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FAQ

Purchasing & Shipping FAQ’s

How do I check on my order?

If you made a purchase when you were logged in you can track your order from within your profile. Simply login and select 'Order history!'. If not, don't worry, we'll send you an email when your products have been shipped.

Can I change or cancel my order once I've placed it?

If you want to change your order please email info@willowbythesea.com with your order details as soon as possible and we will try and help! Our shipping is designed to be quick so hopefully we can catch it.

Unfortunately once the order has been shipped, it's yours. However, please check our returns and refunds policy here.

When can I expect my order?

It will depend on which postage and handling option you selected at check out. See all of our postage & handling options here.

Can I buy Willow by the Sea in any shops?

Yes! Please see all of our stockists here

How do I contact Willow by the Sea?

Easy! Please email: info@willowbythesea.com

Can I order by telephone?

Unfortunately not, we have consciously chosen to be an online only business and more than happy to help you out at info@willowbythesea.com.

Can I buy Willow by the Sea as a gift and have it shipped as one?

Yes and what a nice present for someone :) There are two ways to do this. You can either buy a gift card where the individual you purchased for can shop our site and buy what they want, or when you make a product purchase, simply make sure you enter the details of the person you are purchasing for during the check out process.

Is it safe to use my credit card on Willowbythesea.com?

Yes, your credit card numbers are very safe with us. Willow by the Sea is PCI compliant. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure. Companies that want to sell online and accept payments from Visa, Mastercard, American Express or Discover credit cards, your software and hosting needs to be PCI compliant. Read more here.

What about returns and refunds?

Yes, we offer all of this, please read all about this here.

What if an item is out of stock?

If we run out you will see a ‘SOLD OUT’ button where you would usually see the ‘ADD TO CART’ button. If you placed an order before we updated to sold out, we will contact you after which you can either swap your product purchase, wait for new batch to be developed and shipped or simply get a refund.

What payment methods does willowbythesea.com accept?

Visa, Mastercard, American Express and PayPal.

Will you give out my details to third parties?

No, never!

Will you ship to me internationally?

We ship all over the world and more than happy to ship to you. Please check our shipping page for details and associated costs.

PRODUCT AND INGREDIENT FAQ’s

What does it mean to be 100% certified organic?

Glad you asked! It basically means we meet the rigorous Australian Certified Organic standard proving that all of our products contain 100% certified organic ingredients. It also means the way we purchase ingredients, handling and manufacture products, clean equipment and ship to you all meet Australian Certified Organic standards and is of the highest quality. You can read more about the ACO certification here. Our ACO certification number is: 12705.

I would love a sample to try your products?

We really want you to try our products but unfortunately we do not give out samples. If you would like information on the ingredients we use, you can read more about them here. We are transparent with all ingredients and our products have been crafted to be extremely gentle on baby skin.

What is the shelf life of your products?

We only use certified organic ingredients meaning every single ingredient is extremely high quality and has a shelf life of 12 months or longer.

We recommend that you use our products within 12 months of purchase to ensure that your products are fresh and the essential oils are most effective.

Do Willow by the Sea products contain any chemicals or nasties?

No and they never will, thank goodness! Everything you put on your skin matters. When a woman is pregnant, the products used on the skin enter her bloodstream and come into contact with her growing fetus. Chemicals and/or toxins are the last thing we want coming in contact with growing baby.

See our full ingredient list here

Where are your products made?

All of our products are made in Newcastle, NSW, Australia not far from the ocean which is great as we love to swim and surf :)

Who develops Willow by the Sea products?

We do! Every product is proudly created in Australia in small organic batches. We are a private company.

How is baby bath tea the perfect alternative to soap?

Less can often be more with babies and this is especially true with bath time. When it comes to washing newborns, babies and young children, the likelihood of certain chemicals and fragrances found in generic body washes irritating their delicate skin are a lot higher, not to mention soaps can strip the skin of natural oils.

Instead of bathing little one with soaps and body washes that contain nasties like parabens (preservatives used to prolong the shelf life that can enter the bloodstream through our skin), sulfates (chemicals responsible for soap lather and bubbles that are particularly irritating for eczema sufferers, triclosan (the chemical most often found in antibacterial soap that can actually promote the emergence and growth of bacteria resistant to antibiotic cleansers), our baby bath tea will nurture and nourish skin while leaving it hydrated and healthy.

Willow by the Sea’s specially blended bath teas are pack with only organic, naturally occurring ingredients, such as antibacterial chamomile and calendula flowers and deeply moisturizing organic oats, which make them gentle but powerful body cleansers.

We also skipped on artificial fragrances allowing the combination of organic flowers to do what they do best - smell amazing!

Are the muslin bags that come with baby bath tea organic?

Yes, they are made of unbleached, organic cotton and are soft enough to be used to gently wash bub.

Is your product suitable to sensitive skin?

Our formulas were created for delicate and sensitive skin, using only the purest organic ingredients. We have taken care when choosing ingredients to consider sensitivities. However, everyone’s skin is different, and it isn’t possible to guard against all possible allergens. For this reason, we recommend reading the ingredients label and patch testing a new product before full use.

Are your products tested on animals?

No. We love animals and would never test anything on them. We test the products on ourselves and willing humans. Willow also patch tests each and every product.

Are your products vegan?

Every product we have is vegan friendly except our Bottom Balm as it contains certified organic beeswax.

How is your beeswax harvested?

For the beeswax to be organic certified, there needs to be a 5km radius of certified land around the hives. This means they are surrounded with land that has no chemicals and pesticides used on it so it is safe for them. It is rich with native forests and the bees are free to fly wherever they want. Our little bees are played low levels of calming classial music and tucked up cosy for the winter. If there is not a surplus of honeycomb the hive is not harvested. The health of the bees always comes first.

What is the difference between Belly oil and Belly butter?

This is a common question we get, as are questions like: when during pregnancy should they be used? or which is better for stretch marks?

So what is the difference?

Belly Oil is lighter and has the ability to penetrate deeper in the skin helping fight stretch marks and inflammation as the skin begins to stretch during pregnancy . We formulated our Belly Oil with ingredients rich in Omegas specifically to help with skin elasticity.

Belly Butter on the other hand is ultra rich, highly concentrated and packed with essential fatty acids to help collagen production.

You can use both together or separately. Sometimes people like butter, sometimes oil, we wanted to make sure we had you covered!

Is Bottom Balm cloth nappy friendly?

Yes! Our Bottom Balm will rinse out cleanly under normal washing conditions.

Do you only offer baby or pregnancy products?

Currently our products are designed for the sensitive skin of babies and mum’s stretching or stretched (depending if little one is born or on the way) belly. This isn’t to say the products are not for everyone else. Actually, Willow’s grand parents (and great grandparents!) used the Belly Oil and Belly Butter on their hands and face everyday to help with dryness and have seen wonderful results!

What does it mean if the product is waterless?

One of the best things about Willow by the Sea products is that they are completely waterless meaning you are only paying for the good stuff that actually matters. If you read the ingredients of many products out in the market you will notice the very first ingredient is aqua, or some alternative of aqua meaning the main ingredient and what you are paying for is water. We believe you are better off with a smaller amount of pure, highly concentrated, 100% organic products that work.

Is your packaging environmentally friendly?

We are very passionate about global sustainability and seek to use packaging that will provide people with a product that benefits their lives yet has minimal impact on our earth.

Our outer packaging is made from 100% recycled post consumer waste, so not only is your packaging 100% recyclable, its already been someone else’s product before we brought it back to life. Hopefully it will enjoy a third life.

Our glass bottles are recycle and reusable.

Baby Bath Tea is packed into biodegradable cellulose bags.

Our muslin bags are made of unbleached, organic cotton

There is no unnecessary extra packaging :)

PRESS MEDIA FAQ’s

I’m media, I would like to talk to PR?

Well hello, we would like to talk to you as well. Please contact our PR angels at pr@willowbythesea.com

I’m a fan and want to hang out more with Willow by the Sea and likeminded people?

Social media is the best place for this! We are @willowbythesea_ on instagram and Willow by the Sea on Facebook. If you use hashtag #Willowbythesea we get to see all of the wonderful photos and who knows, maybe you might get a little surprise :)

Returns and refunds FAQ

Although we wish you will fall in love with us we understand sometimes things just don’t work out. Any item can be refunded if it is returned within 30 days of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Unfortunately we do not offer a refund on opened or used products and do not offer exchanges online.

Shipping costs are the responsibility of the customer and are non-refundable.

Please send your order back to:
Willow by the Sea
PO Box 85, Carrington, NSW

We will notify you once your return has been received and approved. The refund will be processed to the original method of payment. We recommend using a tracked service to return the goods as all transport risk is borne by the sender.

If you have an issue with your product or delivery, please contact us to discuss your options at info@willowbythesea.com

If getting in touch about a return, please include your order number and product details in the email.