Refund Policy
Return Policy – Willow boutique sydney
Important: Please read our return policy carefully. By placing an order, you automatically agree to our Terms and Conditions. No exceptions will be made.
Cancellations
Would you like to cancel your order? This is possible free of charge as long as your order has not yet been processed or shipped (orders are processed on average within 12 hours).
To do so, please contact us as soon as possible at support@willowboutiquesydney.com stating your order number and your cancellation request.
Please note: Once an order has been processed or shipped, cancellation is no longer possible due to our automated system.
Returns
Important: Returns without prior request and approval will not be accepted. In that case, the right to a refund will be forfeited.
Return Period
You can return a product within 30 days of receipt. After this period, we are unfortunately unable to accept any returns or exchanges.
Conditions
The product must be unused and undamaged, and must be returned in its original packaging. For hygiene-sensitive products (such as underwear, lingerie, tights or certain personal care products), these must be thoroughly cleaned and in some cases are excluded from returns.
How do I return an item?
Would you like to return an item? Please contact us first at support@willowboutiquesydney.com
Please include the following:
- Your order number
- The reason for the return
- A photo of the damaged item (if applicable)
- Your contact details
Returns without prior approval will not be accepted. After your return request has been approved, you will receive further instructions and can send the package to the our warehouse address.
Return Costs
The shipping costs for returns are at the customer's expense, unless the item was damaged or incorrectly delivered due to our error (for example, wrong color or wrong item). The exact costs depend on the carrier chosen. We always recommend using a shipment with tracking, as logistics centers process large numbers of packages daily.
Shipping Risk & Tracking
Returns are entirely at your own risk. We are not liable for lost or delayed packages, for example due to customs delays. Always include a tracking number. Without tracking, we cannot confirm receipt of your return and the right to a refund will be forfeited.
Refunds
Once we have received and inspected your return, you will receive an email confirming approval or rejection. If approved, the amount will be refunded via the original payment method within a maximum of 30 days.
Haven't received your refund after 30 days? First check your bank account. If the amount has still not been received, please contact us at support@willowboutiquesydney.com
Costs & Responsibility
Return costs — When a return is the result of a customer error (for example, ordering the wrong size or color), the return costs are at the customer's expense. Costs depend on the shipping service used. We strongly recommend using tracked shipping.
Received a damaged or incorrect item? — If the error is on our end (for example, delivered damaged or wrong item), we will cover the return costs in full and send a replacement item free of charge.
No hidden fees — We do not charge any additional fees for refunds — no customs charges and no administration fees.