Refund policy
Change of Mind Returns
We accept returns for change of mind on full-priced items within 14 days of receiving your order.
To be eligible for a return, your item must:
- Be unworn, unwashed and unused
- Have all original tags attached
- Be returned in its original packaging
- Be free from perfume, makeup, deodorant, stains, pet hair or any other marks
Once your return has been received and approved, you may choose either:
- A refund to your original payment method, or
- Store credit (if preferred)
Original shipping charges are non-refundable.
Customers are responsible for return shipping costs unless the item is faulty or incorrect.
Pre-Order Items
Many Willow Rue pieces are produced as pre-orders to reduce waste and support thoughtful production.
Please note:
- Pre-order delivery timeframes are estimates and may vary slightly.
- By purchasing a pre-order item, you acknowledge and accept the stated production timeframe.
- Once a pre-order has been placed, cancellations or changes cannot be guaranteed as production may have already commenced.
If your pre-order arrives and isn't suitable, our standard returns policy still applies.
Sale Items
Sale, promotional and clearance items are final sale and cannot be returned unless they are faulty or required by Australian Consumer Law.
Faulty or Incorrect Items
We take great care in ensuring every order meets our quality standards.
If you receive an item that is faulty, damaged or incorrect, please contact us within 7 days of receiving your order.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the item
If your claim is approved, we will provide a replacement (where available), repair, exchange or refund in accordance with Australian Consumer Law.
Return Process
To request a return, please email:
Include:
- Your order number
- Full name
- Reason for return
Once approved, we'll provide instructions on how to return your item. Please do not send returns until your request has been approved.
Refund Processing
Once your return has been received and inspected, you'll be notified of the outcome.
If approved, refunds are processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.