FAQs
We understand you may have questions about shopping with us. So, here are the answers to some frequently asked questions. If you can't find an answer to your question here please contact our store on 0452 380 136 between 10-4pm, or email us at hellowillowstore@gmail.com we'd love to help you with your enquiry.
Where are you located?
Our store address is 143 Ormond Rd Elwood, VIC - just across from Combi Coffee.
What are your in-store trading hours?
We are open from 10am-4pm Sunday and Monday. Tuesday to Saturday we are open 10am to 5pm.
We will close most public holidays, please check our Instagram page or website for updates - www.instagram.com/hellowillowstore
What is your turn around time from when I order?
You can expect to receive your delivery between 2-4 business days after you’ve made your order online. We process online orders every morning Monday through Friday. We ship orders every afternoon except Saturdays and Sundays. Your order will be processed the day after you make your order. We use Australia Post and courier services to deliver your items and there is a $10 flat rate charge for standard items within Australia. All orders over $120 will receive free shipping.
Are all your products made in Australian and New Zealand?
All of our products are either designed, or designed and made in Australia and New Zealand. Some of the brands we stock have their apparel and accessories manufactured internationally. We try our best to be associated with brands that have an ethical approach to their supply chain.
How do I make a purchase online?
Once you have found an item that’s just right, simply press 'ADD TO BAG'. A pop up box will appear on your screen, giving you the option to go to your shopping bag. From there, you can enter all your details to finalise and place your order.
Can I cancel my order?
Unfortunately, we are unable to cancel or amend an order once it has been placed.
How do I find a specific item on your online store?
You can look for an item by using the ‘Search’ tool on our website. Alternatively, you can filter by style, size, brand or category using the tabs on our website.
What happens if a product I want is out of stock?
If a product is out of stock, it will appear with an ‘Out of Stock’ banner on the website. Please call our store to see if we can order in a specific item for you.
Can I purchase or redeem a gift voucher?
Gift vouchers are available for purchase online. Our gift vouchers are emailed or posted to whichever address you indicate when you order. If you wish to redeem a gift voucher, you can use your gift voucher code during the checkout process. If you have any issues purchasing or redeeming a gift voucher, please call us on 0452 380 136 or email us at hellowillowstore@gmail.com
My question was not answered.
We are always happy to take calls for any questions or concerns you may have. If your enquiry was not answered by the list of FAQs or the info contained within the Terms & Conditions section, you can email us at hellowillowstore@gmail.com or give us a call on 0452 380 136.