FAQs

We make every effort to represent our products accurately. However, colours may vary slightly due to individual screen settings, lighting, and the handmade or small-batch nature of our products. Minor variations in shade, texture, or finish are not considered faults.

Yes. Pip & Willow reserves the right to update, adjust, or refresh product designs — including fonts, text sizing, colours, layout, and materials — at any time and at our sole discretion. These changes reflect our ongoing creative direction and do not require prior notice.

We do not guarantee an exact match to products from previous orders or to designs produced prior to our current ownership. Our brand naturally evolves over time, and design updates are a normal part of how we operate.

We do not offer customisation of existing product designs. All design decisions — including font choice, sizing, and layout — rest solely with Pip & Willow.

Yes. Tags, labels, and packaging materials are subject to change based on availability, supplier changes, or design updates. If a specific tag or packaging type is unavailable, we reserve the right to substitute an alternative of equal or comparable quality without prior notice.

Tags and labels may vary between production runs. Variations in tag design, material, font, or size do not affect the quality of the product itself and are not considered faults or grounds for a return or refund.

From time to time, materials, components, or packaging may be substituted due to supply availability. We will always aim to maintain the overall quality and aesthetic of our products, but we cannot guarantee identical materials across all orders.

Yes. Product pricing is subject to change at any time without prior notice. The price displayed at the time of purchase is the price you will be charged. Pip & Willow is not obligated to honour pricing from previous orders or third-party references.

No. Stock availability is not guaranteed. Products may be discontinued, temporarily unavailable, or subject to delays without notice. We reserve the right to cancel or refund an order if a product becomes unavailable after purchase.

Design variations — including changes to fonts, text sizing, colours, tags, or layout — are a normal part of our brand and are not considered a product fault. As such, these variations do not qualify for a return, refund, or replacement under our change-of-mind policy.

If your product arrives damaged or defective, please contact us within 7 days of receiving your order with photos of the item and packaging. We will assess each case individually and offer a resolution at our discretion, which may include a replacement or store credit.

Please refer to our Returns Policy for full details. Dissatisfaction based on design preferences, comparisons to previous orders, or personal expectations regarding fonts and sizing does not constitute grounds for a return or refund.

We genuinely care about your experience. Please reach out to us directly and we will do our best to assist. However, Pip & Willow reserves the right to determine the appropriate resolution on a case-by-case basis. We are not obligated to replace or refund products based on design preferences or comparisons to products from before our current ownership.

Pip & Willow is currently owned and operated by our present team. As with any business, products, designs, and processes may evolve under new ownership. We are not bound by design decisions, commitments, or product specifications made by any previous owner.

Pip & Willow has evolved over the years, including changes in ownership, suppliers, and creative direction. We are not able to replicate designs, materials, or specifications from previous production runs or prior ownership, and we are not obligated to do so.

Product photography is intended as a general representation of our products. Colour, texture, size, and finish may vary slightly from what is shown. All images on our website and social media are for illustrative purposes and may not represent the exact item you receive.

Some of our product images may be styled, edited for brightness or contrast, or taken under specific lighting conditions. These images are representative only. Minor variations between the photographed product and the item received are not considered misrepresentation.