Returns + Refunds Policy

So things aren’t all sunshine and rainbows, hey? Well...we CAN’T have that!

Damaged or Faulty Product

If you’ve opened your Stray Willow parcel with great joy and excitement only to find a faulty or damaged product, email us within 30 days at hello@straywillow.com.au with your order details and some photos of the damage. We'll then organise either a refund or replacement—free of charge.

Please note: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Change of Mind

If you’ve purchased some beautiful Stray Willow goodies and have changed your mind once you received them, things can be a little trickier. In this case, we can only accept returns for unopened and unused products within 30 days of purchase. Return shipping will also be at the cost of the customer, and you will assume all risk for lost, stolen, or damaged goods during transit.

Email the team at hello@straywillow.com.au to confirm you qualify for a refund before sending your items back. Please note that this policy is offered as a goodwill gesture and is in addition to your rights under ACL.

Adverse Reactions

In the (hopefully) unlikely but absolutely terrible event that one of our products causes a reaction on your skin, please email us at hello@straywillow.com.au right away with your order details and a description of the reaction. Our team will investigate further and advise on the next steps.

If the product is found to be defective or fails to meet acceptable quality, you may be entitled to a replacement or refund under ACL. Please note that our products have a best before date, so if your product has exceeded this period, we recommend ceasing use as we can’t guarantee results after this time.

Purchased Through Stockists

If you’ve purchased your Stray Willow products through one of our stockists, you will need to refer to their returns policy and contact them directly. We’re sorry for any inconvenience this may cause, but rest assured that they are bound by the same consumer guarantees under ACL.

Need Assistance?

Still not quite clear on what to do? Not to worry! Our Customer Service team is here to help. Email us at hello@straywillow.com.au with any questions you may have.

Your Consumer Rights

Our Returns Policy is offered in addition to your rights under the Australian Consumer Law. For more information on your consumer rights, visit the ACCC website.