Care Instructions, Returns, FAQs

C a r e  i n s t r u c t i o n s

Onesies, tees & jumpers:

Cold, hand-wash, dry in the sunshine. If labels start to lift you can turn the garment inside out and give me a 5-second, hot, dry, iron.

Bottoms:

Hand-washing will prevent labels from fraying, fading, and tearing, however, we know the washing machine and dryer are WAY easier.

 All fabric has been pre-washed and can be washed on a regular cycle in your machine. This may cause the &willow stamp to fade and fray, but that's how we know they're loved. Please understand if you choose to wash your items in the machine we cannot accept any responsibility for fabric (however, please let us know if there are any issues, we pride ourselves on using extremely high quality fabric).

D e l i v e r y    t i m e s 

Everything is made to order, so production time can be 5-20 business days. Please keep in mind it’s just little old me, and I am the primary carer for my little one. Purchases made on weekends and public holidays are processed the next business day and will start production from then.

(we always aim to get our orders out ASAP so it could arrive sooner than this, however each one is made to order so please note, this is an estimate).

 

R e t u r n s    &    e x c h a n g e s ​

Customers who received an item with a manufacturing fault or an incorrect item to what they ordered are entitled to either a full refund or replacement, please contact us via email if this has occurred before sending the item back. All custom orders can not be returned or exchanged as these are custom made and cannot be resold. If you have any issues or any other questions outside of our FAQ’s, please email us before placing your order.

 

W h a t   i s   a   m a n u f a c t u r i n g   f a u l t ?

Minor failures include small problems with products that do not fit into the major failure categories, for example, loose threads. I am always happy to repair your item, just get in contact and we'll organise for it to be fixed. We're about sustainable fashion here, and want you to get as much wear from your products as possible!

There is a major failure with a product when: you would not have purchased it had you known about the problem/it is significantly different from the description/sample or demonstration you were shown/it is substantially unfit for its normal purpose/it is unsafe. For purchases with major failures you may reject the goods and get a refund or an identical replacement.

 

W h a t   i f   I   c h a n g e   m y   m i n d ?

As everything is made to order, we can't accept change of mind returns or exchanges. In accordance with Australian Consumer Law, we are not required to offer you a refund for sizing, fit, change of mind, or returns. 

 

W h a t   i f   I   d o n ' t   r e c e i v e   m y   o r d e r ?

If your order doesn't arrive within 3 - 8 working days after we have sent your dispatch email then please get in touch with us & we can look into it for you.

 

W h a t   i f   I   g o t   m y   a d d r e s s   w r o n g ?

If you provided a wrong/old address, please let us know as soon as possible - by email - if we haven't yet posted your order then we can change it. Unfortunately changes to the address can't be made after posting.

If you provided an "incomplete address" (or for another reason that is not our fault) & your order is returned to us, we will email you & ask for a correct/new address. You will be asked to provide extra payment to cover the cost of re-posting (we are only a small business so can't afford to cover these costs ourselves).