Returns and Refund Policy

At Willow & Mae, we're committed to keeping our customers happy. Even so, there may be times when you'd like to return an item. Below we explain our returns policy clearly. We're always happy to work something out with you — if you're unsure about anything, please get in touch first at info@willowandmae-melbourne.com.

1. How we work

Willow & Mae operates on a direct-from-supplier model. To reduce waste and lower our carbon footprint, we don't hold large amounts of our own stock: items that aren't in stock are shipped directly from our supplier (based in China). This means returns also need to be sent to our supplier's return address in China.

2. Timeframe and how to lodge a return

You can lodge a return within 14 days of receiving the item, via info@willowandmae-melbourne.com.
You can only lodge a return once you have physically received the item.
Always include your order number and a valid reason for the return when you lodge it.
Once approved, we'll send you our supplier's return address.

3. Conditions

A valid reason for the return is always required.
Items must be unused, unwashed, undamaged and in their original condition, with all labels and tags still attached.
Trying on is fine; wearing is not.
Sale (discounted) items cannot be returned without a valid reason.
Deliberately ordering multiple sizes with the intention of returning (some of) them is not permitted.
Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear and jewellery), unless unopened and unused.

4. Return costs and process

Return costs are entirely the customer's responsibility, including international shipping and any customs charges.
The item must be returned to our supplier's return address in China.
The customer is responsible for sending, paying for and tracking the return.
We always recommend using a shipping method with track & trace; without proof of postage, we're unable to process a return.

5. Customer-friendly interim solution

Because international returns can be expensive and time-consuming, we're happy to look into a suitable interim solution together with you (for example, a partial refund or a discount), which we'll agree on by email. Please always contact us first at info@willowandmae-melbourne.com before sending anything back.

6. Faulty, incorrect or damaged items

If something isn't right with your order — for example the size, the fit or the quality — please email us within 14 days of receipt, including clear photos and a description of the problem. Without photos and a description we're unable to process your complaint, and there is no entitlement to a return or refund. With this information, we'll find a suitable solution as quickly as possible.

7. Refunds

A refund can only be issued once the item has been received and approved at the return address in China. Once approved, we'll refund the purchase amount within 14 days via the original payment method. Original shipping costs are not refunded.

8. Cancellations

Orders cannot be cancelled once they have been placed and are being processed. No refund or chargeback may be opened before the item has actually arrived and been received. If you have a question or issue with your order, please contact us first at info@willowandmae-melbourne.com rather than starting a chargeback or refund directly.

9. Liability

We are not responsible for lost parcels if the tracking shows the item was delivered to the address provided by the customer.
An incorrectly provided address is the customer's responsibility.
Any errors in the address must be reported within 24 hours of ordering via info@willowandmae-melbourne.com.