CUSTOMER CARE

Have any questions or concerns ? We’re always ready to help! Send us a message using the contact form below & we will aim to get back to you within 24hours. 

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RETURNS

Non-personalised items:

Here at By the Willow, we want you to be completely in love with your purchase! If for any reason you have changed your mind and want to return your order, customers can return orders for either full store credit or a refund (to your original payment method). Please note that a store credit is the first option. 

 

Please ensure you have read and understood our policy terms and conditions below, prior to returning.

Personalised Items

As these items are made-to-order and specifically made for you, we can provide store credit in the form of a gift card for our store, or a replacement of the product. 

AUSTRALIA

  • Refunds are offered on all non-personalised orders received back to us within 14 days of your delivery date and will need to be requested via email.

  • All refunds are processed back to the original payment method used to place the order (e.g. store credit gift card, PayPal/Credit card/Debit card/Afterpay), the funds will be reversed to those methods accordingly. It can take up to 10 business days for the refund to be reflected at your end. 

  • Store credit (gift card)  is the default return resolution and offered on all orders received back to us within 30 days from the delivery date.

  • Gift cards have an initial validity period of three (3) years, however can be easily extended if you do not use it within that timeframe. 

  • Gift cards are not redeemable for cash and cannot be applied on previous or existing orders. 

  • All returned items must be received back to us in original condition - unworn, unwashed, with all tags still attached. 

  • If you’re returning for store credit, we’ll cover your shipping costs and send you a free shipping label. 

  • If you make a return, the shipping cost will not be reimbursed by By the Willow.

  • We strongly recommend obtaining/recording tracking on your return parcel, as we cannot process a return without physical goods or proof of delivery.

  • Please note, orders paid entirely with store credit will not be presented with the two options mentioned above and will only be offered store credit.

  • Returns must be sent back with our returns form which will be provided to you once you have made the request.

ADDRESS YOUR RETURN TO:

BY THE WILLOW

RETURNS 

PO BOX 122

HERVEY BAY  QLD  4655

AUSTRALIA

INTERNATIONAL

  • Refunds are offered on all non-personalised orders received back to us within 20 days of your delivery date and will need to be requested via email or a store credit (gift card) will be issued. 

  • All refunds are processed back to the original payment method used to place the order (e.g. store credit gift card, PayPal/Credit card/Debit card/Afterpay), the funds will be reversed to those methods accordingly. It can take up to 10 business days for the refund to be reflected at your end. 

  • Store credit (gift card)  is the default return resolution and offered on all orders received back to us within 30 days from the delivery date.

  • Gift cards have an initial validity period of three (3) years, however can be easily extended if you do not use it within that timeframe. 

  • Gift cards are not redeemable for cash and cannot be applied on previous or existing orders. 

  • All returned items must be received back to us in original condition - unworn, unwashed, with all tags still attached. 

  • As we ship from Australia, international orders do not qualify for free returns and the cost is at the customer’s expense.

 

  • Please note, orders paid entirely with store credit will not be presented with the two options mentioned above and will only be offered store credit.

  • We strongly recommend obtaining/recording tracking on your return parcel, as we cannot process a return without physical goods or proof of delivery.

  • Returns must be sent back with our returns form. 

ADDRESS YOUR RETURN TO:

BY THE WILLOW

RETURNS 

PO BOX 122

HERVEY BAY  QLD  4655

AUSTRALIA

TO BE ELIGIBLE FOR A RETURN

  • All returned items must be received back to By the Willow in original condition - unworn, unwashed, unstained, unperfumed, with all tags still attached and shoes are to be in original box with no shipping labels placed directly on the box or packaging of the item. 

  • Sale items are eligible for return, however, Final Sale items cannot be exchanged or returned unless they are faulty. 

  • Due to hygiene reasons, any beauty tools/products, piercing jewellery (e.g. earrings), socks/hosiery, and intimates/lingerie cannot be returned due to change of mind, sizing or fit and the following will be listed in the product description of the item: Please choose these products carefully, as we reserve the right to reject your return unless faulty or significantly misrepresented.

  • All swimwear must have its hygiene seal intact and not have been previously removed. 

  • By the Willow aims to process all returns within 2 - 3 business days of receiving the return from you, however we do ask that you allow up to 5 business days in the case of higher volumes.

  • It can take up to 10 business days for the refund to be reflected at your end. 

  • All returns received outside of the policy timeframe will not be eligible for a refund.

FAULTY OR INCORRECT ITEMS

  • If you receive an item that is defective or not what you ordered, please contact us as soon as possible: inthatwillow@gmail.com

  • We ask that you provide as much detail as possible, including photos so that we are able to quickly and thoroughly investigate your claim.

  • If you have a minor problem with a product, By the Willow will offer reimbursement for repair as the first and preferred resolution. 

  • When you have a major problem with a product, you have the right to ask for your choice of a replacement, store credit, or a refund. 

  • If By the Willow has significantly misrepresented the product or provided an incorrect description, you have the right to ask for your choice of a replacement product, a store credit, or a refund.

ACCC Consumer Rights Guarantees

REJECTED RETURNS

  • It is your responsibility to ensure that your return meets our above requirements.

  • If a return is received by By the Willow and not approved, we will contact you immediately and provide you with more details as to the rejection.

  • You will then be given the option to pay for the goods to be returned to you, or for the goods to be destroyed if they are not fit for re-sale.  

  • You must provide a response to us within 10 days. 

PAID WITH AFTERPAY?

Once your return has been processed, you will receive full store credit for your return, so you can shop again straight away while continuing to pay off your Afterpay installments. 

 

Otherwise, if you have opted for a refund, any future installments with Afterpay will be cancelled, and you will be refunded any payments already made, to the value of your return.  

FAQ

How long will it take for me to receive my order?

 

Australia/New Zealand:

By the Willow offers FREE EXPRESS shipping Australia-wide & NZ on all orders $80 & over. Packages are sent via Australia Post.

You will receive a confirmation email from By the Willow to confirm that your order has been placed. Once your order has been dispatched, you will receive an email from Australia Post with tracking information. If you don’t receive an email, please check your junk mailbox. If you still can’t find it, it’s possible we have an incorrect email address for you. Please contact us with your Order Number to check the status of your order.

Orders received before 12pm on a business day are shipped the same day. Orders placed after 12pm will be sent out the next business day.

 

Orders placed on a weekend or a public holiday will also be sent on the next business day.

Please note that By the Willow is not responsible for any delays caused by Australia Post, especially during high-volume seasons. Please note that all delivery times are estimated. In the Willow is not guaranteeing delivery dates.

 

If you are not home to accept your package, Australia Post will leave a card in your letter box detailing the steps for picking up your delivery at the local post office.

If you have not received your package within 4 business days of placing the order, contact us with your full name as well as your Order Number and we’ll look into the matter immediately.

By the Willow is not liable for missing parcels due to any errors on the customer or Australia Post’s part.

 

When I try to track my order there are no available details?

You will receive a tracking email as soon as we despatch your parcel. If you haven’t received a tracking email, be sure to check your junk mailbox. If you don’t see any tracking details 48 hours after delivery, please contact us at inthatwillow@gmail.com for assistance.

Will my item be exactly like it looks in the picture?

Different computers have different screen resolutions so it’s possible the colours, particularly neon tones, will be slightly different in real life from what you see on your screen. That said, we try very hard to represent the garments perfectly when taking photos. We emphasise any special features and try to actively show how the fabric sits and moves.

Do you offer refunds?

Our store policy is typically that we only do refunds in the case of faulty items. We offer store credit for regular returns. If you think your order is eligible for a refund, please contact us straight away. You can find our complete Return policy above.

Can I be a model for By the Willow?

We’re always looking out for fresh faces. If you’re interested, send your details plus 1 head shot and 1 full body shot to inthatwillow@gmail.com 

Can I place an item on lay-by/hold?

Sorry, we do not do lay-by’s or holds. Orders need to paid for in full at time of checkout and items cannot be held for customers. We are looking into Afterpay as a pay-as-you-go option. 

I didn’t receive an order or shipping confirmation. What should I do?

We’re sorry to hear that. It’s possible the email has gone to your junk folder or maybe we have an incorrect email address for you. If this happens, please contact us straight away so we can verify whether the order has been placed and resend your confirmation.

What are your sizes like?

We strive to make our garments run true to size. However, there can be occasions where the product is produced in a bigger or smaller make, in which case we would state this in the product description section. Also, we appreciate customer feedback! If you find there is a style that didn’t run true to your size, we’d love to hear from you. If you had any questions relating to a particular item, please feel free to email us at inthatwillow@gmail.com and one of our friendly staff members would be happy to help you choose the most suitable size.

FREE EXPRESS SHIPPING ON ORDERS OVER $80 WITHIN AUSTRALIA - AFTERPAY AVAILABLE