Refund policy

Last updated: August 2026

We offer a 30 day return policy. You have 30 days from the date of delivery to request a return. Requests submitted after this period will not be accepted.

Please note that returns are not free of charge. Customers are responsible for the shipping costs associated with returns, except where noted below.

Return Eligibility

To be eligible for a return, items must be:

  • Unworn, unwashed and unused
  • In original condition
  • With all tags attached
  • In original packaging
  • Complete with all original parts and components

Non-Returnable Items

For hygiene reasons, we cannot accept returns on pierced jewellery such as earrings once the packaging has been opened.

We also cannot accept returns on gift cards or on personalised or made to order items.

All other items in our range, including bags, necklaces, bracelets and other accessories, are covered by the 30 day return window above.

Nothing in this section affects your rights under the Australian Consumer Law. If an item is faulty, not as described, or does not do what it is supposed to do, you are entitled to a repair, replacement or refund regardless of the categories listed here.

Proof of purchase is required, for example your order number. We do not charge restocking fees. We reserve the right to decline returns if items are used, damaged, or do not meet the conditions above.

How to Start a Return

  1. Contact us at hello@willowren-melbourne.com.
  2. Include your order number, reason for return, your full name and address, and a photo if the item is damaged.
  3. Wait for return approval and instructions.

If your return is approved, we will provide the correct return address by email.

Important:

  • Please do not send returns to any address printed on the original package.
  • Do not send a return before receiving approval and instructions from us. Unauthorised returns will not be accepted.
  • Once approved, you must ship your return within 7 days and provide a valid tracking number.

Damaged or Incorrect Items

Please inspect your order upon delivery. If your item is damaged, defective or incorrect, contact us at hello@willowren-melbourne.com. Please include your order number, full name and address, a description of the issue, and clear photos of the item and packaging.

We ask that you contact us within 48 hours of delivery so we can resolve things quickly, but this timeframe does not limit your rights under the Australian Consumer Law, which apply for a reasonable period after purchase. In these cases we cover the return shipping costs.

Exchanges

We accept exchanges on eligible items. To request an exchange, contact us at hello@willowren-melbourne.com within 30 days of delivery with your order number. Once your return is approved and we receive the item back, we will process the exchange, subject to product availability.

Customers are responsible for return shipping costs. If the exchanged item has a higher price, you will need to pay the difference. If it has a lower price, we will refund the difference. We do not offer instant exchanges or ship replacement items before the original item has been received.

Return Shipping

Customers are responsible for return shipping costs, unless:

  • The item arrived damaged
  • The item is defective
  • The wrong item was received

Original shipping costs are non-refundable, except where the return is due to a fault on our side. All approved returns are shipped to the address we provide by email, never to the address on the original package.

Cancelling an Order

Because orders are prepared for dispatch quickly, we cannot guarantee that an order can be cancelled once it has been placed. If you want to cancel, email us at hello@willowren-melbourne.com as soon as possible with your order number and we will stop the order if it has not yet been handed to the carrier.

If the order has already shipped, please wait until it arrives and then follow the return process above.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund is issued to your original payment method within 10 business days of approval. Depending on your bank or card provider, it may take a little longer for the amount to appear on your statement.

You will not be charged any fees for the refund itself.

Important Notes

  • Returns without prior approval will not be processed.
  • Always contact us before returning any item.
  • Use a trackable shipping method.

If you have any questions, please contact us at hello@willowren-melbourne.com.