We want you to love your Willow & Thorn pieces. Because we sell body jewellery, some hygiene rules apply to returns, alongside your rights under the Australian Consumer Law.
Change of mind
For hygiene and safety reasons, we are unable to accept returns or exchanges on jewellery that has been opened, worn or removed from its sealed packaging. Please choose carefully, and reach out before ordering if you are unsure about size, gauge or fit. We are always happy to help.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged, or is not what you ordered, you are entitled to a replacement or refund under the Australian Consumer Law. Please email us within 14 days of delivery with your order number and a photo of the issue, and we will make it right.
How to make a claim
Email info@willowandthorn.com.au with your order number and details. For approved returns we will send instructions, and where a return is required for a faulty item we will cover reasonable return postage.
Refunds
Approved refunds are processed to your original payment method, usually within 5 to 10 business days. Nothing in this policy limits your rights under the Australian Consumer Law.