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Delivery, Returns & Privacy Policy

ORDERING

To place an order via our online shop using a credit card (Visa or Mastercard). Once you have processed your order online, you will receive an email confirming that the order and payment have been received.

We can also take orders over the phone or via email if preferred. Payment for manual orders can be made by credit card (Visa or Mastercard) or via direct deposit. A receipt can be emailed to you in confirmation.

Goods paid for by direct deposit will be shipped once we have confirmation that the payment has gone through to our account.

Email: info@featherandwillow.com.au

Phone: (02) 6925 8369

DELIVERY

At Feather & Willow we want to keep shipping costs down for you as much as possible so we offer a flat rate of $9.95 and FREE SHIPPING on orders over $150.00 in Australia only.

Our aim is to deliver your purchase as quickly as possible. All orders have a processing time of 24-48 hours, and delivery is between 5 – 10 working days. You will receive an email confirming the dispatch of your order once it has been sent.

During the check out process, you should specify any special delivery instructions.

Sometimes we will have products that will be sent directly from our supplier to the customer. We will communicate the dispatch of each item with the same process as listed above.

ITEMS OUT OF STOCK

We endeavour to make sure that all products shown on our site are in stock, and that pricing is correct. If items are unavailable they will be marked as "OUT OF STOCK".

RETURNS POLICY

At Feather and Willow our returns policy is as follows;

 If you simply change your mind and the item ordered is not right for you, we are happy to exchange, provide a credit note, or a full refund.

 For a full refund, you need to contact us either by phone or email and return the item to us within 7 days of receiving it. This applies to full price items only.Refund will be processed once the goods are received. No refunds on sale items.

 For an exchange or credit note, you need to contact us and return the item to us within 14 days of receiving it.

 Any returned item must be in perfect condition, with no damage to the item or the packaging.

 Any refund amount will be less the shipping charge.

 When returning goods we recommend you use registered post or a trackable courier as we cannot accept responsibility for items lost in transit to us.

Exchange items will be processed as a new sale and a return. Place and pay for a new order online or via email, and return the original item, to be exchanged, for a refund.

Shipping charges will be waived only if the returned item is damaged or faulty.

Any credit notes issued will be valid for 6 months.

Refunds or credit notes are only processed once the original item has been returned to us.

FEATHER & WILLOW PRIVACY POLICY

Feather and Willow regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Feather & Willow users, and conforms to Internet privacy standards. If you have questions or concerns regarding this statement you should email info@featherandwillow.com.au

COLLECTION OF INFORMATION

In order to use the Feather & Willow website, we may require information from you in order to provide the best service possible. All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including email. Any information collected by Feather and Willow is collected via correspondence from you or your company. This may be via the telephone, email, mail, fax, or directly through our website.

USE OF COLLECTION OF INFORMATION

Any details collected from Feather and Willow customers are required in order to provide you with our products and/or services, and a high level of customer service. Correspondence is recorded in order to provide service references, and to assist in our staff development.

STORAGE OF COLLECTED INFORMATION

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete credit card details. We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. If you have any questions about security on our Website, you can email us at info@featherandwillow.com.au.

ACCESS TO COLLECTED INFORMATION

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at info@featherandwillow.com.au.

COMMUNICATIONS

Feather & Willow uses personally identifiable information for essential communication, such as emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at info@featherandwillow.com.au. You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share our information with that party.

THIRD PARTIES

Feather and Willow may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service. These third parties are prohibited from using your personally identifiable information for any other purpose. Feather and Willow dies not share information with third parties for any unknown or related uses.

LEGAL

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our right and/or comply with a judicial proceeding, court order, or legal process served on our Website.

LINKS 

Links to Feather & Willows site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of www.featherandwillow.com.

CHANGES TO PRIVACY POLICY

If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by email, or by means of a notice on our homepage.

FEATHER & WILLOW SECURITY POLICY

Feather & Willow uses the Secure Way Gateway Payment system for its online credit card transactions. Secure Pay processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using Secure Pay gateway are secured payments.

  • Payments are fully automated with an immediate response.
  • Your complete credit card number cannot be viewed by Feather & Willow or any outside party.
  • All transactions are performed under 128 Bit SSL Certificate.
  • All transaction data is encrypted for storage within Secure Pays bank-grade data centre, further protecting your credit card data.
  • Secure Pay is an authorized third party processor for all the major Australian banks.
  • Secure Pay at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Feather & Willow.

For more information about Secure Pay and online credit card payments, please visit www.securepay.com.au