Shipping & Returns
At Willowvale Road, each order is prepared with care. Many of our pieces are handmade, poured or finished in small batches, so a little extra time may be needed before your order is ready to make its way to you.
We want your experience with Willowvale Road to feel considered from beginning to end. If something is not right with your order, please get in touch and we will do our best to make it right.
Processing times
Orders are generally prepared and dispatched within 3–7 business days, unless otherwise stated on the product page.
As many Willowvale Road pieces are handmade or prepared in small batches, processing times may vary during busy periods, new releases, seasonal collections or periods of high demand.
Bespoke, personalised, wedding, event and larger-volume orders will have their own estimated production timeframe, which will be discussed with you before your order is confirmed.
Please note that processing time is separate from shipping time.
Shipping
We currently ship within Australia.
Shipping costs will be calculated and displayed at checkout, where applicable.
Once your order has been dispatched, you will receive tracking information where a tracked service is available.
Delivery timeframes provided by postal and courier services are estimates only. While we will always assist where we can, delays occurring after an order has been dispatched may be outside Willowvale Road's control.
If your order is time-sensitive, we recommend allowing additional time wherever possible.
Delivery addresses
Please check your delivery address carefully before completing your order.
If you notice an error before your order has been dispatched, contact us as soon as possible and we will do our best to update it.
If an order has already been dispatched to an address supplied incorrectly by the customer, we may not be able to redirect or recover the parcel.
If a parcel is returned to Willowvale Road because of an incorrect or incomplete address, failed delivery or failure to collect the parcel, the customer may be responsible for the cost of reshipping the order.
Lost or delayed parcels
If your tracking information has not updated or your parcel appears to be significantly delayed, please contact us.
We will assist with enquiries to the relevant postal or courier service where appropriate.
If a parcel is confirmed as lost in transit, we will work with you to arrange an appropriate resolution.
Damaged or incorrect items
We take great care when preparing and packaging every order.
If your order arrives damaged, faulty, or you receive an incorrect item, please contact us within 7 days of delivery where reasonably possible.
Please include:
your name and order number;
a description of the issue;
photographs of the product; and
photographs of the packaging where relevant.
Please keep the product and packaging until we have responded, as these may be required for assessment or a courier claim.
Where an item is faulty, damaged or incorrectly supplied, we will provide an appropriate remedy in accordance with the Australian Consumer Law.
Handmade variations
Willowvale Road products are made and finished with care, and slight variations may naturally occur between individual pieces.
Small variations in wax appearance, colour, fragrance, finish, placement or other handmade characteristics are part of the nature of handcrafted products and are not necessarily considered faults.
This does not affect your rights where a product is genuinely faulty or does not meet the consumer guarantees provided under Australian law.
Change of mind
As a small business creating handmade and small-batch products, Willowvale Road does not offer refunds or exchanges for change-of-mind purchases.
If you change your mind, we may offer store credit for eligible items returned in accordance with this policy.
To be eligible for store credit, the item must:
be unused and in its original condition;
be returned in its original packaging;
be suitable for resale; and
be returned within 14 days of delivery.
Please contact us before returning an item so we can confirm whether it is eligible.
Customers are responsible for the cost and safe return of change-of-mind items.
Original shipping charges are not refundable or included in store credit.
We recommend using a tracked shipping service, as Willowvale Road cannot take responsibility for items lost during return transit.
Once the returned item has been received and inspected, approved store credit will be issued for the purchase price of the eligible item.
Items not eligible for change-of-mind store credit
Store credit is not available for:
personalised or customised products;
bespoke or made-to-order pieces;
wedding, event or corporate orders made to specification;
products that have been used, burned or opened;
products not returned in their original condition;
sale or clearance items, where stated at the time of purchase; or
items returned without prior approval.
This does not affect any rights you may have under the Australian Consumer Law.
Bespoke and personalised orders
Bespoke, personalised, wedding, event and made-to-order pieces are created specifically for you.
For this reason, these items are not eligible for change-of-mind returns, refunds, exchanges or store credit once production has commenced.
Please carefully review names, dates, wording, quantities, colours, fragrances, labels, designs and other personalised details before giving your approval.
If Willowvale Road has made an error, or the product is faulty, damaged or otherwise does not meet the requirements of the Australian Consumer Law, we will provide an appropriate remedy.
Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Standard orders may be cancelled before processing or production has commenced.
Once an order has entered production, been personalised or been dispatched, cancellation may no longer be possible.
Bespoke and personalised orders cannot generally be cancelled once materials have been ordered or production has commenced.
Australian Consumer Law
Nothing in this Shipping & Returns Policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.
Our products come with consumer guarantees that cannot be excluded under Australian law.
Where a product is faulty, unsafe, incorrectly supplied or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.
Our change-of-mind policy is separate from these statutory rights.
Need a little help?
If something does not seem right, please reach out.
Willowvale Road
admin.willowvaleroad@gmail.com
We will always aim to find a fair and reasonable solution.