Willow offers complimentary express shipping for all deliveries within Australia.

Online orders will be dispatched within 1-2 business days of placing your order.

Please be aware that online orders are not processed over the weekend or on Public Holidays.

Orders placed during sale or promotional periods and Public Holidays may be subject to a delay.

You can track your Willow online order once it has been dispatched via our shipping confirmation e-mail and from your Willow online account.

If you do not receive any tracking information, please contact our team directly here.

All Willow online orders within Australia are sent via Australia Post Express. Parcels will require a signature upon release.

Estimated Delivery Times

2-8 business days (for metro regions)*

5-7 business days (for regions outside metro)*

*Please note: the estimated shipping time begins when the parcel is collected by Australia Post. Please be mindful that shipping times do vary and are dependant on the shipping address and carrier.

If you are missing certain items from your order, this is because we have shipped some of the purchased items directly from one of our Willow boutiques. Separate tracking details should have been received, if you have not received these details, please email hello@willowltd.com

We aim to have your order processed and on its way to you within 2 business days of your order being placed.  

Please note that online orders are processed Monday to Friday, this does not include public holidays. Any orders placed over a weekend, or a public holiday will be processed and dispatched the next business day. 

For orders shipped within Australia, our shiping partner is Australia Post. For all orders shipped internationally, our shipping partners are Australia Post or DHL.

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

All Willow international online orders are sent via standard delivery.

Estimated Delivery Times: 10-14 Days

Cost: $40 flat rate

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

When an order shipped internationally reaches their destination country, please be aware they may be subject to foreign tax, customs duties or other fees. These will be the responsibility of the customer. We recommend contacting your local customs office for an estimate of these fees.

Items purchased on willowltd.com

Within 14 days from the date of delivery

Full Priced Items:

Eligible for a full refund or online store credit.

Temporary Promotion on Full Priced Items:

Eligible for online store credit.

Welcome Code

Eligible for a full refund or online store credit for full priced purchases. Discounted or sale items purchased with a welcome code are eligible for an online store credit.

Markdown/Sale Items

Eligible for online store credit.

Final Sale Items

Unable to be returned, unless deemed faulty by our team.

Items purchased in a Willow boutique:

Within 14 days from the date of purchase

Full Priced Items:

Eligible for a credit note or exchange

Temporary Promotion on Full Priced Items:

Eligible for store credit.

Markdowns and Final Sale Items

Sale items are final and not eligible for return unless deemed faulty.

All returned items must be unworn and in their original condition with all tags still attached within 14 days from the date of delivery.

Return shipping will be at the expense of the customer, and Willow will not be responsible for items lost or stolen in postage. Willow takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services (with Signature Required) as return parcels remain the responsibility of the customer until received in hand by Willow.

Items purchased at a Willow David Jones concession boutique must be returned to David Jones. These items cannot be returned to Willow online.

Gift Cards may not be returned.

We pride ourselves on our premium designer pieces and quality craftsmanship. However, in the instance that you receive an item that is faulty or wrongly described, you may elect to receive a full refund or store credit. Please be advised that our team will assess all faulty returns before a refund is processed. This policy does not exclude or replace your rights under any applicable law.

1) COMPLETE RETURN FORM: Simply fill out the Returns Form here and choose your preferred return method.

2) RETURN AUTHORISATION: Someone from our team will review your Return Request within 2 business days, and may request supporting imagery when deemed necessary. Please make sure to check your junk folder in case our response has ended up in there. If you have used Refundid, you are not required to wait on a team member to reach out. Unless Refundid was chosen, please do not return your item to us without email authorisation.

3) POST ITEM BACK TO US: Once authorisation is received for your return, you will be sent the returns address, along with next steps in sending your item back to us.

4) QUALITY CONTROL: Once your item has been received, our team will proceed with the QC process, to ensure item remains un-worn, un-damaged and as new.  

5) RETURN PROCESSING: Once your item has passed our QC process, we will proceed with your return for either full refund or store credit (minus original Shipping charges). Please allow 5 business days for processing. If you have requested a store credit, this will be sent to you via email.  

6) REFUND: If you have been approved for a refund, depending on your card issuer, it may take up to 10 business days for the funds to show in your account. If Refundid has been used, your refund will be in your account instantly.

Please note, Willow is not liable for the loss or damage of Sale items which are being returned by our customers. We encourage you to return your item(s) via registered or traceable postal services (with Signature Required) as return parcels remain the responsibility of the customer until received in hand by Willow.

Willow is not responsible for any item that is returned to us by mistake or without pre-approval.

If you are unable to lodge your return via Refundid, please email WILLOW Customer Care: hello@willowltd.com

Online store credit is issued in the form of an online gift card and is valid for 3 years from the date of creation. Online store credits can only be redeemed online. It cannot be returned for a refund.

Items purchased using an online store credit can only be returned for an online store credit and cannot be returned for a refund.

Please note only one gift card can be used per transaction.

For now, any items purchase on our online store need to be returned to our warehouse via the post, as outlined in our "Return Steps". Please contact hello@willowltd.com for assistance, and check your junk folder in case your response ends up there.

You may return your online purchase to our Willow boutique at Melbourne Emporium (opening at the end of August).

Please note we are unable to facilitate online returns to our concessions within David Jones.

Yes, you can exchange your online purchase, please email hello@willowltd.com for assistance with your request.

Return shipping will be at the expense of the customer, and Willow will not be responsible for items lost or stolen in postage. Willow takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services (with Signature Required) as return parcels remain the responsibility of the customer until received in hand by Willow.

Yes, sale items can be returned unless marked FINAL SALE. All Sale items can be returned for a credit note which is valid for 3 years. Please email hello@willowltd.com for assistance with your request.

Items purchased at a Willow David Jones concession boutique must be returned to David Jones. These items cannot be returned to Willow online.

Please allow up to 5 business days for the processing of all returns.

Once your return has been processed, you will be notified by email.

If you need to edit your order, please email hello@willowltd.com and we will do our very best to accommodate your request. 

If you need to edit your order in the way of an address change, but have already received tracking details, you will need to contact Australia Post to organise your request.

Occasionally, our online boutique may encounter a high volume of visitors, which can lead to stock levels not being promptly updated.

While this is a rare event, if an item in your order is affected, our customer care team will notify you immediately and present you with appropriate alternative choices.

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.

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.

Yes, we offer the Buy Now/Pay Later option of 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

We offer VISA, Mastercard, American Express, Union Pay, Afterpay & PayPal

Currently, our system is only able to support the use of one code at a time.

If you have a gift voucher and would also like to take advantage of an online promotion, please email hello@willowltd.com and we will accommodate your request.

Currently, e-gift cards can only be redeemed online.

$50 voucher is valid for full price and sale product only. Voucher is not redeemable with any other (sale) promotional offer that is running at the time of redemption.