Shipping and Returns
What are the shipping options?
We offer nationwide shipping at a flat rate of R80, and we also offer a click & collect option from Woodstock, Cape Town that can be selected upon checkout. Pick-up can also be arranged from Durbanville, just let us know if this is your preferred location and we will send you the address.
When will I receive my order?
We do our best to get your orders out to you as soon as possible. We aim to dispatch in stock products within 3 days. Courier in Cape Town orders takes between 2-3 days while deliveries to other main cities take 4 – 5 days. Outlaying area takes 5 – 7 days. Please note that some products may have a lead time which will affect delivery times.
Can I send my order as a gift?
Yes. To send your order as a gift, add the desired items to your cart, and there will be a text box in your cart where you can include a personal message that will be handwritten and included in your order.
Can I exchange my purchase?
We will gladly exchange if you are unhappy with a size, colour or if you find damage to a product on arrival, with a product that is still available in our store. If you no longer wish to keep your purchase, you will have 7 days to notify us and we will exchange it for you. Exchanges will only be accepted if the item/s is unused and in the same condition they were received in, including the original packaging. If you would prefer we can offer you a shop credit which can be used on any full-priced item. The return costs/courier fee's are your responsibility.
Do you offer refunds?
We will only offer a refund if the product is damaged upon delivery. If that is the case, kindly notify us within 48 hours and return the product to us. Once received, we will inspect the product and offer you a choice of a Willow & Roo voucher or refund via EFT.
Do you offer repairs on backpacks?
We offer free repairs on all backpacks for up to one year. These repairs include any defects in materials and craftsmanship, such as stitching, faulty zips or other metal components.
Once we receive your item, we will inspect it and if we are satisfied that it is defective in materials or workmanship, we will repair the items at our expense and return it to you free of charge.