To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales.willowandmum@gmail.com. Please note that returns will need to be sent to the following address: 390 High Street, Maitland NSW 2320.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales.willowandmum@gmail.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. This must be completed within 28 days of receiving your items. Outside this time frame we are unable to offer replacements or refunds.

Exceptions / non-returnable items

• For hygiene reasons swimwear, bodysuits, cosmetics, earrings and undergarments cannot be returned.
• All items labeled as Final Sale or purchased at a discount of 50% or more are not eligible for return or exchange.

• Shipping fees paid at the time of purchase are non-refundable.

• Items must be received in original condition - unworn, unwashed, with all tags still attached.
• Our items are photographed and professional lighting is used, so item colour may vary slightly though we aim to keep it as accurate as possible. Please refer to the product description, close up shot and video to see true colour. Colour may also look slightly different based on the display screen.

 Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds Online Only.

Willow & Mum offer refunds on all full priced items/orders within 28 days of delivery or pick up for a store credit excluding the shipping fee if already shipped. 

If you purchased using a welcome or any other discount code or during a  sale, you will only be eligible for a store credit or exchange.

Permanent sale items from our sale page marked as final sale, swimmers, cloth nappies, hair accessories & items from our samples/seconds page are not eligible for returns or exchanges, so please choose carefully.

The item must be unworn, unwashed and unused with original tags attached.

If you have ordered an item and had a change of mind and request a refund, please note we will keep a $5 fee due to processing fees already being paid. 

Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at sales.willowandmum@gmail.com.

Instore

Willow & Mum offer Store credits or exchange only for change of mind within 28 days of the sale. 

Permanent sale items from our sale rack marked as final sale, swimmers, cloth nappies, hair accessories & items from our samples/seconds racks are not eligible for returns or exchanges, so please choose carefully.

The item must be unworn, unwashed and unused with original tags attached.

Please note you will be issued with the store credit and it is the customers responsibility to ensure they take care and do not lose store credit. A replacment can not be re issued.