FAQ

Returns and Warranty Information

  • How do I make a return? Please click here to Contact Us regarding your product return. View our returns page or read our Returns Policy.
  • What is the warranty on Willow products? Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Willow also offers an extended warranty on certain products. Please check the product page for the item of interest to determine whether a Willow warranty applies. View our Returns Policy to learn more on Willow warranties
  • The product that I submitted for a warranty evaluation has been sent back to me. Why? If your product does not meet the criteria within our warranty policy, we will return it to you with a notification of why it was not accepted.

Purchasing, shipping, and ordering questions

  • How do I purchase Willow products online? You will need to set up an account with Willow to place an order online. Click here to get started straight away.
  • When will my order ship? Orders will be processed within 24 hours of payment verification (excluding Saturdays, Sundays and major holidays).
  • How long will it take for my return to be processed? Please allow up to ten business days from the date that the package is received at our premises to fully process your return. While this is the maximum amount of time allotted, the majority of our returns are processed earlier.
  • What methods of payment do you accept? Willow accepts the following forms of payment: 
    • PayPal
    All credit cards are verified to ensure there are sufficient funds to fulfil the transaction. In the event of insufficient funds an email will be sent to the associated account notifying of the order cancellation.
  • What currency are your prices listed in? All prices shown on the Willow website are in Australian Dollars ($AUD).
  • Does pricing include the GST?  Yes, a charge of 10% GST is included in all retail prices displayed on the Willow website.
  • Can I track the progress of my order?  Provided that a valid email address was entered when placing the order we will email you after the order is placed. The initial email serves as a confirmation of the order details. Once the order has been processed and shipped by our warehouse you will receive a second email containing the shipping tracking number.

    Please note: the tracking information provided to you may not be available on the website immediately. If you cannot find a status for your tracking number online, please check back for updated tracking information ten hours after receiving the initial email. If the tracking number still fails to track the package after this duration of time please contact our customer service department at 1800 333 165 so that they can investigate the situation further.

    If you have placed an order recently, click here to log into your account and view your order history.
  • Can I make changes to an open order? While we pride ourselves in processing orders quickly and efficiently, unfortunately once your order has been confirmed we can no longer cancel or modify the order. Once you receive your order you will need to contact us to make a return.

    View our returns page or read our Returns Policy.