FAQs

Shipping

Willow and Wood endeavour to provide our products to nearly all areas of Australia. All items are shipped from our warehouse in Bayswater North, Victoria.

  • Delivery prices are based on the weight and size of the packaged item. To get an estimate use the delivery estimator tool in your shopping cart once you've added some products
  • For delivery time estimates see below
  • We deliver to Australia only
  • We offer a 30 day, money-back guarantee. Read on for more details

  • For items that are off the shelf and are in stock, orders will usually be shipped within 1-2 business days. If the event of a delay, we will notify you by email or text message. Please provide a physical shipping address as the couriers DO NOT deliver to Po Boxes or Parcel Lockers.

    For items that are made to order, we endeavour to ship within the time period stated in the product page. If there are delays in dispatch, you will be contacted by email or phone.

    We partner will several different courier companies to deliver your items in a timely and safe manner. We suggest shipping to a delivery address where someone is present to accept delivery. Alternatively, you are able to give the couriers an "ATL" Authority To Leave but we cannot be responsible for the delivery if it goes missing.

    Couriers DO NOT call before delivery and if no one is available to accept a delivery, the item may be sent to an external location for pick up at your convenience after a card has been left. Couriers are unable to give a time at which your item will be delivered but you will usually receive a text on the day that it is getting delivered.

    If your item was not able to be delivered because no one was available to receive it and you were notified but the item wasn't able to be picked up or redelivered, the item will be returned to our warehouse. If this occurs, we ARE NOT responsible for re-delivery fees.

    We will use reasonable endeavours to meet the estimated delivery date. If we do not meet this date for any reason, our liability will be limited, at our opinion, to resupplying the goods at a different time or at a maximum, to the transport and re-delivery costs.

    Once your order has left the Willow and Wood warehouse, we cannot be responsible for any delay of delivery, loss or damages. If any damages occur during transit, notification is to be made within 3 days of delivery for insurance purposes. We cannot be responsible for items that are damaged but that are not opened within 48 hours of delivery.

    Please contact us if you have any queries regarding delivery at:
    info@willowandwood.com.au or 0291881572.

     

    Below are approximate delivery windows:

    Melbourne 1-2 business days
    Sydney 1-3 business days
    Gold Coast 2-4 business days
    Adelaide 2-3 business days
    Perth 3-7 business days
    Hobart 4-7 business days
    Alice Springs 4-8 business days
    Rural (East Coast) 5-7 business days
    Rural (Other) 14-15 business days

     

    Refunds and Returns

    As an Australian family business, Willow and Wood strive to make products that our customers love as much as we do. We want you to be happy with your purchases, but in the event that after your purchase you have changed your mind, we happily offer a 30 day (from the date of delivery), no questions asked, refund.

    We simply ask that the item/s be returned unused and in the complete, original packaging that it was received in - this includes no ripped boxes, packaging foam or wrap - as it must be in re-sellable condition.

    Unfortunately, we are unable to refund any CUSTOM MADE, CUSTOM SIZED, ONE OFF, SAMPLE or EX-DISPLAY products due to change of mind - only through fault of the product or if there has been damage in transit. 

    We also ask that you contact us prior to returning the item/s to us to confirm that a complete refund is possible.

    Please contact us at:
    info@willowandwood.com.au

    Returns can be sent to:
    Willow and Wood
    10/26-30 Burgess Road
    Bayswater North VIC 3153

    Returns should be sent by courier and all shipping and insurance costs are the responsibility of the customer.

    If an item is damaged during transit, we must be notified within 3 days so that the damage is covered on insurance. After an item is shipped, we ask that our customers open their items within 48 hours so that any damage can be acted upon immediately.

    Despite our high standards of construction and finishing, very rarely, mistakes happen and an inferior product will be make its way to a customer. 

    In this event, please contact us within 12 months of purchasing and we will endeavour to either provide a full refund or send you a new product as soon as it's possible. 

     

    Safety

    Willow & Wood take the safety of you and your family very seriously and that is why we recommend that all products be expertly hung and secured by a building professional, skilled handyman and/or an experienced DIYer.  No products should ever be hung above a child’s or other person's bed head.  Willow & Wood cannot take any responsibility for incorrectly hung and secured products. To the greatest extent permitted by law, Willow & Wood, its officers, and employees accept no liability for any injury, damage or loss (however arising) suffered or incurred in respect of a Willow & Wood product, its installation, maintenance or transportation (including, without limitation, any liability arising from negligence).

     

    Damage During Transit

    If an item is damaged during transit, we must be notified within 3 days so that the damage is covered on insurance. After an item is shipped, we ask that our customers open their items within 48 hours so that any damage can be acted upon immediately.

    Warranty

    All of our products are covered by a 12-month warranty.  The warranty covers manufacturing defects but it DOES NOT cover general wear and tear or the consequences arising from the product not being fixed correctly or sufficiently.  The warranty becomes void if the product is altered in any way.

     

    Tools Required

    Most of our products that need to be fixed to a wall will require:

    • Drill - for drilling holes into masonry or brick walls and/or fixing screws into the wall
    • Screwdriver for fixing plasterboard anchors and/or fixing screws into the wall or products

      Fixings

      Most of our products will have 2 type of fixings included:

      • Keyhole fixtures, screws and plugs (plugs for fixing into masonry or brick walls). Attached to the wall by keyhole fittings that come included with screws and plugs but not fixed to the product so that the customer can adjust to suit the hanging space
      • Screws, screw covers and plugs (plugs for fixing into masonry or brick walls). Attached to the wall with 2/4 screws through 2/4 pre-drilled holes