General FAQs

1.     When and how can I order?

You can order via this website at any time.

2.     What payments do you accept?

All our online payments are processed securely through Stripe or PayPal. Through this we accept credit cards (Visa, MasterCard, Debit Cards) or a PayPal account.  Please note that you do NOT have to have a PayPal account to pay using a credit or debit card. We also accept direct bank transfers – when you select this option our bank details will be emailed to you with your order confirmation.

Additionally, we offer Afterpay, so you can have it now and pay for it later.

3.     How soon will my order be processed?

If you order before 11am (Mon – Fri) your order will processed that same day.

4.     How long will my parcel take to arrive?

All parcels are sent via our courier network. We will email you tracking information once your order has been shipped.

5.     Do you have an actual store that we can come to?

We are an online store only.

6.     What are your shipping rates and returns policies?

Check out our shipping and returns page for all info regarding this.

 7.     Do you ship internationally?

No, due to the high costs associated with shipping bulky items overseas we do not offer this option.

8.     Can I change my order?

Yes you can, provided it has not already been packed and shipped.

Gift Card FAQs

1.     How do you send the gift card?

We’ll send the eGift card by email to you or your recipient on the date nominated.

2.     Are gift cards transferrable?

Yes, gift cards can be transferred to another person.

3.     What can I spend my gift card on?

Spend the gift card on any merchandise within Willow and Bell. Gift cards cannot be redeemed for cash.

4.     Does the gift card expire?

Yes. Gift cards must be redeemed within 24 months of the issue date.

5.     Can I get a refund?

We don’t issue refunds so, treat the gift card like cash.

6.     Can I pay with credit card?

Yes. Pay by credit card selecting the PayPal  option at the cart checkout.

7.     Do I need a PayPal account?

No. You don’t need to have a PayPal account to pay with your credit card.

8.     Can I spend more than the value listed on the gift voucher?

Yes. When you enter your gift card code and click APPLY COUPON, the value of the gift card will be deducted off the cart total. Any remaining balance may be used on a separate occasion.