Returns

We understand that your purchase may not be suitable and you may need to return your order to us. Please carefully read our terms and conditions carefully.

Conditions of Return

Ensure the below conditions are met before your return request.

The item/s are in their original condition: Unworn, not altered and/or washed.

All tags are still attached in original condition. We have attached a certain tag stating if you remove this tag we will not accept a return. 

Contact us in writing at willowandivyrockhampton@gmail.com within 3 days of receiving your purchase. Please ensure you contact us before your return. 

Your order must be returned to us within 14 days from your delivery date to avoid disappointment.

The timeframe of your return is important due to the popularity and seasonal demand of our labels.

Willow & Ivy will not accept any returns out of our terms and conditions.

Willow & Ivy will not take any responsibility for delays with postal services so please ensure you choose a mail service that will fit within our return time frame.

Please consider these terms to avoid disappointment. 

Full Priced Items

Items that have been purchased at full price are eligible for a credit note if all the above criteria have been met. Please note Willow & Ivy are unable to refund or credit the cost of shipping.

Credit notes are valid for 12 months from the date of the issue of the credit note.

Sale Priced Items

Items that have been marked down or purchased during a promotional sale are not eligible for return. Please consider this before you make your purchase.

Shoes

Please try on shoes on soft surfaces before wearing them. Willow & Ivy will not accept shoes with sole markings or scratches. Please ensure shoes are returned with their original packaging.

Earrings

Due to hygiene reasons we do not accept the return of earrings.

Bags

A bag will only be accepted for credit upon the assessment and is returned in original packaging.

How To Submit A Return

  1. Ensure the conditions of return listed above have been met.
  2. Email willowandivyrockhampton@gmail.com
  3. State your name, phone number, item returning and the reason for return
  4. Await a response of where to send your return.
  5. Ensure return is met within the 14 day period.

When returning your purchase please write name on the package as per your customer receipt along with a copy of your receipt and the item you are returning with all tags attached and packaging.

Tags Must be Attached

To ensure delays it is recommended that you return item/s via an express postal service as the timeframe is to be considered.

Please note that item/s received outside of the specified returns period will not be accepted.

Once the item/s have been received they will be assessed a quality review and once cleared you will receive an email with your credit note details or if you wish for an exchange for a new item. We endeavour to process your credit note or exchange within 5 working days.

If you are wishing for an exchange item you will incur the cost of the postage for that item to send to you. Your own return postage costs are not refundable.

Willow & Ivy are not responsible for the loss of garments being returned. We recommend you have a tracking number to track your return item.