FREQUENTLY ASKED QUESTIONS

SHIPPING

At this stage Twisted Willow Homestore currently ships within Australia only. All orders are shipped within 1-3 business days, unless specified in the item description online.

Once a parcel has left Twisted Willow Homestore, it is the property of Australia Post, however if your parcel does not reach you within our delivery time, we will do all we possibly can to track and find your parcel for you.

The tracking number is sent to you once your parcel has been sent so we advise to keep an eye on your parcel.

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

We want you to feel confident shopping with us, if something isn’t quite right, we’re here to help.

FUL PRICED ITEMS

If you need to return a full-priced item, we offer a store credit to use on a future purchase. Items must be returned to us within 14 days of delivery, unworn and with original tags attached. Return postage is at the customer’s expense.

Once your return is received and approved, your store credit will be issued and can be used online. Original shipping costs are non-refundable for change of mind returns, and store credits apply only to the item purchase price.

SALE ITEMS

Sale items are final sale and are not eligible for return, exchange, or store credit, so we recommend choosing carefully.

FAULTY ITEMS

In the unlikely event your item is faulty, a refund will be provided in line with Australian Consumer Law

EXCHANGES AND SIZING

If you’d like to exchange for a different size, we’re always happy to help where stock allows. If your preferred size is available, we can issue a store credit so you can repurchase the correct size easily.

If you’re unsure about sizing before ordering, feel free to reach out — we’re more than happy to help you choose the best fit.

MORE DETAILS

SALE ITEMS - We do not offer credit notes or exchanges on sale items. So choose carefully. Sale items are a final sale and returns will not be accepted for a change of mind we're sorry, these are at such a low price we hope you understand.

FAULTY ITEMS- If the product is faulty, please email us at twistedwillowhomestore@gmail.com to organise a refund or replacement for the faulty item. This will be for manufacturing faults only, not wear and tear.

EXCHANGE & RETURNS - All items must have tags still on, not worn and still in brand new condition to get an exchange. If we don't have the correct size in stock to give an exchange on the same style we will issue you a store credit to you for the amount paid. The item must have tags, be unworn, unwashed and be in the original condition to be able to exchange. The postage cost to have this item returned is on you to have sent back when repurchasing the item. We hope you understand.

HYGIENE - Twisted Willow Homestore unfortunately do not offer credit notes or exchanges on jewellery, socks, or personal items including skincare unless the goods are deemed to be faulty by the manufacture. Shoes that are returned for exchange must be unworn and in the original shoe box with the packaging on shoe.

STORE CREDIT - Store credit on a return/exchange product will be the price you paid for the product (if there was a discount applied or on sale you will not get more than what you paid for the item).