Australian Orders
Orders over $300 receive complimentary express shipping (1 to 2 business days) using Australia Post.

Orders less than $300 are $10 for standard shipping (2 to 8 business days) or $15 for express shipping.

New Zealand Orders
$15 AUD for Australia Post Standard International.

Rest of World
$50 USD for DHL Express (2 to 4 business days). Duties and taxes included.

Processing Times
Orders are processed and dispatched within 1 to 2 business days. During a high demand period such as a sale or promotional event, please allow an additional 1 to 2 days.

Order & Shipment Tracking
When your order is dispatched, you will receive a shipping confirmation email with tracking details for your parcel.

If you have an order with multiple items, they may be dispatched from different locations. In this instance, your order will be split into multiple shipments under different tracking numbers and you will receive a separate email notification for each shipment. There are no additional shipping charges applied to split orders.

If you have not received a shipping confirmation email, please check your spam or junk folders and contact us at hello@willowltd.com for further assistance.

International Taxes and Duties
International orders may be subject to tax, customs duties or other fees in their destination country. These are the responsibility of the customer. We recommend contacting your local customs office for an estimate of any potential fees.

You are welcome to request a return within 14 days of delivery.

— Full-price and Sale items, except those marked 'Final Sale', can be returned for a refund, exchange or online store credit
— Items marked 'Final Sale' cannot be returned.

All returned items must be unworn and in their original condition with all labels and tags still attached. Any items returned without labels or tags, or in a condition that indicates being worn or washed in any way, including make-up marks, will not be accepted for return.

Return shipping costs are the responsibility of the customer. We encourage you to return your item/s via registered post with tracking. Willow will not be responsible for undelivered returned items or returned items lost in transit.

Online returns cannot be returned to David Jones locations.

To initiate a return, submit your request via the Returns Portal. Returns must be posted with a tracked carrier within 7 days of return approval.

Exchanges
To request an exchange, please contact us at hello@willowltd.com.

Full-price items are eligible for complimentary size exchanges - please contact us for a prepaid return shipping label.

Exchanges are only available for Australian customers and are offered on sizes only. To exchange styles, online store credit will be issued to you to make a repurchase. Exchanges are subject to item availability at the time your exchange is processed (3-5 days after return delivery).

Faulty Items
If you believe you have received a faulty item, please contact us at hello@willowltd.com within 14 days of receipt with your order number and photos of the issue.

If the item is deemed to be faulty after assessment by our team, we will work with you on a resolution.

Please note: items that are damaged as a result of wear and tear or incorrect garment care per the garment label are not considered to be faulty.

Online Store Credit
Online store credit is non-transferable, non-refundable and can only be redeemed online at willowltd.com. Eligible returned items purchased using an online credit note will be refunded to the original online credit note.

Please refer to our size guide to help you find the right fit.

For more personalised size guidance or specific garment measurements, please do not hesitate to send us an enquiry at hello@willowltd.com.

Order Confirmation
You will receive a confirmation email once your order is placed. If it doesn’t appear in your inbox, kindly check your spam or junk folder, or reach out to us at hello@willowltd.com for personalised assistance.

Item Availability
Occasionally, during periods of high demand such as a sale or promotional event, there may be insufficient stock to fulfill all or part of your order. While we try our best to prevent this from occurring, if an item in your order is affected we will notify you as soon as possible and issue a refund to your original payment method.

Changing an Order
If you need to amend your order in any way please contact us as soon as possible and we will do our very best to accommodate your request. Please note, orders that have already shipped cannot be amended or cancelled.

Accepted Payment Methods
We accept Visa, Mastercard, American Express, Paypal, Shop Pay, Google Pay, Afterpay, Paypal Pay in 4 and Zip Pay.

Currencies
Orders from Australian and New Zealand are processed in Australian Dollars (AUD). Orders from the rest of the world are processed in US Dollars (USD).

Gift Cards
Online gift cards can be redeemed by entering the code in the 'Discount code or gift card' field at checkout. Gift cards purchased online cannot be redeemed in-store.

Online Store Credit
If you are eligible for online store credit, it will be issued to your online customer account. If you have online store credit available to you, it will display as a payment method at checkout when you're logged into your customer account. To view your online store credit balance, log into your customer account here.

Online store credit is non-transferable, non-refundable and can only be redeemed online at willowltd.com. Eligible returned items purchased using an online credit note will be refunded to the original online credit note.

Payment Security
Willow uses Shopify Payments Shopify uses 128-bit SSL encryption technology to protect your data during checkout. Shopify also uses Fraud Defender, which helps prevent fraudulent transactions.

15% off Welcome Offer
Offer valid on full-price styles for first-time newsletter subscribers only. Offer redeemable online at willowltd.com only. Discount code is not redeemable with any other promotion. Product exclusions are subject to change. Single use per customer and cannot be used in conjunction with any other offer. Offer not redeemable in-store or at David Jones.

If you have signed up to our mailing list and have not received your welcome offer email, please check your spam or junk folder and contact us at hello@willowltd.com for further assistance.

To ensure you receive our emails, add hello@willowltd.com to your safe senders list.

10% off SMS Sign-Up Offer
Offer valid on full-price styles for first-time SMS subscribers only. Offer redeemable online at willowltd.com only. Discount code is not redeemable with any other promotion. Product exclusions are subject to change. Single use per customer and cannot be used in conjunction with any other offer. Offer not redeemable in-store or at David Jones.

Sale
Prices as marked. Please consider purchases carefully as sale items can only be returned for online store credit or size exchange.

Items marked Final Sale cannot be returned.

Instagram Competition Terms and Conditions

Entry is open to residents of Australia aged 18 years or over. Employees of WILLOW and their immediate families are not eligible to enter.

The competition begins on Thursday, 24 July 2025 and ends on Thursday, 7 August 2025.

To enter, participants must:

– Like the competition post on Instagram
– Tag a friend in the post comments
– Share the post to their story

Each comment tagging a different friend counts as a separate entry. Entrants must be following @willowltd on Instagram at the time of the draw to be eligible.

The winner will receive:
– 2 x $2,500 WILLOW online gift cards, totaling $5,000, to be redeemed at www.willowltd.com.

Gift cards are not redeemable for cash and are not valid for use in-store.

The winner will be selected at random on Friday, 8 August 2025 and contacted via Instagram Direct Message within 48 hours. If the winner does not respond within 72 hours, the prize will be forfeited and a new winner drawn.

By entering, participants agree to Willow using their Instagram handle and/or entry content in promotional materials, including reposting on Willow’s social media channels.

This competition is in no way sponsored, endorsed, administered by, or associated with Instagram. Entrants release Instagram from any and all liability associated with this competition.

Personal information will be used solely for the purposes of administering this competition and in accordance with Willow’s Privacy Policy.

WILLOW reserves the right to cancel, amend, or suspend the competition at any time, for any reason, without notice.