FAQ
Check out our Frequently Asked Questions below. If you still need help please contact us.
Shipping
Where do you ship to?
We deliver Australia wide and we send all our parcels with Australia Post.
How long will my order take?
Our turn around time is 1-2 weeks, depending on the product and not including postage time.
How long does shipping take?
We offer standard and express shipping. On average standard post takes 5-8 business day and express 2-3 business days. Please see our shipping policy for our rates.
What should I do if my order is missing?
If your order has been posted and is missing (tracking hasn't updated or it has been delivered to the wrong address), please contact Australia Post with your concerns.
Returns
How do I return an item?
Orders must be returned within 14 days after receiving. Please go to the contact us page to lodge a return. We will then ask you to post the item back to us, where we will inspect it and decide if you are eligible for an exchange or refund. We will then initiate the next step in either of these procedures, or return an unsatisfactorily returned item to you. Personalised items cannot be returned.
What do I do if my item is faulty?
Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and Burns & Willow has the right to refuse a refund on these grounds. If your item is faulty, please head to the contact page within 7 days of receiving the product with your name, order number and any images you can provide of the faulty item(s).
General
Can I cancel my order?
Yes, but not if your order has already started being made.
Can I amend my order once it has been placed?
Yes, but only if you ask for the amendment immediately, as your order may already be in production or have been shipped. We reserve the right to refuse an order amendment.
Can I get a refund if the price has changed or the item has gone on sale since I ordered it?
As a business we are constantly changing our prices to meet sales demand and other various reasons. This means that if the price has changed since you ordered or the item has gone on sale, we are unable to refund the price difference.
Do you offer wholesale?
Yes! Please contact us by heading to our contact us page.
Where are your products manufactured?
All our products are handmade by us in Australia.