Refund policy

Returns 

Whilst we hope you love all your purchases, we understand that sometimes you may change your mind, and you may need to return an item.

Our Returns Policy lasts for 30 days from date of purchase. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused, unworn and in the same condition that you received it. It must also have the original label still attached and/or still in the original packaging.

Several types of goods are exempt from being returned or refunded:

• Earrings
• Sleepwear
• Under Garments

Additional non-returnable items:

• Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 30 days after delivery

 

How to return

• Please email info@willowcollective.com.au to advise of your impending return. We will email you within one business day to confirm receipt of your email.
• Drop your parcel off at a convenient street Post Box 24/7 or at your local Post Office. Postage is payable by customer.
• Once received, we assess your return and if in compliance with our return policy, complete your refund, exchange or store credit.

 

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@willowcollective.com.au.

Discounted items 

Only full priced items may be returned. Items which are on sale or have been purchased at a discount using store credit, promotional codes or any other discount are not eligible for return or refund. 

 

Exchanges 

Exchanges are only provided if items are defective or damaged in accordance with the consumer law refund policy.  If you need to exchange an item for the same item, send us an email at info@willowcollective.com.au.

Gifts 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received (within the 30 day period), a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to personally give to you, we will send a refund to the gift giver and advise them of your return.

Shipping Returns

Return postage is at the customer’s expense.

 Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Exchanges will be shipped in a timely manner; however Willow Collective cannot take responsibility for Australia Post delays or lost parcels.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.