FAQ

You may return items within 30 days of receiving them for a refund or exchange. To start a return, please contact our support team. Return shipping costs are the responsibility of the customer. Check our Return policy for more information.

We offer free standard shipping on all orders.

Delivery usually takes 8–13 business days, depending on the destination. At this time, express shipping is not available. Check our Shipping Policy for more information.

We accept major credit and debit cards (Visa, MasterCard, American Express, discover, JCB, Diners Club, Maestro and Union Pay). Other payment methods we offer are: Apple Pay and Google Pay

Our website displays live stock updates. If a product is available for purchase, it is in stock. In rare cases of inventory discrepancies, customers will be notified promptly.

Yes, we source our products from trusted suppliers and maintain strict quality control standards to ensure authenticity.

We stand behind the quality of our products. If any issues arise, please contact our support team, and we will work to resolve them as quickly as possible.

Yes, once an order has been processed and shipped, a tracking number will be provided. Order updates can be viewed through our tracking portal.

If an item arrives damaged or incorrect, please contact our support team within 48 hours after delivery if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. We will cover the cost if the item was damaged during transit.

Yes, we use advanced encryption and security protocols to ensure that all payment details remain confidential and protected.

We operate exclusively online and do not have physical retail locations.

At this time, gift wrapping and gift card services are not available.

Orders can be cancelled within 24 hours of purchase, provided they haven’t entered Processing.

If you’d like to cancel your order, please contact us straight away.

Contact

Opening Hours: Monday to Saturday: 8:00 AM to 6:00 PM ACST

Sunday: Closed

Email: support@willow-tide.com

Phone: +61 468134607

Reach out to us: Contact page

Store Name: Willow and Tide

Company Name: Kurzeni Limited

Company Registration Number: 78520199

Address: 74-78 Stanley Street, Central Hong Kong