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Tradings Terms

Ensuring that our customers are 100% satisfied is of the utmost importance to the Willow and Finch team. If you are in any way dissatisfied with the products you have received, we will happily organise a refund or an exchange for you, so long as the products are returned to us in a saleable condition.


Wholesale Terms

New customers are on proforma basis and have a $300 minimum. Customers who have not completed an account application form are on a proforma basis.


Making a Return

If you want to return a product to us for refund or exchange, you can do so through Australia Post. Simply request a Returns Form via email (enquiries@willowandfinch.com.au) and put it with the returning item in an envelope, satchel or box suitable for mail or courier transport.

For returns, use this address:
Returns Department
Willow and Finch
P.O. Box 339
Prahran Vic 3181

You may take Australia Post returns to a post office or mail them directly to the above address.

Please ensure that you enclose the Returns Form with all relevant details filled out.


Refunds

Willow and Finch can process a refund whether you are in Australia or overseas. We will:

- credit your credit card
- or provide an Exchange Certificate which can be redeemed on any future Willow and Finch purchase and is valid for 12 months

The amount refunded will depend on the reason for the return. If you have received:

a damaged product or the wrong product, we will be happy to refund both the product and postage and handling fee

a product that you no longer wish to purchase, only the product cost can be refunded



Exchanges

To complete an exchange, include the name, variety and cost of the new product you require on the Returns Form. If there is a difference in the price of the products involved in the exchange, please tell us how we should refund or charge you.


CUSTOM ORDERS

All custom made orders require a 50% deposit. Cancellations can only take place prior to production commencing. Any cancellations after this will results in loss of deposit in full. Custom made orders take around 10-14 weeks to produce and ship to Australia so please allow enough time for your event.


Our Security Policy

Willow and Finch wants to ensure that all of our customers can shop with complete confidence online. We have taken every possible measure to give absolute security to our customers in their dealings with us.

No one sees your credit card details. It is safer than handing over a credit card in a restaurant. Willow and Finch utilises Westpac's Emerchant credit card payment system. Westpac EMerchant protects consumers by ensuring that credit card details are revealed only to the bank - not the merchant. A consumer's confidential payment information is not stored anywhere on the network. This is known as 'need to know security'. Willow and Finch, the merchant, only needs to know that the transaction has been authorised - we never see your credit card number.

If at any time you want to know exactly what personal information any part of our web site is holding about you, you may request your details of that information by writing to us at the address below. We will endeavour to provide you with the information within three working days. If you wish to correct or update your information, please do so by post to the address below.

If you have a question regarding this privacy statement, please contact us at enquiries@willowandfinch.com.au.. Our privacy policy is subject to change at any time and without notice.

Contact address
P.O. Box 339
Prahran Vic 3181
Australia


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