1. We offer refunds based on consumer guarantee act and fair-trading acts.
2. If we fail to supply or ship out an order within 72 hours, you may request a refund and we will honor it without restocking fees.  To request a refund please email us.
3. If you order with us online and we are missing more than 50% of your products we will refund the entire order at your request, otherwise we will offer a substitute, credit note or refund of the missing item.
4. We offer credit notes and replacement items.
5. We do not automatically offer change of mind refunds/ credits or refunds due to customer error or assumptions. When we do choose to offer a refund due to exceptional circumstances, we do not refund handling, shipping fees or any merchant fees. To request a refund please email us.
6. For approved refunds where we are not obligated to refund, we may take up to 5 days to process. It will then be up to the merchant and bank processing times for you to receive any money back.

 

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.

1. If any goods arrive damaged, please email us.
2. Please do not throw away the parcel or box in which the product came as the freight company may need to inspect it.
3. The damaged parcel must keep in the condition received by you with all original packaging, together with all packing slips. 
4. Clear photographs of the damaged product/ parcel will help us to assist you. 
5. We bear no responsibility for items not reported as a damaged parcel in 24 hours once delivered.

IF THERE ARE ITEMS MISSING FROM YOUR ORDER

1. First please be aware that if your order was over a box size it may have been sent in more than 1 box. Check the corner of your item to see if it is marked with something like 2/3.
2. You must report it to us within 5 days of receiving the parcel; we will investigate with the packer at our warehouse first and send you the missing item if it is proved to be our mistake. We bear no responsibility for items not reported as missing in the five working days following delivery. Request a replacement by emailing us.
3. If you don't receive your items at all
4. You must report it to us via email.
5. We may then contact the freight company to investigate or advise you to do so.
6. We freight at your risk. In most circumstances if the goods have been damaged in transit, we will issue a credit note or replace the item and take on the freight company ourselves.
7. We generally have to wait for the freight company to advise us of the damage. 

To start a return, you can contact us at sharlotte@willowscustomgifts.co.nz. 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 sharlotte@willowscustomgifts.co.nz

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.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If you are in doubt about your order arriving in time, we do offer click and collect.