Refund policy

Unfortunately given the nature of our handmade products we do not offer full refund upon return goods for reasons such as change of mind, slight differences or imperfections from photos advertised online. 
The Willow Nook items are handmade, no two items will be exactly the same. 

If the item has been broken in transit, it is advised you contact Australia Post to open up an investigation and make a claim. 

To be eligible for a return (which does not include a full refund)  product must be returned in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@thewillownook.com
Please note that returns will need to be sent to the following address: hello@thewillownook.com 

If your return is accepted, returning of the product is at your own expense unless we have come to another agreement. 

You can always contact us for any return question at hello@thewillownook.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-refundable 
Unfortunately given the nature of our handmade products we do not offer full refund upon return goods for reasons such as change of mind, slight differences or imperfections from photos advertised online. 
The Willow Nook items are handmade, no two items will be exactly the same. 

Original and  return  postage will be at buyers cost as this is a small business. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@thewillownook.com