Shipping policy

DO YOU SHIP OVERSEAS?

We sure do. We send Willow Bay bags mostly worldwide, some exclusions due to postal restrictions. (Please email us at info@willowbayaustralia.com if you require confirmation on your own country)

UPDATE 1st July 2026...

Important Update for International Orders: EU, UK and Canada

From 1 July 2026, new customs rules apply to parcels being sent to the European Union.

For EU orders, the previous €150 duty-free threshold has been removed. This means EU customers are responsible for any customs duties, VAT, taxes, import fees or local charges applied by customs authorities in their country.

For parcels valued under €150, VAT applies, along with a flat €3 customs duty per item. Parcels valued over €150 continue to follow the existing customs duty and tax process.

At this stage, our EU orders are sent on a Delivered at Place basis. This means duties, taxes and import fees are not included in your order total unless clearly stated at checkout. These charges are set by local customs authorities and are the customer’s responsibility.

Australia Post has advised that Delivery Duty Paid services are not yet available across the full EU postal network while final confirmation is pending from international postal operators and authorities.

Please note the following service updates:

Denmark: postal services are temporarily suspended from 1 July 2026.

Romania: service confirmation is pending. Postal services to Romania is temporarily suspended from 1 July 2026 until the issue is resolved.

If an international parcel is refused, unclaimed, undeliverable or returned to sender, duties, taxes, VAT, customs fees, postage and return costs are not refundable. EU customs authorities have advised that refunds will not be issued on landed costs paid for shipments that are undeliverable or returned to sender.

For orders sent to the United Kingdom, Australia Post now supports advance payment of VAT from 1 July 2026 where available.

For orders sent to Canada, Australia Post now supports Delivery Duty Paid services for eligible business sending options from 1 July 2026 where available.

International postal rules, customs processes and delivery availability can change at any time. We will update this page as new information becomes available.



UPDATE 26th August 2025...

Important Shipping Update – United States

Due to recent changes in US import tariff regulations, Australia Post has temporarily suspended parcel services to the United States and Puerto Rico.

Unfortunately, this means we are unable to ship orders to these destinations at this time.

We’re working closely with Australia Post and their compliance partners to resume services as soon as possible. In the meantime, US and Puerto Rican customers will not be able to complete checkout.

We appreciate your understanding and will provide updates as soon as shipping resumes.


WHAT ARE MY DELIVERY OPTIONS?

Domestic (Australia Wide)

We offer FREE standard domestic shipping for all orders over $65 (Australia wide). 

Orders Under $65 Shipping is $4.95

Express Domestic Shipping is $9.95

International Orders (outside Australia)

For all NZ International Express Shipping:

Orders over AU$100 Shipping is FREE

Orders Under AU$100 Shipping is AU$9.95. 

All other International Express Shipping:

Orders over AU$200 are FREE

Orders Over AU$65 are AU$19.95 

Orders Under AU$65 Shipping are AU$39.95

We use Australia Post for all deliveries. Please note that duties and taxes may be applicable and will differ from country to country. It is the responsibility of the customer/buyer to pay any duties or taxes that may apply. Please check the duties threshold within your country for an estimate on these costs.

***CURRENTLY SUSPENDED_(IMPORTANT UPDATE FOR OUR U.S. CUSTOMERS

Due to recent changes introduced by the U.S. Government regarding import tariffs, including those imposed under President Trump’s updated trade measures, please be aware that any customs duties or import taxes applicable to your order are the responsibility of the customer.

Willow Bay Australia ships internationally with care, and whilst we continue to offer express delivery options and premium service, we cannot control or prepay government-imposed fees in your country.

We encourage our valued U.S. customers to check with U.S. Customs or your local postal service for more details about any applicable import charges.

In summary: 

All import duties, taxes, and tariffs (if applicable) are the responsibility of the customer.

We are proud to ship all orders directly from Australia. However, some of our products are manufactured in China, and under U.S. Customs regulations, import duties or tariffs may apply—regardless of where the item is shipped from.

We’re here to help if you have any questions prior to ordering—please reach out to our team.)

WHEN WILL I RECEIVE MY ORDER?

Our goal is to deliver your Willow Bay bag as quickly as possible. All orders have a processing time of 72 business hours, however in most cases if you order is received before 12pm (Adelaide time) on a business day, it will leave our warehouse that day or the next business day. Delivery will vary between 2 – 7 business days domestically to metro areas (possibly longer to regional areas). You will receive an email confirming the dispatch of your order once it has been sent along with your tracking number. Please ensure you check your junk folder as they can sometimes land there. 

If, for some reason, there is a delay in the delivery of your order we will communicate this within 2 working days and confirm your delivery timeframe. Please do not hesitate to contact us if your package has not arrived in the allowed time frame.

HOW DO I TRACK MY ORDER?

Once your item is shipped you will be sent an email update on the status of your shipment.