AFTERPAY NOW AVAILABLE ON ALL ORDERS. FREE STANDARD SHIPPING OVER $150 & FREE EXPRESS SHIPPING OVER $200

Returns Policy

At Hazel & Willow we pride ourselves on high quality items for your little ones and are committed to customer service. If you receive an item that you are not completely satisfied with as it is the wrong size or fit or if an item is damaged or faulty, we are happy to assist you with a refund or exchange.

Please note that our returns policy forms part of and must be read in conjunction with the Hazel & Willow terms and conditions. We reserve the right to change this returns policy at any time. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise, then please report to us as soon as possible so that we can assist.

ALL SALE ITEMS ARE FINAL. NO RETURNS OR EXCHANGES WILL BE ACCEPTED ON SALE OR DISCOUNTED ITEMS.

All sales items or discounted items are final unless an item is proven to be damaged or faulty, in which case you are entitled to request a refund.

EXCHANGE

If you receive an item that is the wrong size or doesn’t fit right, that’s ok we’re here to help. We can provide you with a replacement subject to availability or you may choose to have an online credit note issued, the choice is yours! We do not exchange items simply for change of mind.

For an exchange to be processed the following must be adhered to:

  • Complete the online returns form here with all requested information within 21 days of receiving your order.
  • Once we receive your completed online returns form with request to exchange an item, you will receive instructions on how to send your item back to Hazel & Willow.
  • Items must be sealed and sent back to us via Australia Post within 28 days of receiving your order.
  • Please note that the cost of shipping for items being returned for exchange is at the expense of, and the responsibility of the consumer.
  • Items must be returned in their original condition and must have all tags still attached.
  • We advise that you send items for return via registered post or an alternative tracking system as we do not guarantee that we will receive your item and are unable to process returns if the item is not received.
  • Hazel & Willow will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.
  • Any items returned to us that appear damaged, worn, dirty, stained, washed or altered will be kindly returned back to you and returns will not be processed.

REFUNDS

If you receive an item that is damaged or faulty, we are happy to provide you with a refund or you may choose to have a replacement item. You also have the option to request an online credit note, the choice is yours!

For a refund to be processed the following must be adhered to:

  • Complete the online returns form here with all requested information within 7 days of receiving your order.
  • Once we receive your completed online returns form with request to return an item, you will receive instructions on how to send your item back to Hazel & Willow.
  • Items must be sealed and sent back to us via Australia Post within 14 days of receiving your order.
  • Items must be returned in their original condition and must have all tags still attached.
  • We advise that you send items for return via registered post or an alternative tracking system as we do not guarantee that we will receive your item and are unable to process returns if the item is not received.
  • Hazel & Willow will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.

WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?

  • We are more than happy to refund postage costs to return an item where the return is required due to our error for example:
  • If the item is damaged or faulty; or
  • If we sent you the wrong item.

WHAT HAPPENS NEXT?

  • Once we have received your completed online returns form you will receive instructions on how to send your item back to Hazel & Willow.
  • When we receive your return item/s, they will be inspected. If the items meet our exchange or refund requirements, we will provide you with a refund or exchange. If they do not meet our requirements, they will be returned to you and tracking number will be provided.
  • Refunds and exchanges will be processed within 14 days of being approved.
  • Note that replacement delivery timeframes are subject to stock availability, you will be contacted if the item you have requested is no longer available, in which case you will be provided with a credit note.
  • Your funds will be refunded via the same method of purchase, or if you have chosen an online credit note will be issued. We will organise a refund or replacement or amendment depending on the option you have selected. 
  • If your purchase was made via AfterPay you will be contacted by AfterPay with details of your amended payment.