Cancellation Policy

We understand that circumstances may change after you place an order. Our goal is to assist you as efficiently as possible while ensuring that orders are processed and shipped without unnecessary delays.

Cancellation Timeframe

If you wish to cancel your order, you must contact us within 12 hours of placing your order.

During this period, your order has usually not yet entered the fulfillment process, allowing us to cancel it whenever possible.

Orders Already in Processing

After the 12-hour cancellation window, your order may already be:

• Being processed

• Packed for shipment

• Prepared for dispatch

• Shipped or transferred to the shipping carrier

Once your order has reached any of these stages, we are unable to guarantee cancellation.

If your order has already been processed or shipped, we kindly ask that you wait until it is delivered. You may then request a return in accordance with our Return Policy.

How to Request a Cancellation

To request an order cancellation, please contact our customer support team as soon as possible at:

(hello@willowandvale.nz)

Please include your order number so we can process your request more efficiently.

We will always do our best to assist you.