SHIPPING & RETURNS

Shipping

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AUSTRALIA 

ORDER VALUE SERVICES ESTIMATED DELIIVERY COST
$150 and over Express
2-4
business days

FREE

Under $150
Express

 2-4
business days

$10
Under $150
Standard
4-6
business days
$5

 

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Order will be dispatched within 2 business days of placing your order.

Orders placed during Sale / Promotional periods and Public Holidays may be subject to delay.

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You can track your order via our shipping confirmation email and from your "My Account". If you do not receive your tracking details, please contact our team directly.

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CARRIERS  

All WILLOW deliveries are sent via either Sendle or Australia Post, depending on your shipping location. You can track your order directly via your order confirmation email.

AUTHORITY TO LEAVE  

All orders are sent with 'Authority to leave' in a safe place - your signature will not be requested upon delivery.

P.O BOXES & PARCEL LOCKERS  

We are unable to ship to PO Boxes and Parcel Lockers. Please provide a residential or commercial address for delivery.

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Please bear in mind that all delivery times are based on estimates provided by our carriers, and cannot be guaranteed. On occasions, we may see parcels delayed for reasons out of our control.

Orders placed during Sale / Promotional periods and Public Holidays may be subject to delay.

WILLOW will not be liable for any delay in delivery in such instances.

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If you need to change your delivery address, please contact our team straight away. We, unfortunately, cannot make any changes to your order after it has left our premises.

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Every WILLOW order is lovingly gift wrapped in our custom WILLOW gift box, with a free wash bag to keep your pieces safe for years to come.

Returns

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WILLOW offers FREE 14 DAY RETURNS on all full price purchases. All items should be returned in original condition, unworn, with all tags attached. 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, see your return options in the tabs below.

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FULL PRICE ITEMS:

If you change your mind, you can request a store credit or refund of your purchase. We happily provide FREE returns on full priced items returned within 14 days of receiving your order. Returns after this date cannot be accepted.

All returns must be in the original condition as sent. The item must not be worn, altered, washed or marked, and must have its original tags attached.

Original shipping charges are non-refundable, unless item is deemed faulty or wrongly received.

SALE ITEMS:

Please consider purchases carefully as items purchased on Sale or during a promotional event are only eligible for a store credit. We do not offer refunds, unless the merchandise is proven to be faulty or wrongly received.

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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.

Refunds for faulty or wrongly described merchandise will be processed once inspected and accepted by WILLOW, using the original tender type. Debit and credit card returns must be processed against the exact card used to complete the original purchase.

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Please consider purchases carefully as items purchased on Sale or during a promotional event are only eligible for a store credit. We do not offer refunds, unless the merchandise is proven to be faulty or wrongly received. Return shipping will be at the expense of the customer, and WILLOW will not be responsible for items lost or stolen in postage.

Charges for returned items are the responsibility of the customer. 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.

Original shipping charges are non-refundable, unless item is deemed faulty or wrongly received.

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HOW TO RETURN AN ITEM

    1. 1). COMPLETE RETURN FORM: Simply fill out the Returns Form here.
    2. 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 do not return your item to us without email authorisation.

    3. 3). POST ITEM BACK TO US: Once authorisation is received for your return, you will be forwarded your pre-paid returns label (for full-price items), along with next steps in sending your item back to us.

    4. 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. 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. 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.

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.
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Store credits are valid for 6 months from date of issue, for use only at willowltd.com. Credit notes are non-refundable or transferable for cash.

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