PAYMENT OPTIONS

 

PayPal

Once you enter all your details at the checkout, you will be redirected to the PayPal website to log in & enter your PayPal account to finalise your order. 

​

Stripe

We use Stripe, a highly secure credit card processor to accept Visa, Mastercard & Amex payments.

Credit card details are not held in our system.

​

We are not able to take credit card details over the phone, all payments are required to go through either PayPal or Stripe. 

​

SHIPPING (Australia Wide)

Australia Wide: Our shipping is based on the weight of your order.

add products to cart ~ view cart which will show the postage rates and options

​

PICK UP IS AVAILABLE BY APPOINTMENT ONLY 

3 BUSINESS DAYS MINIMUM IS REQUIRED

​

pick up times are Mon-Fri 4-5pm ONLY 

If this time does not suit please use postage options

​

WE ASK THAT YOU STICK TO APPT TIME MADE.

LOCATED IN RESEARCH, NEXT TO ELTHAM 3095 - Residential

​

An email will be sent to arrange day & time. 

Order Confirmation required when picking up, thank you :)
 

​

 

​​Postage Times

 

 

Regular  3-6 business days

Express 1-3 business days

Regular Registered 3-6 business days

Depending on location.

​

EXTRA COVER CAN BE TAKEN ON TOP OF THESE OPTIONS for orders $100 + . 

​

These estimated times are from the time your parcel is posted, and not from the time you placed your order.

Business days (does not include public holidays, or weekends).

​

​

​

​

POSTAGE

We send all parcels with tracking numbers.
You have a choice of Regular, Express or Registered Postage (Signature on delivery).

I cannot replace items lost by Australia Post as once they are posted they are beyond my control, therefore we recommend registered postage or extra cover.

​

If you choose not to have registered postage (signature on delivery) Australia post will leave your parcel at your premises. once the parcel has been delivered, Australia Post records it has been delivered. If the parcel is removed/stolen from your premises australia post or willows scentials is not responsible.

​

We are NOT responsible for boxes left on your porch or designated delivery area. Without a note on your order that you require a signature delivery, your order is subject to be left at your home. If the tracking information says your order was delivered, we are not responsible for boxes that might have been stolen from your porch. It is at your risk or loss if your order is left without a signed delivery.

​​​

Please ensure you advise a safe drop off location if not using registered.

Please note the delivery times are from the time your parcel has been posted, not from the time your order is received.

You will receive all relevant tracking information once we have shipped your purchase.

​

Discount coupons are valid for 3 months. 

​

​​​

RETURNS / Changes
Because of the personal nature of handmade soap and for hygiene reasons, soaps cannot be returned. Please choose carefully, and if you have not tried handmade soap before we recommend a small order to begin with to ensure you are happy with our soap.
All of our products, candles, melts are made to order. Please ask questions before ordering as we do not accept refunds if you change your mind.
Candles/Melts: 3 BUSINESS DAYS before being posted as are custom made.

Because each product is hand made to order, we do not accept returns.

​All sales are final, refunds are not available should you change your mind.

​

We cannot change orders once submitted as all orders are made to order.
You can message us to see if it has been commenced, however if already made we are unable to change.

If there is a fault with a product/damaged during shipping please email me asap.

You may be able to claim via australia post - depending on option you chose at check out.

Claims must be made within 7 days of receipt of goods.

​

IF DAMAGED BY POST: 

Photographs are required.

These will be forwarded to Australia post, and again, is at their discretion

goods must be unused if making a claim

I strive to make my customers happy.
If you have any concerns, please contact me.

​

If a parcel is returned to us due to incorrect address on order, it is the customers responsibility to pay for the postage again.
Please ensure your order has the correct delivery information.

​

Postage & return policy is at bottom of page at check-out, please read before sending your order, thank you!