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Delivery Information
Postage and handling fees are in addition to the price of the goods. The amount charged for postage and handling varies depends on the delivery location and size of the goods. An amount will be advised when your address is entered on checkout.
Risk and title of goods pass onto you when goods have been delivered at the delivery address provided in your order.
Make sure to verify your delivery address before placing your order, as redirection is not possible once the goods have been dispatched.
Willow Vale Wool aims to dispatch goods within 24 to 48 business hours, though this may vary. A confirmation of dispatch will be emailed to you once your goods are on their way.
Delivery time frames are estimated and may vary, especially for big and heavy items which may take longer to arrive.
Unforeseen circumstances such as natural disasters, store or stock outages, unavailable delivery timeslots and employee, courier or driver availability may impact the dispatch and delivery of your goods.
During high-demand periods (e.g. Easter, Christmas, Boxing Day and other public holidays and key promotion periods), there may be delays in dispatch and delivery.
Delivery is not available to PO Boxes, locked bags, parcel lockers, farms, or cattle stations.
Couriers or drivers will not place goods inside your address. Be aware of any building or community rules that may affect delivery and if there are any restrictions, the courier or driver will be guided by any building management policies in place at the delivery address you have nominated.
If your premises are unattended and there is no safe place for delivery, the courier may return the goods to their depot or a local post office. Additional fees may apply for re-delivery.

Privacy Policy
Our Privacy Commitment
This Privacy Policy describes our personal information management practices. By providing your personal information to us, you consent to our handling of your personal information as outlined in this Privacy Policy.
We collect personal information that is reasonably necessary for our functions and activities.
We collect personal information that we request from you, or that you or a third party otherwise provide to us.
The kinds of personal information we may collect include:
your personal details such as your name, addresses, email address, telephone number;
your financial information, such as credit card details;
photos of you and your family that you post on our website or our social media pages; and
information related to your shopping habits, and use of our online services, such as device identifiers (IP address), location data, dates, times, file metadata, referring website, data entered and user activity (such as links clicked).
If we receive unsolicited personal information about you, unless it is reasonably necessary for one or more of our functions or activities, or we are otherwise permitted or required by law to retain it, we will de-identify or destroy it as soon as practical provided it is lawful and reasonable to do so.
Unless it is impractical to do so, or we are required or authorised by law to collect your personal information, we will allow you to deal with us anonymously or by using a pseudonym. However, in some circumstances, this may not allow us to provide you with our services (such as online transactions and arranging for deliveries of products etc).
We will usually collect personal information directly from you. For example, we may collect your personal information when:
you register with us, for example to create an account, to subscribe to one or our email or information services;
you communicate with us, either online or when you call us;
you enter one of our competitions or promotions;
you purchase products or services from us;
you use our website;
you provide a review or testimonial or participate in a survey;
you deal with us in other ways involving the need for personal information to be provided to Willow Vale Wool (for example, making a claim against Willow Vale Wool).
We may sometimes collect your personal information other than directly from you where you have authorised this, this is permitted by law, or where the information is publicly available. For example, this may occur when we receive personal information from other companies who, in common with us, have a relationship with you, or, if you are applying for employment or a contract with us, from your referees.
We may also collect personal information about you by accessing data from other sources and then analysing that data together with the information we hold about you in order to learn more about your likely preferences and interests. If you visit Willow Vale Wool’s website, social media pages or mobile applications or click on advertisements on the online media of other companies, we may collect information about you using technology that is not apparent to you, including by using “cookies”.
We may collect, hold, use and disclose your personal information:
to provide services and products to you, and improve on our service and product offering;
to learn of your preferences so that we may promote goods and services to you in a way which may be of interest to you. This includes the products and services of our suppliers and other trusted partners who offer products and services that may be of interest to you;
for marketing, publicity and market research;
to assist in investigating and resolving your complaints and enquiries;
to inform you of important information regarding the safety of any products or services you have obtained from Willow Vale Wool;
to manage any claim you make against us;
for any other purpose you have consented to; and
for any other purpose required or permitted by law.
We may disclose your personal information to:
our related entities, and any potential third party acquirer of our business or assets;
our suppliers where that is necessary or desirable to assist with resolving issues associated with product warranty claims;
professional advisers (such as lawyers, accountants or auditors) and insurers;
payment systems operators and financial institutions;
third party service providers that assist us in performing our functions and activities (e.g. providers of communication (e-mail) or data storage services, IT support services, and HR administration services);
third parties to whom you have requested we disclose your information; and
any other person as required or permitted by law.
When you provide your personal details, you consent to us using your personal information for direct marketing purposes. From time to time, we may contact you with information about products and services offered by us and our related entities and our business partners or affiliates, which we think may be of interest to you.
You may unsubscribe from our direct marketing communications. If you do not wish to be contacted for direct marketing purposes, please email us at enquiries@willowvalewool.com.au.
We may anonymise and aggregate your personal information. We may use and disclose the anonymous data to determine preferences and shopping patterns. We share this anonymised data with our trusted partners to assist them in marketing products and services to you that are likely to be relevant to your interests and preferences.
We generally store your personal information in computer systems. Our computer systems are operated by us or by our services providers (for example, software or data centre providers). We take steps to manage the risks of unauthorised access to, and loss, misuse or wrongful alteration or disclosure of, personal information. However, you acknowledge that the security of personal information transmitted over the internet cannot be guaranteed and that you do so at your own risk.
Except to the extent liability cannot be excluded due to the operation of law, we exclude all liability (including in negligence) for the consequences of any unauthorised access to, disclosure of, misuse of or loss or corruption of your personal information. Nothing in this privacy policy restricts, excludes or modifies or purports to restrict, exclude or modify any statutory consumer rights under any applicable law. Please notify us immediately if you become aware of any security breach.
You can request access to the personal information we hold about you at any time, and we will provide you with that information unless we are prohibited by law from giving it to you or permitted by law not to provide it.
You will not be charged for requesting access to your information, although we might charge the reasonable cost of processing your request, including photocopying, administration and postage. We will advise you of any fee payable before we process your request.
You can also ask us to correct the personal information we hold about you. We will ordinarily comply with such a request. If we do not, then we will notify you of our refusal, together with reasons for the refusal and your right to complain about our refusal.
If you:
have a query, concern or complaint about the manner in which your personal information has been collected or handled by Willow Vale Wool; or
would like to request access to or correction of the personal information we hold about you,
please contact us via email to enquiries@willowvalewool.com.au.

Refunds and Exchanges
In addition to your statutory rights under the Australian Consumer Law, if you change your mind about an item where Willow Vale Wool is the seller, we are happy to offer you an exchange or Willow Vale Wool credit for items returned within 30 days of purchase.
For us to be able to process a change of mind return, your item(s) must be:
returned with a proof of purchase (receipt or online order number); and
unused, in original packaging and in the same condition in which it was delivered to you
Discontinued or reduced to clear items are excluded from the change of mind returns policy.
For security purposes, we may request your contact details when we process a return. Any personal information we collect will be held in accordance with our privacy policy.

Terms & Conditions of Sale
These Terms and Conditions constitute a legally binding contract between the customer (“you”) and JL & MJ Hedges trading as Willow Vale Wool ABN 17 946 357 299 and apply to the ordering, purchase, fulfilment and delivery of goods (“Goods”) ordered on www.willowvalewool.com.au. By placing an order for Goods on www.willowvalewool.com.au you agree to these Terms and Conditions.
Please read the following Terms and Conditions carefully before placing your order. The Terms and Conditions contain important information about the ordering, processing, fulfilment and delivery of Goods.
1. YOUR LEGAL RIGHTS
Your purchase of Goods will be subject to certain laws including, without limitation, the Australian Consumer Law. All Goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Goods repaired or replaced if the Goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in these Terms and Conditions shall be read or applied so as to exclude, restrict or modify (or have the effect of doing so) any condition, warranty, guarantee, right or remedy implied by law (including the Australian Consumer Law).
2. ORDERS, PRICING & TAXES
2.1 For each Good in your order summary, you are offering to the Seller that you will buy that Good from that Seller for the price plus the delivery charge as shown at the time of submission of your order. The Seller may, in its absolute discretion, accept or reject your offer but will be bound to supply you the Good once your payment has been processed and the Seller has accepted your order.
2.2 Please ensure that you enter all information carefully when placing an order (including quantities ordered). Orders may not be able to be changed or cancelled once the order has been accepted.
2.3 You acknowledge that all Goods that you order are intended for personal, domestic, non-commercial use only. If there is a limit on the number of Goods that you can place an order for, your order cannot exceed that limit.
2.4 If you place an order for someone else to receive the Goods, by placing the order you confirm that you have obtained their consent to provide the Seller with their personal information.
2.5 Where you place separate orders with the Seller, the Goods will be delivered separately, and a separate delivery charge will apply to each order.
2.6 Prices for Goods are as shown on the Website.
2.7 The Seller reserves the right to change the prices of Goods displayed on the Website at any time without notice to you. The price displayed at the time that you place your order will continue to apply to you even if the price changes before your order is accepted by the Seller.
2.8 In addition to the price for the Goods, you will also need to pay the advertised postage and handling charge (“Delivery Charge”). Any Delivery Charge will appear in your order summary. The Seller only deliver to certain addresses within Australia.
2.9 All prices and Delivery Charges quoted are in Australian dollars and are inclusive of GST.
2.10 The internet can be unstable and insecure. At times the facility to place orders may not be available, your order might not be received, your order may be lost or misdirected, or your order might be delayed.
2.11 You must take your own precautions to ensure that the process which you employ for accessing the Website does not expose you to risk of viruses, malicious computer code or other forms of interference which may damage your computer system.

3. AFTER YOU HAVE SUBMITED AN ORDER/PAYMENT
3.1 When you submit an order you will receive an order reference number via e-mail.
3.2 The Seller will process payment for your order, and thereby your order is deemed to be accepted when, or shortly after, you place your order. The Seller may cancel your order after acceptance as set out in these Terms & Conditions in which case it will refund payment.
3.3 You must pay for Goods at the time of online checkout with one of the payment methods offered on the Website. By providing your credit card/payment card you authorise the Seller to deduct the price and the applicable delivery and other charge(s) from such card.
3.4 The Seller may not be able to, or may decline to, accept payment from you at any time for any reason including, without limitation: (a) where our fraud detection systems detect possible irregularities; (b) because your financial institution has declined payment; or (c) because your payment card has expired. Where this is the case, Willow Vale Wool reserves the right to cancel your order and/or place your order on hold and request you to provide additional information (for example, proof of identity documents) or arrange payment by another method.
3.5 Goods that you have ordered will not be dispatched to you until your payment for the Goods has cleared. If your payment cannot be processed, your order will be rejected, and we will notify you.
4. CANCELLATION OF ORDERS
4.1 The Seller may cancel any order in full or in part, including after an Order has been accepted, but before the Goods have been delivered, (and will notify you of the cancellation) where:
(a) you have failed to pay for your order or your payment method fails;
(b) the Seller’s suppliers are unable to supply Goods that they have previously promised to supply:
(c) the Seller becomes aware after order confirmation that the Good is out of stock;
(d) the Seller reasonably believes that you are purchasing Goods for the purpose of resupply or resale or the number of Goods you have ordered exceeds any limit applying to those Goods;
(e) an event beyond the Seller’s control, including storm, fire, flood, earthquake, terrorism, power failure, war, strike or failure of computer systems, any epidemic or pandemic or any government mandated response to an epidemic or pandemic, means that the Seller is unable to supply the Goods within a reasonable time;
(f) Goods ordered were subject to an error on the Website, for example, in relation to a description, price or image, which was not discovered prior to the Order being accepted;
(g) the transaction is suspected of involving credit card or other payment-related fraud.
4.2 You may cancel your Order where the Seller:
(a) has breached a material term of these Terms and Conditions; or
(b) is not able to deliver your Order within a reasonable time of the estimated delivery time advertised on the Website, other than a result of any delay for which you are wholly or partly responsible such as a failure to provide the correct delivery address or to pay for the Goods.
4.3 If the Order is cancelled after payment has been processed, the Seller will refund any money paid in respect of that Order. Where only part of an Order has been cancelled, the refund will be provided in respect of the amount paid that relates to the cancelled part of the Order. 

5. DELIVERY
5.1 Risk and title in Goods passes to you on the date and time of delivery of the Goods to the delivery address provided in your order.
5.2 Goods will only be delivered to addresses within Australia. However, there are certain remote areas in Australia that we do not deliver to (refer to the delivery and shipping information).
5.3 Please ensure there is a person present at the delivery premises who is authorised by you to accept delivery. If there is not, the Seller will endeavour to deliver the Goods if safe and appropriate to do so, otherwise the Goods may be taken back to the courier’s depot or to your local post office.
5.4 If you require Goods that you have ordered (that have not yet been dispatched) to be re-directed to an address which is not the original Order address the Seller may charge you a reasonable fee for doing this. A redirection of your Goods to an alternative address cannot be affected once the Goods have been dispatched to the original address in the order.
5.5 If Goods are returned to sender, the Seller will contact you to arrange for redelivery which may come at an extra delivery fee.
5.6 The Seller will not deliver to a PO Box, locked bag, parcel locker, farms or cattle stations.
5.7 Following dispatch of your Goods, the Seller will email you with confirmation of dispatch. The Sellers is unable to accept liability for delay in delivering Goods which is beyond their reasonable control (e.g. if stock is unavailable). If the Goods have not been delivered within a reasonable time, please contact us.
6. DELAY IN AVAILABILITY OR DELIVERY OF GOODS
6.1 You agree and acknowledge that:
(a) except to the extent expressly required by law, the Seller does not guarantee and does not accept liability for the delivery or availability of Goods within the timeframes referred to on the Website;
(b) events outside the Seller’s control may cause delays, or in some circumstances, prevent your Goods from being delivered or available for pick-up in store; and
(c) delays are particularly likely to occur around Christmas, Easter and public holidays.

7. REFUNDS OF YOUR MONEY
7.1 Where the Seller is obliged to refund your payment pursuant to the Australian Consumer Law, the Seller aims to initiate your refund within 2 business days (Monday – Friday 9 a.m to 5 p.m Sydney time. The additional time that it takes for you to actually receive your refund will depend upon how quickly your financial institution processes the refund. For details of other Sellers, refer to their returns and refunds policies.
7.2 Refunds will be provided in the form in which the original purchase was made. 
7.3 Upon notification that a card used for a purchase has since expired or been cancelled, we will still attempt to refund to the original card and will use an alternate method of refund only if the refund to the original method fails.  
7.4  Refunds from the Seller will only be in Australian dollars.
7.5  Except to the extent otherwise required by law (including, without limitation, the Australian Consumer Law), the Seller will not be liable to you, or any other person, for any loss, damage, cost or expense suffered as a direct or indirect result of:
(a) any delay in you receiving any refund due to you; or
(b) differences in exchange rates between the time of purchase and the time of refund (particularly relevant where you have purchased Goods using a credit or debit card issued by a foreign bank or financial institution),
whether in contract or any other tort, equity, restitution, strict liability, under statute or otherwise at all.
8. RETURNS/FAULTY OR DAMAGED GOODS
8.1 If you have a problem with any Goods or otherwise wish to return them please refer to the Australian Consumer Law.
8.2 You are not entitled to any refund or exchange just because any packaging is damaged in transit. The packaging exists to protect the Goods themselves.
9. MORE INFORMATION ABOUT THE SELLER’S LIABILITY TO YOU
9.1 Goods may contain warranty documents on or inside the packaging provided by the manufacturer or distributor of the Good. Unless clearly expressed otherwise, any such warranty is not given by the Seller. Subject to the Australian Consumer Law, all implied warranties and representations are excluded.
9.2 Except to the extent otherwise required by law (including, without limitation, the Australian Consumer Law), the Seller will not be liable to you, or any other person, for any loss, damage, cost or expense (including indirect loss such as loss of revenue, profits, anticipated savings, goodwill or business opportunity, injury to your reputation) arising out of or in connection with (directly or indirectly) the Website, or the Goods (including orders and delivery) except where caused directly by the Seller’s breach of its obligations or negligence.
9.3 Notwithstanding the above and subject to law, the Seller's liability to you is limited to refunding the price, replacing or repairing the relevant goods.
You are responsible for ensuring that the Goods are used in a safe manner.
9.4 Our liability to you for loss or damage of any kind arising out of these Terms will be reduced or limited to the extent (if any) that you cause or contribute to the loss or damage.
9.5 To assist the Seller in resolving any problems you may experience, please inspect the Goods upon taking delivery and report any shortage, discrepancy, defect, wrong specification or similar problem to the Seller as soon as you become aware of it.
10. PRIVACY
10.1 The Seller’s policy on the collection, use and disclosure of customers’ personal information is set out in its privacy policy which forms part of these Terms and Conditions.
10.2 When you place an Order through this Website, you consent to the Seller collecting your personal information (including your name, contact details and delivery address) and providing it to third parties (including the relevant Seller and the Seller’s suppliers and delivery contractors) for the purpose of fulfilling and delivering your order. 
11. GENERAL
11.1 The Seller reserves the right to amend these Terms and Conditions at any time but will not change any terms and conditions of existing orders that have been accepted; any variations or amendments to these Terms and Conditions will only apply to orders made after the date that such amendment appears on the Website. That means for future orders, these Terms and Conditions may be different and so it is recommended that you read these Terms and Conditions carefully each time you agree to them.
11.2 Any provision in these Terms and Conditions which is invalid or unenforceable in any jurisdiction is to be read down for the purpose of that jurisdiction, if possible, so as to be valid and enforceable, and otherwise shall be severed to the extent of the invalidity or unenforceability, without affecting the remaining provisions of this agreement or affecting the validity or enforceability of that provision in any other jurisdiction.
11.3 In the event of an inconsistency between these Terms and Conditions and other terms (including delivery terms and refund terms), these Terms and Conditions will prevail.
11.4 These Terms and Conditions are governed by the laws of New South Wales, Australia.