Returns

ONLINE RETURN POLICY

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

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 for refunds and online credit notes 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.

FULL PRICED ITEMS

Full priced items, including full priced items purchased with a discount code or during a temporary promotion such as a Flash Sale, can be returned for a full refund, online credit note or free size exchange within Australia.

Submit your return request via our Returns Portal.

SALE ITEMS

Sale items with a strike-through price can be returned for an online credit note or free size exchange within Australia.

To initiate a return, contact us at hello@willowltd.com.

ARCHIVE/FINAL SALE ITEMS

Sale items with a strike-through price and marked as “Archive Sale” or “Final Sale” cannot be returned.

EXCHANGES

We offer free size exchanges on full priced and sale items for Australian orders. A free return shipping label will be provided. To request a size exchange, contact us at hello@willowltd.com.

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 CREDIT NOTES

Online credit notes are issued in the form of online gift cards via e-mail and are valid for 3 years. Online credit notes are 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.

Need assistance?

Please contact us at hello@willowltd.com.