Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at avaandthewillow@gmail.com Please note that return shipping is at customer's own cost

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at avaandthewillow@gmail.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at avaandthewillow@gmail.com

Ava and The Willow  does not accept returns due to a change of mind. You may request a refund or store credit if you believe the product you have received is faulty.

Ava and The Willow exercises quality control procedures during the manufacturing process, to ensure that all our products meet our quality standards. Occasionally, product faults can still occur and may remain unnoticed.

If you happen to receive a faulty product, you may request a store credit or refund within 5 business days of your order receipt. Hence, we strongly advise that you thoroughly check all items in your order upon receipt. Return requests will not be accepted after 5 days of you receiving your order. 

All return requests must be approved by the Manager of Ava and The Willow to ensure the garment hasn’t been damaged in customer care. We reserve the right to refuse any returns if they are not of a manufacturing fault and/or if the product is deemed to have been damaged under the customer's care, for which Ava and The Willow holds no responsibility.

Please note, that we maintain the right to replace or repair faulty products where possible.

For your return request to be approved, faulty items must meet the following criteria:

• Items must be in their original condition, labels and swing tags still attached and in their original packaging.
• Items must be unworn, unwashed, and free from odour, makeup and stains.

 

 

If the return items do not meet the criteria stated above, Ava and The Willow maintains the right to deny your return.

Please note, that if the images submitted for the return request are inadequate, we will not be able to process your return. It is crucial that you provide us with clear images and information.

Once your return request has been approved, you may ship the product back to us. Please note, returns must be shipped within 14 days after the return request has been approved.

All returns for online orders placed with a click-and-collect option must also be shipped to us via Post or courier, with tracking details. You agree that you will provide us with the tracking number and carrier details. You acknowledge that we will not accept in-person returns at our Sydney showroom

In the parcel with the goods you are returning, please include any printed tax invoices/packing slip you received with your order. It is your responsibility to ensure the parcel is packed adequately to avoid any potential damage and sealed with a shipping label.

If the items you returned sustain any further damage, we will cancel your return request. Returned items must be in their original packaging, in their original condition, with original swing tags and labels attached.

Please allow 5 business days for us to review and approve the return. We will be in touch via email once your return request has been approved. Ava and The Willow holds no responsibility for any loss or damage to parcels returned to us and is unable to process returns that are damaged or lost. If your return request has been approved, please allow at least 7 business days to process the refund or issue a store credit.