Refund policy

Last updated 15 September 2026.

If something arrives damaged, faulty or not what you ordered

Email hello@willowandfrost.com within 30 days of delivery with your order number and a photograph of the problem. We refund you or send a replacement, whichever you prefer. You do not need to send anything back, and it costs you nothing.

If you change your mind

You have 30 days from delivery. The item must be unused and in its original packaging.

Email hello@willowandfrost.com first and we will send you the return address and instructions. Please do not send anything back before we reply, in particular the neck fan, which contains a rechargeable battery. You pay the return postage, and we charge no restocking fee.

Unused means unused. A pillow that has been slept on, or had its foam taken out, cannot be resold, so we cannot take it back as a change of mind. If it failed rather than disappointed you, the section above applies.

You can return one part of a Cool Night Kit. We refund that part's share of what you paid for the kit, split in proportion to the two parts' own shop prices.

How and when the money comes back

To the payment method you used, within 10 days of the returned item reaching us. How long it then takes to show on your statement depends on your bank.

Stopping an order before it ships

Email us as soon as you can. If the parcel has not yet been handed to the carrier, we cancel the order and refund it in full. Once the carrier has it, it becomes a change-of-mind return instead.

What this is not

It is not a satisfaction guarantee, and this shop offers none. Nothing in this policy removes a right the law of your state gives you that cannot be waived.