T & C/ SHIPPING
📜 Terms & Conditions
1. Product Descriptions & Quality
All Willow & Co. pieces are lovingly handcrafted in small batches, which means no two pairs are exactly alike. Slight marks, bubbles, or variations are a normal part of the handmade process and are not considered faults—they’re what make each pair special!
We photograph all products in natural light and try our best to represent true colors. However, screen settings and lighting may cause slight variations.
By purchasing from Willow & Co., you acknowledge and accept these unique qualities.
2. Refunds & Returns
We do not offer refunds for change of mind due to hygiene reasons and in accordance with Australian Consumer Law.
We are, however, happy to help if:
- Your earrings arrive damaged in transit.
- You've received the wrong item.
📩 In these cases, please email us at jenwillowandco@gmail.com within 24 hours of receiving your order, with a clear photo of the issue. We’ll do our best to make it right with a replacement, store credit, or refund (at our discretion).
3. Order Changes & Cancellations
- If you made a mistake or want to change your order, contact us within 12 hours of purchase and we’ll try to accommodate your request.
- Once your order has been packed or shipped, changes and cancellations aren’t possible.
4. Allergy Information
All our earrings are made with hypoallergenic stainless steel posts and backs, suitable for most sensitive ears. However, individual sensitivities vary—we can’t guarantee that no reaction will occur.
5. Liability
Once your package has been shipped, Willow & Co. is not liable for lost, stolen, or delayed parcels. We recommend choosing Express Post if your order is time-sensitive.
🚚 Shipping Information
Processing Time
All orders are handmade and dispatched within 3–5 business days.
During peak times (sales, Easter, Christmas), please allow a little extra time—thank you for your patience!
Shipping Rates
🇦🇺 Australia
| Method | Cost | ETA (After Dispatch) |
|---|---|---|
| Standard Shipping | $8.95 | 3–7 business days |
| Express Shipping | $15 | 1–3 business days |
| Free Standard Shipping | Orders $100+ | 3–7 business days |
| Express Upgrade | $5 (on $100+ orders) | 1–3 business days |
🧵 Wholesale Orders (Australia)
- Flat rate: $16.95
- Processing time: Up to 2–3 weeks
🇳🇿 New Zealand
- Standard Shipping: $17
- Free Shipping on orders over $150
🇺🇸 United States
- Standard Shipping: $20
Tracking
All parcels are shipped via Australia Post with full tracking. You’ll receive an email with tracking info once your order is on the way.
Delivery Issues
- If your order is marked as “delivered” but you haven’t received it, please check with your local post office first.
- If returned to us due to incorrect address, re-shipping fees will apply.
💌 Need Help?
We’re here to make your experience a great one. If you have any questions, feel free to email us at jenwillowandco@gmail.com