Thank you for shopping with Willow Aubrey. We are committed to providing you with the best possible shopping experience, including timely and efficient shipping and delivery of your purchases, both domestically and internationally. Please review our Shipping and Delivery Policy below.
1. Shipping Methods and Times:
a. We ship all orders via reputable carriers such as DHL, or local postal services.
b. Shipping times and costs vary depending on the destination and shipping method.
c. Standard shipping locally typically takes 3-5 business days.
d. International shipping times and costs vary based on the destination and shipping method, and can take anywhere from 7 to 21 business days.
2. Order Processing Time:
a. Orders are typically processed and shipped within 1-2 business days of receipt.
b. We do not process or ship orders on weekends or holidays.
c. Items that need to be pre-ordered usually require around 7-10 business days to be produced.
3. Shipping Confirmation and Tracking:
a. Once your order is shipped, you will receive an email confirmation with a tracking number.
b. You can track your order using the tracking number on the carrier's website.
4. Delivery:
a. Delivery times may vary based on the destination and carrier.
b. We are not responsible for any delays or errors caused by the carrier or customs officials.
c. It is your responsibility to ensure that the shipping address you provide is accurate and complete.
d. If a package is returned to us due to an incorrect or incomplete address, we will notify you and arrange for reshipment at your expense.
e. Local deliveries will be made by a courier or by our staff, and delivery times will vary based on the location and availability of our staff.
a. Within Beirut – between 2-3 business days – $3.
b. Outside Beirut – between 4-6 business days – $5.
c. Collection at Willow Aubrey’s showroom – free.
f. Items are subject to taxes and duties which are the responsibility of the client.
5. Lost or Stolen Packages:
a. We are not responsible for lost or stolen packages once they have been delivered to the address provided.
b. If your package is lost or stolen, please contact the carrier to file a claim.
c. If the carrier is unable to locate the package, please contact us to arrange for a replacement or refund at our discretion.
6. Damaged Packages:
a. If your package is damaged during shipping, please contact us within 3 days of receiving the package.
b. We may require photos or other documentation to process a claim with the carrier.
c. We will replace the damaged items or issue a refund at our discretion.
7. Returns and Exchanges:
a. When you return an online payment, you can choose how you want to receive your refund: with the same payment method you used for the purchased item or through an online voucher.
b. Items that are on sale are only eligible for exchange; refunds are not available.
c. Refunds typically require up to 14 days to be processed. If you have not received a refund after more than 14 days, kindly contact our customer support.
d. Exchanges are only available within 3 days of receiving the order and are subject to availability of the desired product.
e. Exchanged or returned items must be in their original condition, unworn, and with all tags attached.
f. Shipping costs for returns and exchanges are the responsibility of the customer.
g. Items with special packaging and additional accessories must be returned with said packaging or accessories in the same condition.
Thank you for choosing Willow Aubrey. If you have any questions or concerns about our Shipping and Delivery Policy, please contact us.