FAQS

I live in Newcastle, can I pick my order up instead of paying freight?

Most definitely! Just select IN STORE COLLECTION when you are processing your sale in the checkout.  We will then send you an email (usually within the same day) to let you know that your order is ready for collection.  We would love to meet you (and it's a good excuse to grab a coffee on Darby St too!)

I want to lay-by an item.  How do I do that?

We get it - sometimes those amazing big things just don't work with the budget! We would be happy to set you up on a 4-6week lay-by.  Please contact our main man Xander via email and he will let you know all of the details.

How long does shipping take?

We use Fastway Couriers for most of our shipping at a flat rate of $10.  Delivery is usually within 3-10 days of purchase.

Can I get express shipping?

Of course!  Just select EXPRESS SHIPPING when you are processing your sale in the checkout.  Express Shipping is charged at $25 for ordinary parcels and can be expected between 1-3 working days.

I want to buy some framed art from The Studio collection.  How does shipping work?

We love art, and want it to get to you safely and securely.  We prefer to use Pack&Send for all of our framed art delivery services.  Please get in contact with Xander for a delivery quote.  He is the man!  xander@willowshometraders.com.au

What about insurance for big items?  I'm spending a bit and want to make sure I am covered?

We think you would be super smart to take out insurance on big ticket items!  Please be aware that we do not take responsibility for items damaged in transit.  Just advise us at the checkout if you wish to take any insurance or registration of your goods, and provide contact details so we can discuss this with you.

Some of your unframed artwork says it will be 3-4 weeks before delivery.  Why?

Many of our Limited Edition prints are printed to order.  The process involves the artist signing and numbering the piece, before we can arrange delivery to you.  We will keep you informed as to the progress of your order during this period. 

I want art, and I want it now.  How can I avoid lead times?

Head to our The Studio collection to see what we have in store and available now.  All of the items in this collection can be shipped and ready to rock on your walls within 1-3 days!

I have purchased something and have been told that it is no longer available.  Why?

We endeavour to fulfill all online orders quickly and correctly.  We also run a busy retail shopfront where our goods are sold simultaneously.  On the odd occasion, products may be purchased online and in store at the same time.  If this situation occurs, we will contact you immediately to inform you that your product is not available, and offer you a choice of an alternative product or a full refund of the cost of the item that is unavailable.  We apologise if this does happen to you!

My item has arrived and is damaged.  What now?

 If your item arrives damaged or is faulty you must contact us immediately in writing at info@willowshometraders.com.au  for details of how to return your item for a replacement or refund.  We are unable to accept returns on items after 7 days.  Due to the nature of our products, we are unable to accept returns for items with inconsistencies in colour or pattern.

All returns must be posted at your expense to:

Willows Home Traders
89  Darby St Cooks HIll 2300