FAQ

There are a lot of things to think about when choosing a new handbag. You can read 6 Tips for Choosing your new bag

Most of our hardware (fancy name for the logos, zips, zip pulls, clips, strap connectors etc) on our bags is a gorgeous soft gold colour. Several styles also have a black hardware option available. 

Payment may be by Credit Card, Shop Pay, PayPal or Afterpay. 

We want you to love your Willow & Zac handbag. If you receive an item that is not what you expected, you may contact us to arrange to return your bag, no questions asked. See our Refund Policy

We have confidence in the quality of our bags and the craftsmanship with which they are made. Your bag will be protected by a limited one-year warranty against manufacturing defects from the date of purchase. See W&Z Warranty

Contact us by email if you want to return an item. We will email you a label, that you can print out and attached to the parcel and take it to your local Post Office.

On most occasions, your order will be shipped same day or next working day. Read more If you order by 2pm, we will do our best to have your W&Z bag at the Post Office and on its way to meet you by 4pm that day.

If you live in Australia, we will send your order Express Post with Australia Post from Newcastle NSW for free. Depending on the postal service, you should receive it withing 2-4 business days (obviously it is out of our control), but we will get it to the Post Office asap

Yes, you will be provided with the Australia Post tracking number to keep an eye on your delivery.

Yes! If you are local to Newcastle, and you don't want to wait for the post, you can arrange click and collect. Simply make a note at the checkout and you will receive a text message to arrange a collection time from The Junction, NSW.

Yes. We ship to New Zealand and to the United Kingdom, but you will have to pay an additional shipping charge. Any import duties & taxes (including customs charges and local sales tax or GST) when your order arrives in your country will be your responsibility. Contact us to ask if we can ship to your country.

You can learn how to care for your bag here

All our bags are handcrafted from high quality pebbled cow leather or printed suede leather, with high quality hardware and zips.

A quality suede with a print embossed onto the surface using heat and pressure, so maintaining the beautiful softness of suede, but adding a unique and interesting finish that also adds some protection for the delicate suede.

Sorry, no. All our bags are made from real leather.

Our handbags are handcrafted in a small factory in the Guandong Province of China. I have personally visited the factory on a number of occasions. It is beautiful to watch the  craftsmanship and attention to detail that goes into each Willow & Zac bag. 

As much as we would love to have the bags made in Australia, unfortunately the cost to match the level of craftsmanship is prohibitive, and most of our lovely customers would not be able to afford the price. 

Send me a message. If I do not have a stockist in your area, we would love to have Willow & Zac handbags stocked in your beautiful store.