Refund policy

Last updated: July 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

We offer a 30-day return window from the date of delivery. 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

We do not accept returns for:

  • Final sale items
  • Gift cards
  • Accessories (including jewellery, bags, hats, scarves, etc.)

Proof of purchase is required (e.g. order number). We do not charge restocking fees; however, customers are responsible for return shipping costs. We reserve the right to decline returns if items are used, damaged, or do not meet the above conditions.

How to Start a Return

To initiate a return, please follow these steps:

  1. Contact us at hello@willowren-melbourne.com.
  2. Include your order number, reason for return, your full name and address, and a photo (in case of damage).
  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 within 48 hours of delivery 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. Once approved, return shipping costs will be covered by us.

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. All approved returns are shipped to the address we provide by email at the customer's expense (unless stated otherwise above) — never to the address on the original package.

Right of Withdrawal

Consumers who are natural persons making purchases for non-commercial purposes have the right to withdraw from their purchase within 30 days of receiving the goods.

To exercise this right, notify us at hello@willowren-melbourne.com with a clear statement of withdrawal. Because our system is fully automated, orders cannot be cancelled once placed — cancellation can only occur after delivery, through the return process. Withdrawal is completed once we receive the returned goods.

Nothing in this section limits any rights you hold under the Australian Consumer Law that cannot lawfully be excluded.

In-Transit Orders

If your order is already in transit, cancellation is not possible. Please wait until delivery and then initiate a return. You may inform us in advance of your intent to return the order.

Refunds

Once we receive and inspect your return, we will notify you if your refund is approved.

If approved:

  • Refunds will be processed to your original payment method.
  • Processing time: within 5–7 business days after approval.
  • It may take an additional 3–5 days to appear on your statement, depending on your bank or card provider.

If you cancel your order under the right of withdrawal, we will reimburse payments received from you, excluding original shipping costs. 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.