FAQs
FAQ
We know shopping for little people can come with lots of questions, so we’ve answered some of our most common ones below. If you can’t find what you’re looking for, feel free to give us a call on 0452 380 136 between 10am–4pm or email us at hellowillowstore@gmail.com — we’re always happy to help.
Where are you located?
You’ll find us at 143 Ormond Rd, Elwood VIC — just across from Combi Coffee.
What are your in-store trading hours?
Sunday & Monday — 10am–4pm
Tuesday – Saturday — 10am–5pm
We close on most public holidays, so keep an eye on our Instagram for updates.
What is your turnaround time?
We process online orders every morning Monday through Friday and ship every afternoon (excluding weekends).
Most orders arrive within 2–4 business days after purchase.
We use Australia Post, with a flat rate shipping fee of $10 Australia-wide.
Orders over $150 receive free shipping.
Are your products Australian or New Zealand made?
All of our brands are either designed, or designed and made, in Australia and New Zealand. Some labels manufacture internationally, but we always try to work with brands that have a thoughtful and ethical approach to production.
How do I make a purchase online?
Once you’ve found something you love, simply click “Add to Cart”. From there you can head to checkout, enter your details and place your order securely online.
Can I cancel or amend my order?
Unfortunately, once an order has been placed we’re unable to cancel or make changes to it, as we begin processing orders quickly.
How do I find a specific item online?
You can use the search tool on our website or browse by style, size, brand or category using the website filters.
What if something is out of stock?
Out of stock products will display an “Out of Stock” label online. Feel free to contact us to see whether we can reorder a specific item for you.
Do you offer gift vouchers?
Yes! Gift vouchers are available to purchase online and can be emailed or posted depending on your preference.
Gift voucher codes can be entered at checkout. If you run into any issues, please contact us and we’ll happily help.
Still need help?
We’re always happy to help with any questions, concerns or gifting advice. If your question wasn’t answered here, feel free to email us at hellowillowstore@gmail.com or give us a call on 0452 380 136.