Refund policy

We hope you loved your order, however if something wasn't quite right please read the following returns policies so we can assist you as quickly as we can.

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase ie, packing slip and reason for return. 

You will be required to pay your own postage. We strongly recommend sending your items back to us using a tracked method of postage as we cannot be held responsible for items lost in the post.  

To start a return, you can contact us at info@lunaandwillowcollective.com.au If your return is accepted, we will advise you on the returns process 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. If items are returned to us without having been approved first and outside of timeframe, the item will be returned to sender without a refund.

You can always contact us for any return question at info@lunaandwillowcollective.com.au  We are more than happy to help.

Damages and issues
We take great care in packaging your goods safely. In the unfortunate event that your items are damaged in transit through our carrier, we cannot accept responsibility.  All complaints are to be forwarded directly to our carrier.

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.

We cannot accept returns on Candles.

Unfortunately, we cannot accept returns on sale items, special promotions or gift cards. So please shop carefully.

NOTE: Due to current COVID-19 situation shipping times may experience some delays. Should your parcel be delayed by Australia Post this is out of our control and is NOT a reason for a refund. Your parcel has been sent by us and your contract with Luna & Willow Collective has been complete. 

Exchanges
The fastest way to ensure you get what you want, make a separate purchase for the new item, then follow the returns policy for the item you are wanting to return. We do not provide exchanges due to the nature of being an online business only. 

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. You only be refunded the cost of the item and not original postage. No refunds or exchanges on sale items/during sale periods.