Shipping + Returns
IMPORTANT COVID-19 UPDATES
IMPORTANT COVID-19 UPDATES
We are open and working hard to process all Canadian orders! However, please be aware that there will likely be some slight delays with our processing and delivery timeframes. We appreciate your patience and understanding.
We're currently sending internationally to the countries that are available for us to do so. Please be aware that there may be some slight delays with our processing and delivery timeframes.
Thank you kindly for your patience and understanding.
We are located in Canada. We ship both nationally & internationally. If you don’t see your country's shipping option at the checkout, please contact us for a shipping quote.
We offer local pickup from our shop in Kitchener, Ontario. Simply select the 'Local Pickup' option at checkout and contact us to arrange a suitable time for pickup.
*****PLEASE NOTE WE ARE EXPERIENCING DELAYS DUE TO LARGE VOLUME******* RIGHT NOW DISPATCH TIMES ARE 5 - 10 DAYS
Orders will be dispatched within 3 – 5 business days unless otherwise stated.
Once your order has been dispatched, you will receive a notification email which will include a tracking number and link where you will be able to track your order.
Free Shipping is applicable to orders over $250 within Canada. The discount will be automatically applied at the checkout, as long as the cart meets the following requirements:
- The order must meet a minimum amount of $250
- The shipping location must be within Canada. (Please note: Willow + Hudson reserves the right to cancel this offer for certain locations at their discretion, as there are some very remote locations that unfortunately are not available to our courier service.)
- Moses Baskets are not included in this free shipping offer.
Once your order has left us, any delays caused by the delivery company are outside of our control and we cannot be held responsible. We will do our best to assist with any issues that do arise. Expected shipping times are an estimation given to us by the delivery companies and may vary depending on locations. Some countries may have their own custom charges or fees, and it is the customer's responsibility to be aware of and to make payment to the appropriate bodies to receive their parcel. If this is not attended to, the parcel will likely be denied entry and 'returned to sender' (RTS).
RETURN TO SENDER
It is the sole responsibility of the customer to enter their correct address as well as collecting their parcel from the collection point (if applicable). If the parcel is unable to be delivered due to the customer's error and therefore returned to sender (RTS), we will contact the customer with options for re-shipment at the buyer’s expense.
If you would like to cancel an order and receive a full refund, you may do so as long as the order has not yet been processed & shipped. Please contact us at firstname.lastname@example.org
We also reserve the right to cancel and fully refund any orders at our discretion.
Please choose your items carefully as we do not offer exchanges or returns for change of mind or for any items that have been bought at a discounted or SALE price.
FAULTY OR DAMAGED ITEMS
If there is a fault with the product please contact us at email@example.com within 7 days of receiving your item to notify us of an intended return or exchange, and we can help you with the process.
We will happily replace the product (stock allowing) free of charge or provide a full refund. All goods must arrive back to Willow+Hudson in their original condition with the original labels and tags attached. Any goods that have been damaged or altered from their original condition are not eligible for return. We recommend obtaining tracking on your return parcel and keeping a copy of your receipt or proof of shipment, as we cannot process a return without physical goods or proof of delivery. We aim to process returns within 3 to 5 business days of your order arriving back to us.
For faulty items that are returned, a refund for the return postage costs will be issued (please keep a copy of the receipt as proof).
All pricing displayed on www.willowandhudson.ca is in Canadian Dollars (CAD) by default. You can view the approximate rates in alternate currencies by using the dropdown menu at the top of the website, however this is for estimate only and any charges made at checkout will be in CAD. All prices displayed are exclusive of delivery charges and taxes (delivery charges and taxes will be added at the checkout). Delivery is FREE for all Canadian orders over $250 some exclusions may apply.