art Gallery collection where all sales are final). Store credit is valid for 12 months from the date of issue. Item must be returned within 14 days from the date you received your order. Costs to return the item are the responsibility of the customer.

To initiate a return please submit your details here: https://rs7mvlol.paperform.co

For manufacturing faults we offer a 12-month manufacture guarantee. If you receive an item you believe is faulty please contact us to initiate a return.