Whitehaven Candle Sticks

Before ordering, please ensure you have read the description carefully as well as our terms & conditions in relation to pre-orders, damages and returns, please also note due to the difference between monitors or screens, pictures may not represent the exact colour tones.

Payment

We accept Paypal (including credit card) payments and Afterpay, ZipPay and Laybuy.

Please note if you use one of these payment methods and request a refund for any reason, you will be refunded minus a 10% fee. These third party payment providers do not refund their fees with a cancelled order and we will not be held liable for these fees.

 

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.

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 

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.

Damaged Goods 

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

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

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. 

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.

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. 

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.

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.

 Willow & Beech Pty Ltd

ABN 82 623 544 614

Shipping 

Our items are sent via Australia Post using Safe Drop, or Courier agent Sendle, If an item is needed urgently we can Express post through Australia Post on request by prior arrangement. Please note Australia Post is not a fragile service and customer will be responsible for making their own claims if they do not use Route Insurance cover at checkout.

We endeavour to dispatch all orders within 2-3 business days unless the item is available for Pre-order which will be stated on the listing. (Please see notes re Preorders). Please note during sale periods due to an influx of orders you may need to allow an additional 1-2 business days for dispatch of orders.

International shipping: International shipping cost is dependant on your location, shipping timeframe can take anywhere from 5 working days to 3 weeks dependant on location however please refer to our Covid-19 section for updates. Customs and duties charges may be applicable dependant on your location and this is the responsibility of the buyer, by proceeding with purchase you agree to these terms. 

Delivery: Delivery can take anywhere from 2-7 business days depending on your location. You will be notified when your order is being dispatched and a tracking number will be given. 

Please note, country and remote areas may take longer, orders to WA can take approx 2-3 weeks. If you are in a rural or remote location or living in SA, WA & NT, an extra surcharge may apply to your shipping costs. This does not get calculated at checkout, you will be contacted via email with the option to pay the difference or receive a refund for the product(s) you ordered. Shipping ETA’s are provided by the courier company and unfortunately this is out of Willow & Beech’s hands.

We do our best to dispatch in a timely manner, once dispatched we are at the mercy of the courier companies. If you require Express Postage please contact us to arrange this in advance of your order for an additional fee.

Furniture items are sent via furniture removalists who offer a blanket wrap service. As we will need to work on their schedule this can mean delivery may take a few weeks. If you would like a rough time frame before committing to purchase please feel free to contact us. If furniture is required quickly we can obtain a freight quote but any additional charges will be payable by the customer.

Christmas Shipping info here