Terms and Conditions

Article 1 – Definitions

Withdrawal Period: The period during which a consumer may exercise their right of withdrawal.

Consumer: A natural person who enters into a distance contract with a business for purposes outside their professional, commercial, or business activities.

Continuing Performance Contract: A distance contract relating to a series of products or services for which obligations arise over a specified period.

Right of Withdrawal: The consumer’s right to withdraw from a distance contract within the applicable withdrawal period.

Business: The natural person or legal entity that offers products or services to consumers remotely.

Distance Contract: A contract concluded through an organised system for the remote sale of products or services.

CESOP: The Central Electronic System of Payment Information established by the European Union.

Article 2 – Identity of the Business

Willow & Mae

Article 3 – Scope

These Terms and Conditions apply to all offers made by Willow & Mae and all distance contracts entered into between Willow & Mae and the consumer.

These Terms and Conditions will be made available to the consumer before a contract is concluded.

Article 4 – Offers

All offers are non-binding. Willow & Mae reserves the right to amend or withdraw an offer at any time before it has been accepted.

All applicable costs, including product prices, shipping charges, duties, and taxes, will be clearly displayed where applicable.

Obvious errors or mistakes in an offer, product description, price, or other information will not bind Willow & Mae.

Article 5 – Formation of the Contract

A contract is formed when the consumer accepts an offer from Willow & Mae and completes the required ordering process.

Once an order has been placed, an order confirmation will be sent to the email address provided by the consumer.

Willow & Mae reserves the right to reject or cancel an order where there is a reasonable basis to do so, including suspected fraud, incorrect pricing, payment issues, or product unavailability. If payment has already been made for a cancelled order, the amount paid will be refunded.

Article 6 – Right of Withdrawal

Consumers may withdraw from their purchase and return a product within 30 days of receiving it, without being required to provide a reason.

To exercise this right, the consumer must notify Willow & Mae within the 30-day withdrawal period.

Unless otherwise stated or required by applicable law, the consumer is responsible for the cost of returning the product.

Returned products must comply with the conditions set out in our Refund and Return Policy.

Article 7 – Refunds and Costs of Withdrawal

Where a consumer validly exercises their right of withdrawal, any refund due will be processed within 30 days after Willow & Mae has received the withdrawal request and the returned product has been received and inspected.

A refund may be withheld until the returned product has been received or the consumer has provided sufficient evidence that the product has been returned.

Products must be returned in their original condition, unless the product was received damaged, defective, or incorrect.

Refunds will normally be issued to the original payment method used for the purchase.

Article 8 – Customs, Import Duties, and GST

Unless otherwise stated during checkout, international orders may be shipped on a Delivered Duty Unpaid basis. This means that the recipient may be responsible for paying any applicable import duties, GST, customs charges, handling fees, or other local charges imposed by the destination country.

Customers are responsible for checking the import requirements that apply in their location before placing an order.

Willow & Mae is not responsible for customs delays, inspections, seizures, penalties, or additional charges resulting from local import laws or a customer’s failure to comply with those laws.

Nothing in this Article excludes any rights or remedies that cannot lawfully be excluded under applicable consumer law.

Article 9 – CESOP Compliance

Where applicable, payment information may be reported by payment service providers in accordance with the European Union’s Central Electronic System of Payment Information regulations.

Willow & Mae will comply with any legal obligations that apply to its payment processing and reporting activities.

Article 10 – Product Conformity and Warranties

Products supplied by Willow & Mae will conform to the contract, the product description, and any mandatory legal standards that apply at the time of delivery.

If a product is damaged, defective, incorrect, or otherwise does not conform to the order, the customer should contact Willow & Mae within 30 days after discovering the issue.

Customers may be asked to provide photographs or other reasonable evidence so that the issue can be assessed.

Nothing in these Terms and Conditions excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded.

Article 11 – Delivery

Unless otherwise stated, Willow & Mae will aim to deliver orders within 30 days after the order has been accepted.

Any delivery dates or timeframes provided are estimates unless expressly stated otherwise.

Customers are responsible for providing complete and accurate shipping information and, where applicable, complying with local import and customs requirements.

A failure to comply with import requirements does not automatically entitle the customer to cancel an order or receive a refund, except where required by applicable law.

If an order is delayed, lost, damaged, or cannot be delivered, the customer should contact Willow & Mae so that the matter can be investigated.

Article 12 – Complaints

Complaints should be submitted as soon as reasonably possible and preferably within seven days after the customer becomes aware of the issue.

The complaint should contain a clear description of the issue and, where relevant, the order number and supporting photographs or documentation.

Willow & Mae will acknowledge and respond to complaints within 14 days where reasonably possible. If additional time is required, the customer will be informed.

Article 13 – Governing Law and Disputes

These Terms and Conditions are governed by the laws of the Netherlands.

Any dispute arising from or relating to these Terms and Conditions may be submitted to the competent courts of the Netherlands.

If the consumer lives in another country, including Australia, they may also benefit from mandatory rights and protections under the consumer laws of their country of residence. Nothing in these Terms and Conditions limits any rights that cannot legally be excluded.