Policies, Shipping & FAQ's

We are open 10am to 5pm Monday to Friday. ESTA except all public holidays for NSW & Australia.

Yes. All orders that have been completed come with a tracking number provided by Australia post and sent via email {the email you ordered with}.

Please check your spam and junk folders for the completed email. There at the bottom of the email, will be the tracking number.

All orders, unless on back order or a custom order, are completed within 3 business days from purchase and sent on a Tuesday or Friday. Please check your spam/junk email folder.

In most cases, the address was incorrect. If you get a “failed” notification its due to insufficient funds with your provider.

All sales are FINAL. We do not offer refunds due to change of mind or for minor blemishes and natural characteristics due to Hand Crafting, Hand Pouring, or Manufacture of Our Products.

All of the items listed in our Willow and Star shop are photographed and described to the upmost accuracy and with additional description notes. Since the representations of items are clear, you know exactly what you are receiving.

 If you have a concern with your order or are unhappy, please email sales@willowandstar.com we are here to assist you however we can. We want all of our customers to have a positive and happy shopping experience.

All items are carefully checked before being carefully packaged for safe arrival. We understand on rare occasions that something may not go 100% to plan… in which case you will be well looked after. If you receive a damaged or faulty Item, we are terribly sorry! please contact us via email at sales@willowandstar.com.au with photos and a description of your order and a brief note about the issue.

We will then assess your case and determine if a replacement or refund will be provided. Please do not return an item prior to speaking with us. You will be refunded by the same payment method that you originally used to place your order. If you paid using Afterpay there is a $5 restocking fee which will be deducted on your order. We cannot refund shipping costs.

If a return is accepted for other reasons, where neither the product nor Willow and Star are at fault, the customer must organise return shipping and must be returned within 30 days of the original purchase date in its original condition.

• Please contact us first to discuss any issues. Please do not return an item prior to speaking with us, there are some circumstances where it may not be necessary to physically return a product in order to proceed with a refund or exchange. If returning an item isn’t necessary, then Willow and Star will ask for photos of the products issue for records.
• Where returning an item is necessary due to reasons as per the ACCC guidelines, then returned shipping will be arranged by willow and star at no cost to the customer. Please ensure that items are packaged well for safe return. Once we have received the item it will be assessed for a refund or exchange. Please allow up to 7 business days for this process to be completed once the parcel has been received.
• If a return is excepted for other reasons, where neither the product nor willow and star are at fault, the customer must organise return shipping and tracking must be provided to willow and star for return records. The product will then be checked upon return to ensure that it is, where applicable, unopened, unused, and in acceptable condition. Shipping in these cases is non-refundable.
• Return address:
  Willow and star
  P.O Box

Please Note:

• Returns for the reason of “change of mind” are not accepted.
• All sales of seconds, discontinued, clearance, and sales stock are final and non-refundable.
• Where a customer would like to cancel an order. this may be done and refunded in full if the order has not yet been processed.
• Where the customer would like to cancel an order and the order has already been processed and is awaiting collection by freight services, then the order may be cancelled and the product value refunded, shipping fees are not refundable.
• Where an order is “returned to sender” due to customer error, the parcel will require a new shipping label. To arrange this Willow and Star will issue the customer with a shipping invoice and re-ship the parcel once payment is received. Willow and Star will charge a $5 admin fee for this extra work. As a small business we cannot absorb the shipping provider re-shipping fee.
• Please retain your receipt as proof of purchase.
• Refunds will only be issued back to the form of payment used at the time of ordering.

No, once you place an order it is final, however if you need to add an item or cancel your order please get in touch with us within 24 hours of the order date via email at sales@willowandstar.com.au after this time your order may already be shipped and on its way to you. If we do cancel your order, there will be a 10% cancellation/restocking fee.

You must Contact us immediately via email at sales@willowandstar.com.au so we can update your shipping details to make sure that your order gets to the right place. If you don’t contact us within 24 hours and we have shipped your order and it gets returned to us {Willow and Star} we will have to charge you a new shipping fee to resend it to the correct address. This is all your responsibility.

Unfortunately, if your order has been returned to the sender… {that’s us} for various reasons you will need to pay for re-delivery.

Please keep in mind that we do not refund postage charges on returns unless you order is faulty. Your refund amount will be the product price only that you originally paid. If you live outside of Australia, your card provider will use a different exchange rate every day. This means that while our prices remain the same, the amount that they work out in your currency changes over time. So the refund amount can vary slightly.

Firstly, I need to remind you to kindly be patient. Most of our products are hand made on Demand in small batches. We will strive to get your order made, packed and shipped to you as soon as possible. Australian customers: processing times is 2-5 business days unless you ordered a Custom made, item which could take up to 10-15 business days. We will contact you through the email provided at checkout if there will be any further delays with making or sending your product.

If you need your parcel by a certain date {eg: such as a gift} please leave comments in the notes section at the checkout. Our postage days are Tuesdays & Fridays. We use a courier service and as such cannot deliver to a PO box. if you request to deliver to a PO Box, we will send your parcel via Australia post.

Please note: That COVID-19 can intermittently impact Postage/Courier Services throughout Australia and can be a contributing factor to further delivery delays. Unfortunately, this has become an ongoing issue beyond our control.

It usually takes 10-20 business days for your parcel to arrive, however it can take up to 30+ days depending on where you live and going through Customs. If you would like to add Insurance to your order, please email us prior to placing your order at sales@willowandstar.com.au it is your responsibility to be aware of your Countries import taxes and duty fees. All orders will be marked “Merchandise” on the Customs form, No Exceptions. Willow and Star is Not responsible for Lost or Stolen Packages if the tracking number indicates the package was delivered. If you Believe that your Package was Stolen or is Lost, contact your Local Post Office and Custom Office.

Please Note: If you choose shipping without tracking and your order is lost there is nothing we can do to track down or recover your parcel, unfortunately. Our shipping costs does not include insurance. If you wish to purchase insurance, it will be an additional cost {please contact us to add this on}.

We do not refund for lost packages. You may use your tracking number to contact your local postal service. Once items have been shipped, its entirely out of our hands. Although I would like to be notified if something goes wrong.

You are responsible for providing us with your correct postal address and email address upon checkout. If you accidently entered the wrong address, please email us at once with the correct/new details. If your item has not yet shipped, we can still change it. If your package is already in transit and it has a tracking number, and you wish to change the shipping address you will be required to pay an additional fee in order for us to change it.

Our pricing is listed in Australian dollars by default. Please use your currency converter as a guide to determine approximate pricing in your local country.

For all customer service inquiries or general inquiries, please email sales@willowandstar.com.au