Simple, fast returns to keep things hassle-free.

What happens if I change my mind?
We understand that online shopping is convenient, but you can’t always see / feel/ try until you get your hands on your bag. We want to help take away the risk, so you feel confident with your choice. We offer a simple, fast returns process to keep things hassle-free.
We want you to love your Willow & Zac bag. If you change your mind for any reason, we are happy for you to return your product within 30 days of delivery for a full refund. Simply contact We will email you a return postage label. You will need access to a printer to print it out, and then attach it to your parcel. Your final step is to take it to your nearest Australia Post facility, and wait to hear from us.
Returned items must be unused and in their original condition with tags still attached, and in their original packaging (including all spare straps and dustbag).

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items (items from our Clearance or Last Chance page).

We’ll send you an email when the returned item(s) have been received and accepted by us. You will receive a refund to your original payment method asap. Please allow up to 10 working days for the $$ to reappear in your account.

If you would like to choose a different Willow & Zac product, simply place a new order online.

I have a problem with my bag. What should I do?
We quality check all of our bags before we send them to you. Despite our best effort, sometimes things happen. If you have any issues within 12 months of your purchase, please contact us by email and we’ll take care of it. We’re more than happy to replace or repair faulty products.