Policies

Returns & Refunds

Last updated: 7 October 2026

We want you to love what you ordered. This page explains how returns, cancellations and refunds work, and sets out the rights South African law gives you when you buy online (the Electronic Communications and Transactions Act, "ECTA", and the Consumer Protection Act, "CPA"). Nothing here takes those rights away.

1. Changed your mind? You have 7 days

You may cancel your order without giving a reason and without penalty within 7 days of receiving the goods (ECTA section 44). The only cost we may charge you is the direct cost of sending the goods back to us.

To keep things simple, returned items should be:

• unworn, unwashed and unaltered, with the tags still attached;
• in their original condition and packaging; and
• accompanied by your order reference (it starts with WW- and is in your confirmation email).

If an item comes back worn, washed, damaged or otherwise reduced in value because it was handled more than needed to inspect it, we may deduct the loss in value from your refund.

2. Faulty, damaged or not what you ordered

• Defective goods: if an item has a defect or is not of the quality and durability you are entitled to expect, you may return it within 6 months of delivery. You choose whether we repair it, replace it or refund you (CPA section 56). We pay for the return.
• Wrong or different item: if what arrives is not what you ordered, or arrives damaged, tell us within 10 business days of delivery (CPA section 20). We collect or pay for the return and either send the correct item or refund you in full.

Photos of the item and the packaging help us sort things out quickly.

3. How to return something

1. Contact us first — email info@willowswear.co.za or message us on WhatsApp +27 81 775 9070. Give your order reference, what you would like to do (cancel, exchange, repair, refund) and, for a fault, photos.
2. We will reply within 2 business days with the return address and instructions. Please do not post anything before we have confirmed.
3. Send the item back using a tracked service and keep your proof of postage. Unless the return is because of a fault or our mistake, the cost of sending it back is yours.

4. Refunds

• Refunds go back to the original payment method through our payment provider, PayFast.
• We refund as soon as we have received and checked the returned goods, and always within 30 days of the date you cancelled (ECTA section 44).
• Your bank or card issuer may need a few extra business days to show the money.
• If your order had a discount, we refund the amount you actually paid for the items you return (the discount is shared proportionally across the items in the order).
• If you were charged a delivery fee on the order, it is refunded when the whole order is cancelled. Delivery is free to addresses in Bloemfontein. Everywhere else in South Africa you choose a courier option at checkout and pay that courier's published price, which is shown before you pay.

5. Exchanges

Need a different size or colour? Tell us within the 7-day period and we will exchange the item, subject to what we have in stock. If the item you want is no longer available we will refund you instead.

6. Cancelling before we send your order

If your order has not been dispatched yet, contact us as soon as you can. We will cancel it and refund you in full.

7. If we cannot supply what you paid for

Our stock is limited. If an item sells out between your checkout and your payment being confirmed, we will tell you as soon as we find out and either refund you in full or, if you prefer, offer you an alternative.

8. Still not happy?

Please talk to us first — info@willowswear.co.za or WhatsApp +27 81 775 9070. If we cannot resolve it, you may contact the National Consumer Commission or the Consumer Goods and Services Ombud.