Shipping & Returns

SHIPPING

Where do you ship?
We ship within Australia, New Zealand, UK, Ireland, USA, Canada and China.

How much is shipping?
Within Australia you have three shipping options:

Standard Post - Australia My Post Business Rates
Free standard shipping for Australian orders $200 and over
Express post shipping - Australia My Post Business Rates.

Shipping Internationally is charged at standard or express My Post Business shipping rates.

When will you ship my order?
We ship every weekday. If you order before 12pm we will ship your order the same day. If your order contains a pre-order item, please see below pre-order shipping details.

What if I ordered something on pre-order?
If you ordered an item on pre-order we will ship it as soon as possible after we receive it into stock. We will note in the product description when we expect that to be. If you order items that are in stock at the same time, we will hold those items and ship your entire order once your pre-order item(s) come into stock. If you would like in stock items shipped separately, please order pre-order items in a separate transaction.

How do you ship items?
We ship via Australia Post with tracking.

RETURNS

Return, Refund, and Gift Card Policy
Latest update 01-01-2024
Returns for Exchange or Store Credit:

With the exception of dummies, nappies, and wipes (for health and safety considerations), Jack and Willow offers a streamlined process for item exchanges or store credit. To ensure a seamless transaction, kindly adhere to the following conditions:

Ensure your item(s) remain unused, unworn (if applicable), with all tags and original packaging intact, maintaining a saleable condition.
Sale items are not eligible for exchange or credit.
Submit your return request via email within 7 days of receiving your order.

Upon approval, please follow these steps:

Package your item(s) securely for transit.
Utilize a tracked service with insurance; please note that Jack and Willow cannot assume liability for return parcels not received.

Our return processing timeline is within 5 business days. While you are responsible for covering the shipping costs, customers using PayPal may be eligible for a refunded shipping option. However, it's essential to note:

Availability of exchange items is not guaranteed; we will promptly contact you for further guidance if necessary.
Our policy strictly adheres to the Australian Consumer Law, offering exchanges or store credit exclusively in lieu of refunds for change of mind scenarios.

Order Cancellation:
Regrettably, due to the volume of orders, Jack and Willow is unable to cancel an order once placed. However, you may return the order following the outlined process for an exchange or credit.

Refund Policy:
In adherence to the Australian Consumer Law, Jack and Willow is committed to providing refunds as necessitated by statutory obligations. Return shipping costs in these instances will be borne by Jack and Willow. However, refunds generally do not apply to:

Parcel delivery delays by our shipping provider.
Perceived color variations between the item received and its digital representation.
Instances of change of mind, fit, or appearance unless the item is determined to be faulty.

Please note that customers are responsible for the return shipping costs, and Jack and Willow will only refund them in cases of valid reasons.

Gift Card Non-Refund Policy:
Gift cards issued by Jack and Willow are non-refundable and do not hold cash value. They are expressly non-exchangeable for cash or alternative items.

Non-Approved Returns:
Returns initiated without prior approval will prompt communication with you to determine the preferred course of action (return at your cost or destruction). Items returned without original packaging, tags, or due to an incorrect address incur a $14.95 restocking fee, along with re-delivery costs.

For any concerns pertaining to refunds under Australian Consumer Law, please contact us at hello@jackandwillow.com.au for expeditious resolution.

Let customers speak for us