CAN I CHANGE MY ONLINE ORDER AFTER I HAVE PLACED IT?
Unfortunately, once you've placed your order, it is not possible to change any of your details for that sale. But if you contact us immediately after placing it we can do our best to try and rectify any mistakes that may have been made and arrange for a new order to be placed instead.
If you are unhappy with your purchase once it arrives, you're welcome to email our team who will advise you on how to return it for a refund or a store credit. Please refer to our returns policy for more information.
HOW DO I RETURN AN ITEM?
You can send your item back to us within 7 days of purchase at your own cost with the enclosed return form. Please note the item must be in original condition all tags attached and unworn. We can refund you the purchase price minus and freight fees incurred by us or provide a gift voucher. For more information please see our returns section.
Please note, no exchange or returns on sale items or accessories.
CAN I EXCHANGE MY GARMENT FOR A DIFFERENT SIZE/STYLE?
We are unable to process exchanges however if you would like another size or style, you are able to re-purchase the garment online and then return your original item or a refund minus any freight charges incurred by us.
HOW DO I USE A PROMOTIONAL CODE?
Once you've reached the checkout stage, enter your promotional code into our discount bar, enter the correct code and click 'Apply'. If the code is valid, your discount will be applied!
Please note, only one promotion/discount code is redeemable per order.
WHAT IF MY ITEM IS FAULTY?
We aim to provide our customers with products of the highest standard and quality. In the unexpected event that you have received an item with a fault, please help us by providing a photo showing the defect/fault, which will speed up the returns process. Contact us via email for further assistance.
HOW LONG DO I HAVE TO RETURN AN ITEM?
We offer a refund for items that are full price and returned to us within 7 days after you have received your order.
WHAT IF I AM NOT HOME WHEN MY ORDER IS DELIVERED?
We want to ensure your parcel will arrive in great condition and securely so if you are not at home when your package arrives, for Australian orders, Australia Post will leave a card which you just need to take to the nominated Australia Post branch to pick up your parcel.
Australia Post are now offering the parcel locker service, where if you're not at home and want to collect your parcel from a more convenient location 24 hours a day, you are able to send your parcel to a parcel locker. There are over 100 parcel locker locations nationally - find your closest location here.
For international orders, if no card is left, you should check with your local post office, as all international deliveries require a signature.
HOW DO I TRACK MY ORDER?
You will receive an email with a tracking number once your parcel has been shipped. Please check your Spam/Junk folder for your tracking email from Australia Post as many customers have found that it is treated as spam. If you are still unable to locate this anywhere you are welcome to contact us by ‘live chat’ or by emailing to receive your tracking number.
To track your order, please go to auspost.com.au/track or the website of your national postal service.
WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE, OR IS LOST IN TRANSIT?
Once your parcels have left our stores they are then property of Australia Post. Willow and Wolf is not legally responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you. Contact us at email@example.com for any enquiries.
HOW CAN I PAY FOR MY ONLINE PURCHASES?
You can pay by VISA, MASTERCARD or PAYPAL. We also now offer AfterPay on all items.
WEAR AND TEAR
If you damage a garment after wearing it e.g a button falls off or the zip breaks because of ‘wear and tear‘ we cannot accept these garments back for a return or exchange.
WHAT SIZE AM I?
As we stock many brands, they can sometimes fit differently to one another and it can be tricky to know the sizing exactly. If you need help with sizing please contact us via firstname.lastname@example.org and we will advise you as best we can!