2. Returns and Refund Policy

Last updated: Today

At Willow Melbourne, we want you to feel comfortable shopping with us.

This Returns and Refund Policy explains how returns, refunds and our 30 day money back guarantee work.

This policy applies to purchases made through willowmelbourne.com.

30 day money back guarantee

We offer a 30 day money back guarantee.

If you are not happy with your order, or if something is not quite right, please contact us within 30 days of receiving your order.

To start a return request, email us at:

info@willowmelbourne.com

Please include:

1. Your full name

2. Your order number

3. The email address used for the order

4. The reason for the return

5. Clear photos if the item is damaged, faulty or incorrect

6. Any details that help us understand how we can assist you

Our team will review your request and reply with the next steps.

Return approval

Please do not send any items back before contacting us.

All returns must first be approved by Willow Melbourne by email.

If your return is approved, we will provide the return instructions and the correct return address.

In many cases, returns must be sent directly to our supplier, which may be located in China.

Return shipping costs

For change of mind returns, size changes or items that are not wanted anymore, the customer is responsible for the return shipping costs.

If the approved return address is with our supplier in China, the customer is responsible for arranging and paying for the return shipping to that address.

We recommend using a tracked shipping service. Willow Melbourne cannot confirm or complete a return until the returned parcel has been received by the supplier or return location.

Tracking required for returns

For an approved return, the customer must provide valid return tracking details.

A refund can only be processed after the returned item has been received and confirmed by the supplier or return location.

If a returned parcel is lost in transit and cannot be confirmed as delivered, we may not be able to approve the refund.

Condition of returned items

To be eligible for a return, the item should be:

1. Unworn

2. Unwashed

3. Unused

4. In its original condition

5. With tags and packaging where possible

Items that show signs of wear, washing, use, damage, perfume, stains, makeup marks or alterations may not be accepted.

Items that may not be eligible for return

Some items may not be eligible for change of mind returns, including:

1. Gift cards

2. Final sale items, where clearly stated

3. Personal or hygiene related items

4. Items that have been worn, washed or used

5. Items returned without approval

This does not limit your rights under the Australian Consumer Law.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at:

info@willowmelbourne.com

Please include your order number, a description of the issue and clear photos of the item and packaging.

We will review the issue and work with you on a suitable solution.

Your rights under the Australian Consumer Law are not excluded or limited by this policy.

Australian Consumer Law

Nothing in this policy limits any rights you may have under the Australian Consumer Law.

If a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy under Australian law.

Refund processing

Once your return is received and approved, we will notify you by email.

If your refund is approved, it will be processed back to your original payment method.

Please allow time for your bank, card provider or payment provider to process the refund.

Exchanges

We may offer an exchange or another solution depending on the situation and product availability.

Please contact us at:

info@willowmelbourne.com

We will review your request and let you know what options are available.

Order cancellations

If you need to cancel your order, please contact us as soon as possible at:

info@willowmelbourne.com

If your order has not yet been processed or shipped, we will do our best to cancel it.

If your order has already been processed or shipped, cancellation may no longer be possible.

Contact us

For return, refund or order questions, contact us at:

info@willowmelbourne.com