Return Policy

Due to the personal nature of our products and hygiene reasons, we do not offer returns on our products unless they are faulty / damaged, a major problem exists, or the incorrect products were received.

According to the Australian Consumer Law, a product has a major problem when:

  • it has a problem that would have stopped you from buying it if you’d know about it

  • is significantly different from the sample or description

  • is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time

  • doesn’t do what you asked for and can’t easily be fixed within a reasonable time

  • it is unsafe as a result of the problem

We make every effort to ensure your product arrives in an excellent condition, however please inspect your purchased products upon delivery as we cannot guarantee their handling during shipping. If your parcel has been damaged during transit, you must lodge a claim within 1 business day of the parcel being delivered as per Sendle’s Cover Policy. If you have any other issues with your order, please contact us at willowandferncreations@gmail.com within 5 business days of receiving your order. Please include your order number and photos of the product, photos of the packaging and whether you’d prefer a replacement or a refund. You’ll need to provide a proof of purchase. We will notify you of the acceptance or rejection of your return. If the return is accepted, we’ll send you instructions on how and where to send your return package. The order amount (excluding the shipping cost) will be processed back to the original payment method.

We do not accept returns for change of mind so please choose carefully. We individually handcraft our products in small batches and try our best to maintain consistency, however slight variations will occur in size, weight, scent level, design and colour to the image of the product shown on the website, therefore minor imperfections or soap “sweating” will not be accepted as a reason to return a product as this does not affect the quality.  Colours of our products may vary on different computer monitors and devices. Further to this, we do our best to describe the scent, but we do not offer refunds based on your dislike of the scent of a product.