FAQs
What are the shipping time frames and how long does it take to ship an item?
All orders will be dispatched within 2 business days. However, orders during sale periods or launches may take up to 7 business days for dispatch. Orders received on weekends or public holidays will be processed on the next business day. Australian orders are sent via Sendle. Generally same-city deliveries arrive overnight and deliveries to nearby cities within 2-3 days.
How can I track my order?
When orders have been dispatched, we will send out a confirmation email to let you know it's on its way to you. This email will include a tracking link that you can use to follow your order's journey! If you can't see a tracking number, email us at contact@willowandko.com and we will forward your tracking information to you.
What size should I buy for my child?
Sizing can always be the tricky part when buying online. We recommend you measure your little one’s foot and then check out our sizing guide here. You will be able to find the shoe closest to your little ones size. We recommend to allow 0.8cm for room to grow.
What are your products made of?
Our products are made from 100% genuine leather. This means they have exceptional durability for our adventurous toddlers while maintaining maximum comfort. Our cute classic design is complete with hard rubber soles and secured with a velcro strap for ease of getting those little toes in and out before the tantrums begin.
Why are your smaller sizes soft soled?
Our smaller sizes up and until 18 months are all soft soled. We have designed them to be this way as it is recommended that children wear soft sole shoes until that age to promote natural foot development. It's once toddlers start walking and their feet have developed more, that they can then move into the hard soled shoes.
Can I buy your products as a wholesaler for my shop?
We'd love to hear from you, simply send us an email to: contact@willowandko.com.au.
Is my personal information kept private?
Please be assured that all personal information is kept private and confidential. Under no circumstances will we share your information with a third party.
What countries do you ship too?
Currently, as we've just started, we are only shipping within Australia. However, we are open to shipping to more countries. If you are desperate to get your hands on a pair, send us an email at: contact@willowandko.com and we can look at arranging this for you.
How do I return or exchange an item?
We operate a reasonable policy and unfortunately don't offer refunds on change of mind. If you require a refund or exchange, please email your request to: contact@willowandko.com or respond to your order email. Goods must be in original condition returned unworn, unwashed and undamaged. Please see our refund policy for more information on your refund or exchange and how you can return your package to us.
How do I clean my shoes?
Do not machine wash or soak. Use a damp cloth or wipe. Avoid excessive exposure to direct sun. (Don't leave them out in the sun for days while they're not in use). If the shoes are wet, put them where the wind is to allow the shoes to dry naturally.