Do you accept returns?

Please see our returns policy below and feel free to email us on hello@willowandwolflabel.com if you have any questions or queries.

The following outlines our returns, exchanges and refund policy.

By processing your payment with Willow and Wolf Label, you are accepting the following terms and conditions regarding any returns of your purchases.

If you change your mind or aren't 100% happy with your item/s, we are more than happy to offer you a store credit.

ELIGIBILITY CRITERIA

  • Items must be sent back within 14 business days of receipt of goods.
  • Must be a full priced item.
  • All sale items are final and cannot be returned.
  • Must be unused and unwashed (if clothing or textiles) with all original tags, labels and packaging
  • Be in a saleable condition

If you/your items do not meet these requirements, Willow and Wolf Label reserves the right to refuse a return and the item/s will be shipped back to you.

STORE CREDIT

Returned items will be issued a store credit, unless you have requested an exchange or have been approved for a refund due to an item fault.

Store credits can only be used by the credit holder and are valid for 12 months, issued in the form of an unique discount code.

A store credit does not cover shipping costs and cannot be used to purchase gift cards.

EXCHANGE

We no longer process returns for exchange.  Instead, we will issue you a store credit which you can use to purchase your preferred exchange product. This gives you more freedom to choose without having to email us :)

Please email hello@willowandwolflabel.com to organise return of your product. Once your return has arrived, we'll issue your store credit to use towards your exchange item.

Due to the popularity of our range, we cannot hold items for exchanges.

If you choose to purchase your exchange item before your return has arrived and your store credit has been issued, we cannot offer a refund on your returned items, sorry!

REFUNDS/FAULTY ITEMS

Please contact customer service via email hello@willowandwolflabel.com within 24 hours of receiving your product if you believe it to have a manufacturing fault. We will treat this with the highest of priority.

Willow and Wolf Label will cover the return shipping costs of faulty and/or incorrect goods.

Once deemed faulty, a refund will be issued on the form of payment made on the original purchase. It can take up to 5 business days to show up in your account. 

PLEASE NOTE

Strictly no returns on sale items.

Shipping costs are non-refundable. If you receive a store credit, the original cost of shipping will be deducted from the credited amount.

The cost of return shipping costs is at the customer’s expense, unless deemed faulty. Willow and Wolf Label will pay for the return shipping costs on all faulty items.

We encourage you to return your parcel via registered or traceable postal services as all returned parcels remain the responsibility of the purchaser until received by Willow and Wolf Label.

 

When will I receive my pre-order?

Due to high demand for particular items, from time to time we release those items prior to them arriving into stock. You can determine if an item is on pre-order by the product title - it will have “(PRE-ORDER)” or similar in the product title if it is on pre-order.

This means that the item is due to arrive to us at that time, after which it will be shipped out to all customers with pre-orders.

Sometimes our pre-order items may arrive a little later than anticipated (such as shipping and customs delays). 

Unfortunately this is something that is completely out of our control and we are unable to cancel or refund orders where a pre-order item is received after the anticipated arrival date. 

Please rest assured however that we will do everything we can to have your order to you as quickly as possible. 

We are unable to ship your in stock items separately after your order is placed. If you would like in stock items shipped separately, please order pre-order items in a separate transaction.

 

How can I pay?

We accept PayPal, AfterPay, ZipPay, ApplePay, Google Pay, Visa, Amex and MasterCard (including debit cards). The charges for any transactions made on this site are only debited from your card once the Checkout process is complete.

 

How long will it take to process my order?

We aim to ship all orders within two business days of us receiving it. Sometimes, especially during sale periods, our shipping timeframes may be slightly longer however rest assured that we will do everything we can to get your order to you as quickly as possible. 

Please see our contact details below if you would like an update on the status of your order.

 

Can I cancel an order before it is shipped?

Due to the volume of orders and correspondence we receive we are unfortunately unable to cancel an order once it has been placed. You are however most welcome to email us at hello@willowandwolflabel.com to return an item once it has been received.

 

What currency are your prices?

All prices shown throughout the Willow and Wolf Label site are in Australian dollars ($AUD).

 

Are my payment details secure?

To ensure your credit card purchases are secure and protected, all transactions on this site are processed using Stripe. This is an online payment gateway that encrypts your card details in a secure, hosted environment. 

 

Where do you ship? 

We ship within Australia and New Zealand. We can ship internationally on request. Please email hello@willowandwolflabel.comto enquire about international shipping.

 

How much is shipping? 

TBC

 

How do you ship items? 

We ship via Sendle. Where possible we will use tracking for international parcels. Where this service is not available please note that we will not be liable for non-receipt of your order.  

If you would like your parcel left in a safe place if you are not home, please let us know in the comments section during checkout. 

Please note that if you request that your parcel be left without signature we will not be liable for non-receipt of your order.

 

How can I contact you?

Our contact details are:

hello@willowandwolflabel.com

We kindly request that you do not contact us via our social media channels - due to the large volume of queries we receive it very likely that we will not see your message in a timely fashion and we'd hate for your response to take longer than it should!