With the exception of personalised items, we will attempt to send your goods within 72 hours of cleared payment, excluding weekends and NSW public holidays.

For personalised items please allow an extra 3 days for production, in addition to the quoted shipping times

Delays may be experienced during the peak seasonal periods of Valentine's Day, Easter, Mothers Day, Fathers Day & Christmas. If you need urgent delivery during or within 1 week of these periods please contact us prior to ordering

If an item is out of stock and we expect delays we will notify you within 24hours (excluding weekends).

Please enter your delivery details at checkout carefully. If an incorrect address is provided to us or the address is incomplete (ie no unit number or business name) and Australia Post is unable to deliver the parcel, you will be required to pay additional postage charges for the order to be redelivered.

Colour 

Please consider that images shown on your device/ computer may appear slightly different to the true item colour. We try our best to show the items true colour in light but are unable to offer returns due to colour discrepancies.

Items cut from plywood & pine may have slightly different wood grain variances due to the natural nature of the product. This is not considered a fault of the product.

Misspelling Of Names

Please ensure upon purchase that all names are spelt correctly as once items are made, we cannot make any changes. If you have only just placed your order please contact us ASAP on willowdesigngifts@gmail.com and we will try our best to address this.

Standard Post - Letter Mail

Orders sent by Standard Post are sent via Aus Post letter mail and will take anywhere from 10-21 days to receive, depending on where you are in Aus.

These items do not come with tracking but you will have an option to purchase registered post at checkout

If you require your order within a 2 week period we recommend express post.

Parcel Post within Australia

We use Australia Post.

Postage time will depend on where you live in Australia. Use the following as a guide only (delays may be experienced during Peak Periods eg. Christmas, Easter, Mothers Day, Fathers Day etc)

Please Note: As we are Regional we do not fall under the Express Post network and are not able to guarantee overnight or Next Day Delivery

Sydney / Illawarra / Wollongong– Regular 2-3 Business Days / Express Generally Overnight

Other NSW – Regular 3-5 Business Days / Express 2-3 Business Days

Victoria – Regular 3-5 Business Days / Express Approx 2-3 Business Days

Queensland – Regular 4-7 Business Days / Express Approx 2-3 Business Days

South Australia – Regular 5-7 Business Days / Express Approx 3-4 Business Days

Western Australia – Regular 10-14 Business Days / Express Approx 3-4 Business Days

Northern Territory – Regular 14-21 Business Days / Express Approx 5-7 Business Days

Tasmania – Regular 7-10 Business Days / Express Approx 3-4 Business Days

Shipping Tracking

Your order will be sent via Australia Post (for PO Boxes and express deliveries)

You can track Australia Post Orders online at Australia Post

Return of an undeliverable item

If an order is returned to us by the courier or Australia Post because of an incorrect address or failure to collect a redelivery and or restock charge of $15 will apply (to cover return postage costs and redelivery costs).

We email tracking once your order has been shipped and it is the buyer's responsibility to ensure they follow the delivery status

We recommend signing up for a free MyPost Account https://auspost.com.au/mypost/auth/#/register

which will provide SMS notifications of all your orders and allow you to redirect your order or organise a safedrop.

Returns and Replacements

When you receive your order, please inspect it carefully to verify that all items meet your expectations and are correct.

If, for some reason, you are not satisfied with your purchase, please contact us within 7 days of receipt to arrange for a Return and/or Replacement (see instructions below)

Cancellations

Once your order has been submitted a request for cancellation will only be granted if your order has not entered the production phase. 

All cancellations are at the discretion of Willow Designs.

Please note there will be a 6% non-refundable cancellation fee to cover payment processing and restocking costs for ALL cancellations .

Change of Mind / Return of Unwanted Items.

We do not accept change of mind returns for Personalised Items

Our "Change of Mind" return policy does not apply to goods which have been personalised, worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken.

All "Change of Mind" Returns must be authorised in writing before the return will be accepted

Willow Designs will not be responsible for return postage costs on change of mind purchases and a $15 restock/handling fee will be charged to cover initial postage and handling costs.

Returns that are a change of mind should be returned to:

Willow Designs

13 Croome Road

ALBION PARK RAIL, NSW 2527

Please include a copy of your invoice in the return parcel so we can identify your order

We recommend that you return all "change of mind" purchases via Registered post. You assume any risk of lost, theft or damaged goods during transit.

Willow Designs will not be responsible for parcels lost or damaged in transit if you choose not to register and insure them.

Return of Faulty / Incorrect / Damaged Items

If you have received an incorrect, faulty, or damaged item please notify us in writing within 7 days of receiving your order by contacting willowdesigngifts@gmail.com

In your correspondence please provide the following information

• 1. Order Number in the email subject line

• 2. Title name of the damaged or faulty item

• 3. A detailed explanation of the problem

• 4. Photos of the damaged or incorrect item and the postal packaging (if claiming for breakages)

• 5. Date required

We will notify you by email within 24 business hours once your replacement has been approved and if the item will need to be returned. 

If the item is required to be returned you will be emailed a prepaid return label so there is no cost to you.

Once we have tracking verification that the prepaid label has been lodged at the post office we will dispatch the replacement

All products must be returned in their original packaging with bubble wrap and a box to minimise transit damage.

Replacements are not given for damaged packaging, we will only replace goods that are faulty or broken.

Refunds will only be given if we are unable to redeliver the replacement in time for the event

Lost or Stolen Goods
If you have not received your order within 3 days of the estimated delivery time, please contact us so we can follow up with the courier

and lodge a claim for non-delivery.

If your parcel is declared lost by the Courier we shall replace the order Free of Charge.
Unfortunately we are unable to cover for stolen parcels once they have been delivered to your premises. 

This is a police matter and we recommend you file a police report so they can follow up on this for you

Whilst all care is taken during packaging Australia Post DOES NOT cover for glass breakage during transit.