FAQ’S

FREQUENTLY ASKED QUESTIONS AND CUSTOMER CARE

ORDER ISSUES

MY ITEM IS FAULTY, WHAT DO I DO?

First of all, we are VERY sorry! Not to worry though, please get in touch with us within 24hrs via email willowandscout@outlook.com or phone 0428 961 842 and we will be able to help get this sorted for you fight away!

I AM MISSING AN ITEM FROM MY ORDER

Firstly, ensure the item isn’t lost amongst the wrapping or stuck inside the parcel. Smaller items are often wrapped up inside bigger items. If you don’t have any luck there please get in touch with us via email willowandscout@outlook.com or phone 0428 961 842. Please also contact us if you received the wrong item and we will correct this straight away.

I NEED TO CHANGE MY ADDRESS, HOW CAN I DO THAT

We will need to fix this for you right away before your order is sent, please contact us immediately with your correct shipping information.

CAN I MAKE ANY CHANGES/CANCEL AN ORDER ONCE IT’S PLACED

Please ensure you pay close attention when placing an order as once it’s placed we are unable to make any alterations or cancel the order.

WHEN I ADD A PRODUCT TO MY CART DOES IT RESERVE IT FOR ME

When you add an item to your cart it does not take it out of stock so we suggest placing your order as quickly as possible.

DELIVERY HELP

WHEN WILL MY ORDER BE SHIPPED

We aim to have all orders shipped within 24 to 36 hours after the order is confirmed.

MY ITEM HAS BEEN DELIVERED TO THE WRONG ADDRESS 

Once a parcel leaves ours warehouse it is Australia Post who is responsible for its whereabouts. It is best to contact their customer service team on 1300 768 470 with your tracking number and they will be able to give you a detailed response. Please let us know if you still haven’t been able to locate your order.

RETURNS

HAVE YOU RECEIVED MY RETURN 

We will let you know via email once we have processed your return. If you take note of your parcels tracking ID number this will let you know as soon as your parcel has reached us.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN 

We process all returns as quickly as possible, however please allow up to 24 to 36 hours and up to 4 days within peak seasons for us to process your return once we receive it. You will be notified via the email address used in your willow + scout customer account. 

WHEN WILL I RECEIVE MY EXCHANGE ORDER 

If you’ve opted for an exchange, we’ll let you know your new order details via email once processed.

HOW LONG AFTER I RECEIVE AN ORDER CAN I MAKE A RETURN 

If your return is lodged or initiated within 14 days of receiving your items we can accept returns back for processing.

DO I HAVE TO CONTACT YOU BEFORE I MAKE A RETURN 

If you have completed your returns form and included it in the satchel with your items, there is no need to contact us. Any returns sent to us without a returns form will be issued with a store credit. 

CAN I RETURN SALE ITEMS

We are unable to accept any returns on sale/clearance or discounted items. If you wish to exchange please contact us and we may be able to help you out.

IF APPROVED FOR A REFUND WHERE WILL THIS BE CREDITED TO

All money will be credited back to original payment method used to place the order. 

ALL OTHER ENQUIRES

Please contact us for any questions or enquiries you may have, we value and welcome your feedback! Xx