Refund & Returns Policy

Last updated: 21 April 2025

At Willow Vale Road, we take pride in the care and craftsmanship behind every ceramic piece and scented homewares we create. If something isn’t quite right, we’re here to help.

Change of Mind

As our ceramics and candles are handcrafted in small batches, we’re unable to offer refunds or exchanges for change of mind. Please take a moment to read product descriptions and feel free to reach out if you have any questions before purchasing.

Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 7 days of delivery. We're happy to offer either:

A replacement (if the item is still available), or
A full refund.

To help us process your request quickly, please email willowvaleroad@gmail.com with:

Your order number
A clear photo of the damaged item
A photo of the packaging and shipping label

We’ll cover return postage or let you know if a return is necessary depending on the issue.

Custom or Made-to-Order Items

Custom pieces and made-to-order items are crafted especially for you and are not eligible for returns unless they arrive damaged or defective. If there’s a problem, we’ll do our best to make it right.

Shipping Policy

We currently ship Australia-wide via Australia Post.

Flat Rate Shipping: $12 AUD
Processing Time: Orders are packed and dispatched within 2–5 business days
Tracking: A tracking number will be provided once your order is shipped

Please ensure your shipping address is accurate at checkout. Willow Vale Road is not responsible for parcels lost due to incorrect address details.

International Orders

We’re happy to ship internationally! Please contact us at willowvaleroad@gmail.com for a custom shipping quote before placing your order.

Questions?

We're always happy to help. Please email us at willowvaleroad@gmail.com for any questions or concerns about your order.