Shipping and Returns

Any issues with an order, including damaged goods, incorrect items and items that differ from your expectations, need to be raised within 24 hours’ so we can remedy the situation. Failure to notify Hawthorne Collections within 24 hours’ may result in your claim being denied.

Quick Delivery

We aim to dispatch and deliver items as quickly as possible. For smaller items we normally dispatch the next working day, for larger furniture orders we dispatch within 2-3 working days.

Delivery timeframes

  • Provided items ordered are in stock, we aim to have orders delivered within the below timeframes.

  • North Island: Approximately 1-3 working days.

  • South Island: Approximately 5-7 working days.

  • Delivery timelines may shift slightly depending on individual freight company schedules.

  • Shipping rates are calculated based on supplier location, parcel size, freight requirements, and delivery destination. Delivery timeframes may vary depending on the product and courier provider.

Signature on delivery

  • All deliveries must be checked for damage and signed for upon delivery. It is important that you check your delivery before signing for it, and only sign if you are completely satisfied with the condition of the cartons or packaging.

  • If you do not check your delivery before signing, this will potentially waive your right to claim at a later date.

  • In some instances, delivery may exceed this timeframe due to shipping company schedules and circumstances beyond our control.

  • You will be sent an online tracking link when the order is dispatched from our wholesalers.

Returns

  • Orders can only be changed/cancelled prior to dispatch.

  • Willow & White does not accept cancellations or returns of orders once they have been dispatched, simply because of a change of mind, and reserves the right to do so at their absolute discretion.

  • If Willow & White does accept such a cancellation, the customer must cover all charges in getting the order back to our suppliers.

  • We have a returns process that needs to be followed to ensure that any returned goods are credited to your account. Please contact us to arrange a credit note reference number and a return freight consignment note.