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Size Guide

Size Conversion & measurements

Please view our universal size and fit guide here.

For more personal size guidance or specific garment measurements, please do not hesitate to contact us.

Domestic Shipping

Shipping Rates

All orders within Australia are delivered using Australia Post Express Shipping.

Cost
Orders over $300: Free
Orders less than $300: $10

Order Dispatch & Delivery Times

Orders are dispatched within 1-2 business days with Australia Post Express.

Orders are not processed over the weekend or on Australian public holidays. Orders placed during sale or promotional periods may be subject to a delay.

Estimated Delivery Times
Metro locations: 2-8 business days
Outside metro areas: 5-7 business days

Shipping times can vary and are dependent on the shipping address and Australia Post.

Please note: 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.

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation e-mail with tracking details.

Please note: 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 tracking information, please contact us here.

SHIPPING TO A PO Box or Parcel Locker

Parcels are shipped exclusively through Australia Post Express, which enables delivery to PO Boxes or Parcel Lockers.

International Shipping

Shipping Rates

Orders are shipped from Sydney, Australia using standard international shipping via Australia Post.

Cost
$40

Estimated Delivery Time
10-14 business days

Please note
International orders may be subject to customs and clearance procedures that can cause delays beyond the delivery estimate. Delivery dates supplied are best estimates only and are not guaranteed.

ORDERS DISPATCH & DELIVERY TIMES

Orders are dispatched within 1-2 business days.

Orders are not processed over the weekend or on Australian public holidays. Orders placed during sale or promotional periods may be subject to a delay.

Estimated Delivery Times
10-14 business days

International Duties and Taxes

International orders may be subject to foreign tax, customs duties or other fees. These are the responsibility of the customer. We recommend contacting your local customs office for an estimate of any potential fees.

Returns

Returns Policy

Full-price items purchased online can be returned for a full refund within 14 days of delivery.

Sale items or items purchased on promotion can only be returned for online store credit.

Items marked Archive Sale are considered final sale and are non-refundable unless deemed faulty.

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 is at the expense 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.

Original shipping costs are not refundable, unless the item is deemed faulty.

HOW TO RETURN

Should you not be 100% satisfied with your WILLOW purchase, please ensure you meet the Returns Policy outlined above before initiating a return.

FULL-PRICE ITEMS
We have partnered with Refundid to offer instant refunds for full-price oders. Start your Refundid return process here.

SALE ITEMS
Please contact us to request a return.

EXCHANGES

We do not offer direct online exchanges. If you wish to purchase another style/size, please post your item/s back to us for a refund and place a new online order.

Faulty Items

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

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 from a return is issued in the form of an online gift card and is valid for 3 years from the date of creation. Online store credit can only be redeemed online. Store credit is non-refundable and non-transferable.

Items purchased using online store credit can only be refunded to store credit.

HOW REFUNDID WORKS

Refundid is a third-party company that provides instant refunds for Australian-based customers. No need to wait for your order to be shipped back and checked before you're issued a refund - Refundid will submit your refund to your nominated bank account within seconds of you lodging your return request via the portal.

Refundid is free for customers.

After receiving a refund from Refundid, you have 7 days to post your return. If your return tracking is not updated within 10 days, Refundid will reverse the instant refund they have paid out to you.

If you made your purchase with Afterpay or other Buy Now Pay Later provider, you will still be required to finish the payment instalments to avoid any dishonour fees from the Buy Now Pay Later provider.

View Refundid's FAQs and Terms & Conditions.

DAVID JONES RETURNS

Items purchased from David Jones must be returned via the David Jones returns process.

Placing An Order

EDIT OR UPDATE AN ORDER

If you need to edit your order in any way - including changing the shipping address - please contact us as soon as possible and we will do our very best to accommodate your request.

If you need to change the shipping address on an order after receiving shipment tracking details from us, please contact Australia Post directly with your request.

Item availability

Occasionally, during a high traffic period such as a sale or promotional event, our systems may encounter a stock discrepancy.

While we try to prevent this, if an item in your order is affected, we will notify you as soon as possible and present you with appropriate alternative choices.

My Order Has Not arrived yet?

We regret any inconvenience caused by delays in processing your order. During periods of high demand or in sistuations that limit our workforce, delays may occur. If you have any concerns, please feel free to contact hello@willowltd.com so we can assist you further.

Identification Verification

Occasionally, we perform random identification checks on orders as part of our security measures to ensure your protection. In the event that your order is selected, our Customer Care team will contact you to request additional information or confirmation that you have recently placed an order with Willow.

Payment Options

ACCPTED PAYMENT METHODS

We accept VISA, Mastercard, American Express, Union Pay, Afterpay & PayPal.

AFTERPAY

Shop as you normally would, when you get to the payment option page, choose “Afterpay”. 

Register with Afterpay and provide payment details (Afterpay accepts Visa or Mastercard). If you have used Afterpay before, just log in to your Afterpay account from the checkout and complete your order. It really is that simple!

*Afterpay accepts Visa and MasterCard only. You must be 18 years or older and have a valid email address and AU mobile phone number to sign-up.

You can find the complete Afterpay Terms of Service here: www.afterpay.com/en-AU/terms-of-service

E-GIFT CARDS

Currently, WILLOW E-Gift Cards can only be redeemed online.

Promotion Terms & Conditions

20% OFF WELCOME OFFER

Offer valid on full-price product online 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.

SALE

Please consider purchases carefully as items purchased on sale or during a promotional event can only be returned for online store credit unless the merchandise is proven to be faulty or wrongly received.

Please note: items marked Archive Sale or Final Sale cannot be returned or exchanged unless the merchandise is deemed faulty.

$100 Gift Voucher

Minimum spend of $399 applies. Offer available for 90 days from date of issue. Valid on full-price items online at willowltd.com only. 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.

Contact Us

Willow Customer Care

Our Customer Care team is available Monday-Friday 9am-5pm AEST/AEDT. Contact us here.

Level 2, Shop 50
287 Lonsdale Street
Melbourne, VIC, 3000
Ph: +61 3 8637 0584

Level 1
310 Bourke Street Mall
Melbourne, VIC, 3000

Chadstone Shopping Centre
Ground Floor
1341 Dandenong Road
Chadstone, VIC, 3148

Level 4, Westfield
500 Oxford Street
Bondi Junction, NSW, 2022

Level 2
86 Castlereagh Street
Sydney, NSW, 2000

All Stores

    VIC

    NSW

VIC

1

Willow Boutique- Emporium Melbourne

Level 2, Shop 50
287 Lonsdale Street
Melbourne, VIC, 3000
Ph: +61 3 8637 0584

2

David Jones - Bourke Street Mall

Level 1
310 Bourke Street Mall
Melbourne, VIC, 3000

3

David Jones - Chadstone

Chadstone Shopping Centre
Ground Floor
1341 Dandenong Road
Chadstone, VIC, 3148

NSW

4

David Jones - Bondi Junction

Level 4, Westfield
500 Oxford Street
Bondi Junction, NSW, 2022

5

David Jones - Elizabeth Street

Level 2
86 Castlereagh Street
Sydney, NSW, 2000