Shipping & Refund Policies

We all don't love the nitty gritty... But with placing an order, you agree and are bound to our T&C. So please read them carefully to avoid disappointment.

Shipping

We aim to ship every parcel off in 5-7 working days with either Sendle or Auspost. You will receive a tracking email to the email address provided from the courier company. Please note, that there's no courier service on weekends and public holidays.

If you have any shipping note, we will try to accommodate them, please leave the in the note section at the checkout.

You are responsible for providing the correct shipping details. If you see an error, please let us know at hello@willowspantry.com.au. If your order hasn't been shipped yet, we will change the address on it, however if it has been shipped it is your responsibility to have it redirected through the shipping agent at your own cost.

Please note we take no responsibility for damage occurred whilst in transit. If damage occurs, please make a claim with the shipping company.

In case of an unsuccessful delivery attempt, it is your responsibility to pick up the parcel from the post office or newsagency. Please contact the courier company. 

 

Returns

For all order returns and refunds please contact us at hello@willowspantry.com.au.

It is within your right to ask for a replacement or refund under the Australian Consumer Law consumer guarantees in case of a faulty item.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We cannot accept opened and used items.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notification. If your refund gets approved, it will be processed and a credit will automatically issued to your original method of payment.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Product Faults

Whoops, shit happens. Please let us know, if something doesn't seem right and we're happy to have a sniff and find a solution. Please note, that the nature of product (too soft/too hard) or fussiness is not a product fault. We do not offer refunds for "my dog doesn't like it".

Carob & Yoghurt

Please have in mind, that carob & yoghurt buds and iced cookies can melt in humid or hot weather. This is normal and and not eligible for a refund or return.
We aim to ship off during cooler periods.


Doggy Cakes

Cancellations

If you cancel your order >7 days before collection of your cake, any deposit paid will be transferred as a store credit which can be used for any future cake orders within 3 years.

If you cancel your order within the week of collection of your cake, no refund or store credit will be issued. Please understand, that we have purchase ingredients and are not able to rebook the free spot on short notice and these are expenses to the business.

Covid-19 clauses:

With short notice lockdowns being announced, it can be hard to plan a party. In case of a lockdown we offer

- for not prepared/finished cakes a free cake postponing or a store credit to use in 12 months after being issued for either cakes or anything available in store.

- for finished cakes we can't give any credits or refund. You will be responsible to pick up or arrange delivery at your own cost.

Appearance

As per product description, doggy icings can crack and colours blur, if cakes are stored longer than one day. This is normal and doesn't impact the shelf life of the cake. It's simply no preservatives.

We don't take any liability for transport damages or damages occurring due to wrong handling. Please ask, if unsure how to transport your doggy cake. We're happy to help!

Not picked up cakes will be destroyed after 3 days, no refunds are given.