Returns, Exchanges, Lost & Damaged

As a small business and full time mum and dad. We understand that children sometimes develop preferences for products. We do our best to develop products your child will love, but we do not guarantee this. Unfortunately, returns and exchanges can only offered for if your purchase falls within the conditions below. We would also encourage you to check our FAQ's in case the issue you are encountering can be easily solved. 

If your product falls within the conditions below then please contact us directly at Unfortunately at this time we are unable to process these requests via social media. 


Once the items have been shipped Willow & Mummy take no responsibility for any lost or damaged parcels. All lost, damaged or parcels claimed as delivered are to be taken up with the carrier. We are happy to assist with your claim process if you have questions.


Our policy states 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Gift cards are non-refundable. To complete your return, we require a receipt or proof of purchase. Any item not in its original condition, damaged, used, missing parts for reasons not due to our error or returned more than 14 days after delivery is not eligible for a refund. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 business days.

If you haven’t received your refund, first check your bank account again then contact your banking institution. It may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at 


We ship most items out within 24 business hours. Our shipping labels are printed using either Australia Post, Couriers Please or Fastway. You will generally have your product with 3-7 business days. If there are any issues with this please contact our team. 

To return your product, please contact us. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.