Frequently Asked Questions

Check our most frequently asked questions here. If your question isn't answered, get in touch with us at hi@willowsway.com.au

Products

Of course! Simply let us know in the notes section at checkout, or send us an email at hi@willowsway.com.au and we can send the order as a gift, with a personal message if requested. 

Care instructions vary based on the material of each item. As a general rule, we recommend a warm soapy handwash and air dry for our recycled cotton, linen and hemp products. Items with brass (our collars and leashes, for example) should be rinsed with fresh water after exposure to salty or muddy conditions.

Avoid using harsh chemicals including bleach and soaks as this may strip the colours of your accessories.  

We stock a wide range of eco-friendly dog products and accessories, and hold each product and material to a very high standard. We carefully curate our collection with long-lasting, recycled, low carbon emission, compostable and biodegradable materials and products. Each product listing will include details of the materials used.

If you want to learn more about our Sustainability Mission, check out the 'Sustainability' page on our website. If you have any questions about our materials and products, feel free to get in touch with us at hi@willowsway.com.au

Custom Fit Macrame Collars

Our Custom Fit Macrame Collars are made to fit your pup, so it's important that you measure your dog's neck correctly before placing an order. 

We recommend laying your pup's current collar flat against a ruler. Alternatively, wrap a piece of string around your dog's neck with enough space for 2-3 fingers to fit underneath easily, then measure the string against a ruler. Check out our measurement guide below for more details.

Make sure to include the measurement in the notes section at checkout!

Each collar is made to match the measurement provided when your order is placed. For this reason, we cannot refund or replace collars that do not fit your dog due to incorrect measurements.

Adjustable Macrame Collars

Check your pup's neck measurement using the method below, and select your size accordingly. If your pup is still growing, consider selecting a larger size to account for this.

Size Guide:

XS: 22-25cm

S: 26-31cm

M: 32-38cm

L: 39-47cm

XL: 48-60cm

Shipping and Returns

We hope you love your Willow's Way products, but if for any reason you aren't 100% stoked with your order, simply send it back to us within 14 days of receiving it and we can issue you a full refund, minus the cost of shipping. We can refund for all products excluding Custom Fit Macrame Collars.

All orders are fulfilled within 3 days of purchase, and once your order has been fulfilled you will receive an email notification with a tracking link.

Within Australia, $5 flat rate and Free Shipping will arrive 3-5 business days after your order is fulfilled. 

If you need your item quicker, select Express Shipping. Our order fulfilment may still take up to 3 days, after which your item will arrive within 1-3 business days. 

International shipping times vary based on your location. Get in touch with us for specific shipping times. 

FREE SHIPPING on all Aussie orders over $50! Free shipping automatically added at checkout.

$5 flat rate shipping for any Aussie orders under $50.

Upgrade to Express Shipping within Aus for $10.

$15 flat rate shipping for all International orders. Shipping times vary depending on your location. Contact us directly for specific shipping times.