Shipping / Returns | T&C

NOTICE 

WE ARE CURRENTLY ON MATERNITY LEAVE !!

 DURING THIS PERIOD THE STORE WILL BE CLOSED. 

 --ALL PREVIOUS ORDERS WILL BE SENT OUT WITHIN 2-3 WEEKS OF PURCHASE.
WE HOPE TO RE-OPEN FOR A SHORT TIME ON 1ST DECEMBER 2018--

For urgent orders please e-mails us prior to placing your order.

 

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SHIPPING

All orders are shipped on Tuesday's and Friday's Only. We use Australia Post for most deliveries. Once your order has been posted you will receive an email with your tracking details.

All orders are carefully packed to ensure safe delivery and to avoid the risk of damaged goods.

Wool & Willow does not accept any responsibility for lost, damaged or stolen products once it has left our care, Please refer to Australia post website if this may occur.

 

LOCAL PICK UP 

Yes we now offer local pickup!

Wool and Willow is based in Melbourne, Victoria, and pick up is available from Diggers Rest or Caroline Springs. Please email woolandwillowau@gmail.com to arrange collection time or from our contact area.


If Local pick up is selected at checkout we will email you once your order has been completed to organise pick up date and location. By selecting Local Pick up, this does not mean your order is made faster. Turnaround times for each product will still apply, unless spoken prior for a rushed order. 

 

EST.DELIVERY TIMES

All orders are hand made and made to order from our lovely prints which are printed to order to all our other products. Please allow up to 4 weeks for your products to be made and posted to you. Once posted products generally take between 3-7 working days to arrive depending on location. Alternatively please read Product description for individual product estimate production times and refer to AUSTRALIA POST website for delivery time frames for your location.
 

COMBINED ORDERS

Combined order are order containing more than one item, In some cases we will post your order in two separate parcels this is to ensure all products arrive safely to you without damage. This also means one of the two parcels might arrive sooner than the other, should this happen, please allow another 4 days for 2nd parcel to arrive then contact us if it still has not arrived. 

-Combined print order containing A5-A3 + Large poster size will be sent in two parcels.

-Orders containing candles will also be shipped separate

- Sequin decor / wall hanging orders + candles or large scale prints will also be sent in two parcels.

RETURNS & FAULTY ITEMS 

We do not offer refunds or returns for simple change of mind. Please take care while ordering and finalizing your order and read all descriptions and color charts.

We we do not offer or accept refunds and or exchanges on sale, discounted items or special giveaway codes.

All our products are handmade and made to order, due to nature of handmade items slight variations in size, color and shape may occur this is not a fault or flaw. (Please also refer to product information)
Refunds are only offered where they deemed as faulty/broken and inspected by us upon return or when images are provided.

Please contact us within 7 business days of receipt of your purchase. Postage fees for returns will not be refunded.



INTERNATIONAL ORDERS

We ship World Wide. If there is no delivery quote for your country please e-mail us at woolandwillowau@gmail.com or contact us via our contact page and we will calculate a shipping cost for you.
All international customers are responsible for any duties and import taxes incurred and any return shipping costs. International orders may take up to a month to arrive once posted. Estimate delivery times can be found on your local post or via Australia Post website. 

 


PRE-ORDERS

A pre order is an order placed for an item that is not in stock yet. We often open pre-orders for popular item that sell out quickly. This also guarantees an immediate dispatch when the product arrives in stock. We endeavor to give the firmest estimated delivery time with all our pre orders however sometimes due to supply delays outside our control this is not always possible.

Please note that orders that include other products will not be shipped until the pre-order item is available, as they will be sent as one delivery.

 

MISSING PARCEL

Wool & Willow does not accept any responsibility for lost parcels once it has left our care, Please refer to Australia post website if this may occur to lodge a claim and provide your tracking number if available. 

For customers with no tracking details please email us via our contact area with your purchase number and details and we will help resolve this matter. 



WEB STORE ERRORS

Although we try our best to double check all content on the site, there may be errors on our website such as wrong pricing, errors in product descriptions/measurements and offers for products that are not available or are no longer available. If this occurs, we may decline or cancel any orders that are affected by the error, even if the order has been confirmed and a credit card charged. If your credit card is charged for the purchase and we cancel the order, we will notify you and credit your credit card account for the amount charged.

PROMOTIONS & SALES

All Promotional codes and discounts are non-transferable and there is no cash alternative. They must be redeemed by the allocated time frame. If not used by the allocated time frame there will be no extension or reactivation. This includes sales, gift cards and giveaway products or store credits. All promotional codes can not be used in-conjunction with sales or other codes/discounts.