Terms & Conditions

Willow & Beech wants our customers to be completely satisfied with their purchases and will happily offer an exchange in instances where you have changed your mind or are not completely satisfied with a product.

Eligible products can be returned within 7 days of the date you received your parcel for a credit note providing the product is in original condition. Great love & care has been taken to ensure your item arrives to you immaculately and it must be returned in the same condition, making sure the product is in original packaging & is undamaged. 

If your return is accepted as per our returns policy, we will issue you with an electronic credit note only. This can then be used for you to seamlessly re-shop your preferred product. 

Any items purchased from the 'Sale' section or ‘Ex Display’ section cannot be returned for an exchange, no exceptions. Any 'Sale' items which are returned will be refused upon delivery.

Please note Willow & Beech reserves the right to refuse a return if it does not meet the conditions outlined above. 

To avoid returns, if you are not sure of something please contact us. 

Damaged Goods 

To be covered for loss or damage you must check out with Shiptection. If you do not opt for Shiptection insurance we will not be held liable.

Shiptection is a third party Insurance and you will be responsible for making a claim direct with them.

For more information on Shiptection visit their FAQ here.

We take every precaution to ensure that your item is shipped to you in good condition. All products leaving our store is inspected and in tact prior to shipment. If you receive a package that looks in poor condition with possible damage, please report it to the delivery person immediately, before they leave your house. Once it is signed for it is an acknowledgement that you have received the items in good condition. It will from there on in be the responsibility of the customer to seek compensation from the courier.  ALWAYS check goods before signing with the courier.

In some cases we may approve a replacement or store credit, in which case the item will need to be sent back to us within 7 days at the customers expense, in its original packaging and in the condition it was received in (as per photo evidence sent by the customer) If the item arrives otherwise, a store credit or exchange will not be approved. Tracking details will need to be provided to us by the customer within the 7 days of receiving the item.

Damages that occur in transit for parcels sent by Australia Post will need to be claimed by the recipient. As the sender, Willow & Beech are unable to claim on your behalf. Please contact your local postal service to make a claim for damages that have occurred in transit.

Damages that occur in transport for goods being returned are the responsibility of the customer as we cannot be held liable for customer packaging.

Willow & Beech will not be held liable for any indirect, incidental or consequential loss or damages arising from or to the purchased items. Any  faults are claimable within 60 days by approval. After this time all faults will be deemed incidental or consequential and will not be claimable. Approved claims for faulty goods will be compensated by store credit only. 

Discounts

Discounts are strictly valid for the time period stated and are not redeemable in conjunction with other offers and/or other discounts codes or store credits. Please ensure you enter your discount code before checking out, If you forget/fail to enter your discount code upon checkout you won’t be refunded the difference afterwards. Sale discounts are not applicable for special orders (including paypal/email orders, laybys & custom listings) to redeem sale discounts you must order through the website and input the code in the discounts section prior to checking out during the sale period ONLY otherwise sale discounts can not be redeemed.

Sale Items 

There are no returns or refunds available for sale items. Purchases from our Sale section or Ex Display section are final. Proceeding with purchase means you agree to the terms and conditions 

Store Credit

Store Credit code amount is strictly redeemable on products only and can not be redeemed on shipping costs - shipping for products when using a store credit will be charged additionally. To redeem store credits you must order through the website and input the code in the discounts section prior to checking out - this is the only way to redeem your store credit, Please ensure you enter your store credit code in the discounts section prior to checking out, if you forget/fail to enter your store credit code upon checkout you won’t be refunded the difference and will need to be used on a future order.  

Gift Vouchers

Gift Voucher amount is strictly redeemable on products only and can not be redeemed on shipping costs - shipping for products when using a gift voucher will be charged additionally. All gift vouchers have a 3 year expiry date.

Pre-Orders

Please note that Orders are generally dispatched as a whole so if you purchase an available item with a preorder item, the available item will be sent when the preorder item arrives. If you wish for the available item to be sent right away, please contact us. Additional postage charges may apply.

PRE-ORDER MEANS YOU ARE ORDERING AN ITEM NOT CURRENTLY IN STOCK, WHILE WE ENDEAVOUR TO PROVIDE AN ACCURATE ETA THIS IS DEPENDANT ON SHIPPING TIME FRAMES AND CUSTOMS WHICH IS OUT OF OUR HANDS, YOU WILL RECEIVE TRACKING ONCE YOUR ORDER HAS BEEN SHIPPED. IF THERE IS AN ISSUE OR DELAY WITH YOUR ORDER WE WILL DO OUR BEST TO KEEP YOU INFORMED.

Cancelled Orders

Proceeding to checkout with an order means you agree to our Terms & Conditions including additional shipping charges where applicable. Should you choose to cancel an order after the checkout process you will incur a 10% restocking fee as payment provider costs are not refunded to us. The balance will be issued to you as a credit note. If your order has already been dispatched you will be responsible for the return shipping costs and will only be issued a credit note minus the restocking fee, once the items have been returned to stock. Our restocking fee is to cover charges relating to, but not limited to, third payment merchant fees where their fees and charges are non refundable, packaging and storing of goods, returning goods to stock, updating website and stock inventory, administration and other related fees.

 Willow & Beech Pty Ltd

ABN 82 623 544 614