Hello Beautiful Doormat

Before ordering, please ensure you have read the description carefully as well as our terms & conditions in relation to pre-orders, damages and returns, please also note due to the difference between monitors or screens, pictures may not represent the exact colour tones.

Willow & Beech wants our customers to be completely satisfied with their purchases and will happily offer an exchange in instances where you have changed your mind or are not completely satisfied with a product.

If your return is accepted as per our returns policy, we will issue you with an electronic credit note only. This can then be used for you to seamlessly re-shop your preferred product. 

Any items purchased from the 'Sale' section or ‘Ex Display’ section cannot be returned for an exchange, no exceptions. Any 'Sale' items which are returned will be refused upon delivery.

Please note Willow & Beech reserves the right to refuse a return if it does not meet the conditions outlined above. 

To avoid returns, if you are not sure of something please contact us. 

Damaged Goods 

We offer Shiptection Shipping insurance for 100% peace of mind should an incident occur during the delivery process. To be covered for loss or damage you must check out with Shiptection. If you opt our of Shiptection insurance we will not be held liable and it will be up to you to claim compensation directly with the courier.

Shiptection is a third party Insurance and you will need to make claim direct with them. If you need any assistance with claiming please contact us, we are happy to help!

For more information on Shiptection visit their FAQ here.

Damages that occur in transport for goods being returned are the responsibility of the customer as we cannot be held liable for customer packaging. If your return is damaged we will not be able to issue a credit.

Willow & Beech will not be held liable for any indirect, incidental or consequential loss or damages arising from or to the purchased items. Any  faults are claimable within 60 days by approval. After this time all faults will be deemed incidental or consequential and will not be claimable. Approved claims for faulty goods will be compensated by store credit only. 

Discounts

Discounts are strictly valid for the time period stated and are not redeemable in conjunction with other offers and/or other discounts codes. Please ensure you enter your discount code before checking out, If you forget/fail to enter your discount code upon checkout you won’t be refunded the difference afterwards. Sale discounts are not applicable for special orders (including paypal/email orders, laybys & custom listings) to redeem sale discounts you must order through the website and input the code in the discounts section prior to checking out during the sale period ONLY otherwise sale discounts can not be redeemed.

Sale Items 

There are no returns or refunds available for sale items. Purchases from our Sale section or Ex Display section are final. Proceeding with purchase means you agree to the terms and conditions 

Store Credit

Store Credits are easy to use, simply login to your account and add to cart. Your Credit will appear as a payment option at checkout. Store Credits are strictly redeemable on products only and can not be redeemed on shipping costs - shipping for products when using a store credit will be charged additionally. 

Gift Vouchers

Gift Voucher amount is strictly redeemable on products only and can not be redeemed on shipping costs - shipping for products when using a gift voucher will be charged additionally. All gift vouchers have a 3 year expiry date.

Pre-Orders

Please note that Orders are generally dispatched as a whole so if you purchase an available item with a preorder item, the available item will be sent when the preorder item arrives. If you wish for the available item to be sent right away, please contact us. Additional postage charges may apply.

PRE-ORDER MEANS YOU ARE ORDERING AN ITEM NOT CURRENTLY IN STOCK, WHILE WE ENDEAVOUR TO PROVIDE AN ACCURATE ETA THIS IS DEPENDANT ON SHIPPING TIME FRAMES AND CUSTOMS WHICH IS OUT OF OUR HANDS, YOU WILL RECEIVE TRACKING ONCE YOUR ORDER HAS BEEN SHIPPED. IF THERE IS AN ISSUE OR DELAY WITH YOUR ORDER WE WILL DO OUR BEST TO KEEP YOU INFORMED. PLEASE DO NOT ORDER A PREORDER ITEM IF THESE CONDITIONS ARE NOT SUITABLE.

Cancelled Orders

Proceeding to checkout with an order means you agree to our Terms & Conditions including additional shipping charges where applicable. Should you choose to cancel an order after the checkout process you will incur a 10% restocking fee as payment provider costs are not refunded to us. The balance will be issued to you as a credit note unless a refund is requested. If your order has already been dispatched you will be responsible for the return shipping costs and will only be issued a credit note minus the restocking fee, once the items have been returned to stock. Our restocking fee is to cover charges relating to, but not limited to, third payment merchant fees where their fees and charges are non refundable, packaging and storing of goods, returning goods to stock, updating website and stock inventory, administration and other related fees.

 Willow & Beech Pty Ltd

ABN 82 623 544 614

Shipping 

Domestic Shipping: Our items are sent via Australia Post using Safe Drop, or Aramex, If an item is needed urgently we can Express post through Australia Post on request by prior arrangement. Please note Australia Post is not a fragile service and while we endeavour to ensure your items are well protected we can't guarantee their safe arrival so we add Shiptection Shipping Insurance at time of checkout for 100% peace of mind should an incident arise.

We endeavour to dispatch all orders within 1-2 business days unless the item is available for Pre-order which will be stated on the listing. (Please see our Terms & Conditions for more information on Preorders). Please note during sale periods due to an influx of orders you may need to allow an additional 1-2 business days for dispatch of orders.

International shipping: International shipping cost is dependant on your location, shipping timeframe can take anywhere from 5 working days to 3 weeks dependant on location. Customs and duties charges may be applicable dependant on your location and this is the responsibility of the buyer, by proceeding with purchase you agree to these terms. 

Delivery Times: Delivery can take anywhere from 2-7 business days depending on your location. You will be notified when your order is being dispatched and a tracking number will be given. 

Please note, country and remote areas may take longer, orders to WA can take approx 2-3 weeks. If you are in a rural or remote location or living in SA, WA & NT, an extra surcharge may apply to your shipping costs. This does not get calculated at checkout, you will be contacted via email with the option to pay the difference or receive a refund for the product(s) you ordered. Shipping ETA’s are provided by the courier company and unfortunately this is out of Willow & Beech’s hands.

We do our best to dispatch in a timely manner, once dispatched we are at the mercy of the courier companies. If you require Express Postage please contact us to arrange this in advance of your order for an additional fee.

Furniture items are sent via furniture removalists who offer a blanket wrap service. As we will need to work on their schedule this can mean delivery may take a few weeks. If you would like a rough time frame before committing to purchase please feel free to contact us. If furniture is required quickly we can obtain a freight quote but any additional charges will be payable by the customer.