Returns
We take great pride in our reputation for quality and fit, and want you to cherish your special Willow purchase as much as we do. If you are not completely satisfied with your purchase, please see below. Ensure your item meets our return requirements before it is posted.
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 and Final Sale Items:
Unable to be returned, unless deemed faulty by our team.
Faulty Items:
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.
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.
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. 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.
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 only. 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.