FREQUENTLY ASKED QUESTIONS

SHIPPING

At this stage Twisted Willow Homestore currently ships within Australia only.

Shipping is capped at $10 for standard items, however for larger items shipping is calculated by weight and destination. Please contact us for a quote prior to checkout.

All orders are shipped within 1-3 business days, unless specified in the item description online.

PICK UP

If you live within the Tumbarumba area you may select the local pickup option. Please note this is strictly for locals only and online purchases must be collected from Twisted Willow Homestore within 7 days from the purchase date.

ONLINE RETURNS POLICY 

If for any reason you wish to exchange or return your online order, please email twistedwillowhomestore@gmail.com and we will reply promptly with instructions on how to make a return.

Returns must be made within 14 days of the customer receiving the product and no refunds or exchanges will be provided without proof of purchase. Twisted Willow Homestore will only accept items that have not been used and are in original condition with original packaging. 

Once returned item has been received by Twisted Willow Homestore, a refund will be credited to the card used for payment within 7 business days, this may vary depending on customers bank processing times. Please note postage costs will not be refunded, only value of goods purchased.

If you would like to return your item for exchange, the customer is responsible for the shipping costs both back to Twisted Willow Homestore and for the new delivery. 

Please note that the above policy applies to ONLINE purchases only. 

SALE ITEMS

Unfortunately sale items will not be accepted for exchange and cannot be returned for a refund, only regular priced items may be accepted.

FAULTY ITEMS

If the item you have purchased from our online store is faulty, please contact us to arrange a return.

Twisted Willow in store Layby terms and conditions are as follows:

Term

Layby is available in store only on an 8 week term and must be paid in full. As invoices are used as our lay-by system, payments must be made by cash only.

Collection date

Laybys must be collected by finalisation date printed on the receipt.

Minimum Value

Layby is available on purchases of $40 or more.

Deposit

A 10% deposit of the total of the layby is required on each layby.

Payments

Regular fortnightly payments must be made.

Cancellation

Failure to make payments when they are due or collect laybys by the due date will be treated as cancellation of the layby by the customer. In these instances, the customer will be entitled to a refund of the monies paid. Customers will need to return in store with their original layby receipt in order to cancel and refund their layby.

Exclusions

Layby is not available for online purchases, on clearance items, discontinued products and gift cards.

Non Modification

Individual items may not be added, removed or separated from a layby.