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FAQ and Terms and Conditions

Where do your Crystals come from?

We source only the best crystals from all over the world and of course within Australia. 

I ordered something but it looks slightly different? 

If we sell multiple of the same type we will often send one "similar" to what you have purchased. In an event you purchase something that has SOLD OUT or not fit for postage we will replace it with something similar of that same stone/carving.

Do the stands come with the spheres?

No, all our stands are available in the display collection. Our spheres with stands are for photographic purpose only 

How long will it take to receive my new products?

We lodge parcels with 72 business hours. If you have created an account on website, you can find your tracking details. We always refer customers to check their Email for tracking, sometimes our emails go into  - spam - The only other circumstances where your items will be posted outside our 72hr time is when there are public holidays or postage closure days making it unable to be posted. We will then post to you on the next available business day. 

Transit delivery times can be between 3-14 days depending on your area. 

What happens if I purchase but have the wrong address on my account?

Message our Facebook page immediately, or if you created an account you can log in and edit information. We ship to addresses that are supplied. If the wrong address is supplied and parcel is posted – we can apply for a return to sender, if there are cost incurred in returning and re-sending an invoice will be supplied to you to cover these. We only cover incorrect postage returns if it is deemed our error. 

Do you ship international?

Yes. Shipping is calculated at checkout however Willow and Amber is not responsible for any customs or vat charges you may incur in your own country. 

What if I require Sign on delivery?
If you require Signature on Delivery please inbox our Facebook page or email us at enquiries@willowandamber.com.au and we can add Signature on your order - This comes at an additional cost to you. 

Return Policy?
We accept returns for faulty items only. Returns must be lodged within 7 days of receiving your package. This does not include broken in transit items these must be lodged with us within 24 hours of you receiving your parcel. These cases must go through proper postage investigations before deciding the outcome of each case. 

Refund policy?

We do not allow refunds for "change of mind" if you put an order through and then request a refund we will charge a 20% restocking fee. Refunds for faulty items, will need to go through our Facebook page. Our goal is to keep our customers happy and will work with you during a refund request.