Shipping and Returns

SHIPPING

All orders are printed to order and will take a minimum of 2-3 days to be printed, then posted.  We use Australia Post for all deliveries. Once your order has been posted you will receive an email with your tracking details if applicable to your order.

All orders are carefully packed to ensure safe delivery and to avoid the risk of damaged goods.

Wool & Willow does not accept any responsibility for lost, damaged or stolen products once it has left our care, Please refer to Australia post website if this may occur.

For extra insurance, tracking or Signature on delivery please email us at hello@woolandwillow.com.au prior to ordering so we can upgrade your postage. Small prints A5-A3 do not contain tracking and will be shiped in a flat rigged envelope unless they are part of an order with prints over the size of A2. 

Express post does not automatically move your order up in production line. It just means once your order is ready it will be express posted. 

If you require your order sooner than our estimate 2 weeks time-frame please email us prior to purchasing to organise a rushed order. 

EST.DELIVERY TIMES

All orders are hand made and made to order from our lovely prints which are printed to order to all our other products. Please allow up to 2 weeks for your products to be made and posted to you. Once posted products generally take between 3-7 working days to arrive depending on location. Alternatively please read Product description for individual product estimate production times and refer to AUSTRALIA POST website for delivery time frames for your location.
 

COMBINED ORDERS

Combined order are orders containing more than one item from diferent categories (eg, prints and wire hearts) In some cases we will post your order in two separate parcels this is to ensure all products arrive safely to you without damage. This also means one of the two parcels might arrive sooner than the other, should this happen, please allow another 4 days for 2nd parcel to arrive then contact us if it still has not arrived. 

-Combined print order containing A5-A3 + Large poster size will be sent in two parcels. A5-A3 pritns do not have tracking. 

-Orders containing candles will also be shipped separate (candles are currently unavalable to order as of 2024)

- Sequin decor / wall hanging orders + candles or large scale prints will also be sent in two parcels.

RETURNS & FAULTY ITEMS 

We do not offer refunds or returns for simple change of mind. Please take care while ordering and finalizing your order and read all descriptions and color charts.

We we do not offer or accept refunds and or exchanges on sale, discounted items or special giveaway codes.

All our products are handmade and made to order, due to nature of handmade items slight variations in size, color and shape may occur this is not a fault or flaw. (Please also refer to product information)
Refunds are only offered where they deemed as faulty/broken and inspected by us upon return or when images are provided.

Please contact us within 7 business days of receipt of your purchase. Postage fees for returns will not be refunded.

INTERNATIONAL ORDERS

We ship World Wide. If there is no delivery quote for your country please e-mail us at hello@woolandwillow.com.au or contact us via our contact page and we will calculate a shipping cost for you.
All international customers are responsible for any duties and import taxes incurred and any return shipping costs. International orders may take up to a month to arrive once posted. Estimate delivery times can be found on your local post or via Australia Post website. 

PRE-ORDERS

A pre order is an order placed for an item that is not in stock yet. We often open pre-orders for popular item that sell out quickly. This also guarantees an immediate dispatch when the product arrives in stock. We endeavor to give the firmest estimated delivery time with all our pre orders however sometimes due to supply delays outside our control this is not always possible.

Please note that orders that include other products will not be shipped until the pre-order item is available, as they will be sent as one delivery.

MISSING PARCEL

Wool & Willow does not accept any responsibility for lost parcels once it has left our care, Please refer to Australia post website if this may occur to lodge a claim and provide your tracking number if available. Prints between A5 - A3 Do not contain tracking. 

For customers with no tracking details please email us at hello@woolandwillow.com.au or via our contact area with your purchase number and details and we will help resolve this matter.