FAQs

SHIPPING

Your shipping costs will be determined by "what you purchase" and "which postcode you ship it to". Shipping costs will be calculated after you input your address when you checkout.  It may take 3-10 seconds to calculate so stay on the page. Unfortunately, we are unable to offer pick up.
We use well-known couriers that have been delivering parcels for years so they know what they are doing. We like to make sure you know exactly what is happening with your delivery so you will receive a text and/or an email to advise you that your order has been picked up and is "On Its Way".  You will also be advised of the Estimated Delivery Date and the tracking details.  Your second text and/or email will advise you that your order is "Onboard for Delivery". We understand that a lot of our customers are working or just "out and about" when delivery occurs and that is why we offer the option of an "Authority To Leave" where our couriers will leave your order in a safe space at your delivery location.  When checking out on our website you are able to leave a note if you have a specific space you would like your parcel left e.g. on the Porch, down the side behind the gate. We cannot accept any responsibility for packages with an ATL which are then lost or stolen. If you DO NOT choose an Authority To Leave but you are not home or available when your item is delivered, a card will be left for redelivery or to pick up from a designated location nearby. Our couriers DO NOT offer the service to contact you prior to delivery to make sure you are home - this service is usually used for large furniture and whitegoods by removalists. Unfortunately, we are unable to ship to Parcel Lockers or PO BOX addresses as our couriers do not deliver to those.
All of our products are substantially packaged with styrofoam corners and edging, 12mm thick corrugated cardboard lining and/or hard cardboard edging to protect it against damage during transit.
It's very rare that we get damages in transit but if any damage has occurred during transit, please contact us at info@willowandwood.com.au with details and photos and we will be in contact ASAP to arrange replacement items. We ask that our customers always check your order for damage as soon as it is received as damage that isn't reported within 3 days, unfortunately, becomes uninsured.
We understand that when you buy something online you want to get it ASAP and we do our very best to get it to you as quick as we can. If an item is in stock your order will usually be dispatched the same day if ordered before 11am on weekdays or the next business day and you will be notified when it has been picked up by the courier. All stock is dispatched from our Sydney warehouse and orders going to Sydney Metro, Melbourne, ACT and Brisbane usually take 1-2 business days. All other areas in VIC, NSW, SA, TAS and QLD take 2-4 days and WA can take up 7 days. When you are notified that your order has been picked up, you will be given an Estimated Delivery Date. Please note that this is approximate and doesn't account for courier delays or time of year.
Unfortunately, we DO NOT ship our items outside of Australia.

 

ORDERING

We do not take orders by phone but if you are unsure about ordering on our site you are able to email us your order at info@willowandwood.com.au.   We will then email you an invoice with a link to Paypal where you can easily pay by credit card.
We accept credit card via Paypal.  Paypal is a safe and easy payment gateway which takes payment via their fully encrypted site so your credit card details are not disclosed to anyone besides Paypal - not even Willow & Wood. You are also able to pay by Afterpay on our website. Afterpay splits your payments over four equal instalments due every fortnight. Nominate the card you want to use and automatic payments are scheduled for you. There are no lengthy process or wait times. Afterpay simply uses your mobile phone number and a few personal details to create your account instantly.

 

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.

 

INDUSTRY PROFESSIONALS

Yes, we do.  Please contact us at info@willowandwood.com.au for further information.
Yes, all of Willow & Wood products are available for photo shoots.  Please contact us at info@willowandwood.com.au for availability, requirements and delivery information.
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