1. Shipping Policy

Last updated: Today

At Willow Melbourne, we want your order to be handled carefully, clearly and as quickly as possible.

This Shipping Policy explains how we process and ship orders placed through willowmelbourne.com.

Order processing time

After your order is placed, please allow 1 to 3 business days for processing.

During this time, we review your order, check the product details, confirm the shipping information and prepare your order for dispatch.

Business days are Monday to Friday, excluding public holidays.

Shipping time

After your order has been processed and dispatched, delivery usually takes 3 to 7 business days.

Please note that delivery times are estimates and may vary due to carrier delays, customs checks, peak sale periods, public holidays, incorrect address details or other circumstances outside our control.

Direct supplier shipping

In many cases, Willow Melbourne ships products directly from our trusted suppliers.

We do this to make the shipping process more efficient for customers. Instead of sending items to us first and then forwarding them to the customer, the item may be shipped directly from the supplier to the customer.

This means that some parcels may be shipped directly from overseas, including from China.

We use this model to help reduce unnecessary handling time and to get your order moving as quickly as possible.

Shipping carriers

We offer free shipping across Australia.

Depending on the product, supplier location and delivery address, orders may be shipped with Australia Post, local delivery partners or international shipping partners.

If tracking is available for your order, tracking details will be sent to you once your order has been dispatched.

Shipping costs

Shipping is free for orders delivered within Australia, unless stated otherwise at checkout.

Incorrect shipping details

Please make sure your shipping details are correct before placing your order.

If you notice an error in your address, please contact us as soon as possible at:

info@willowmelbourne.com

We will do our best to help, but once an order has been processed or shipped, we may not be able to change the delivery address.

Delayed orders

If your order has not arrived within the expected delivery timeframe, please contact us at:

info@willowmelbourne.com

Please include your name, order number and the email address used to place the order.

We will review your order and help you with the next steps.

Lost or missing parcels

If tracking shows that your parcel has been delivered but you have not received it, please first check with other members of your household, neighbours, your local post office or the delivery carrier.

If you still cannot locate your parcel, contact us at:

info@willowmelbourne.com

We will review the situation and help where possible.

Questions

For any shipping questions, please contact us at:

info@willowmelbourne.com