Shipping policy
Do you ship internationally?
Yes. Willow Bay Australia ships to most international destinations.
Available destinations are shown at checkout and can change due to customs requirements, carrier restrictions, postal disruptions or other circumstances outside our control.
Please contact us at info@willowbayaustralia.com before ordering if you need confirmation that we can deliver to your country.
Australian shipping
We currently offer the following shipping options within Australia:
- Standard shipping for orders under $65: $4.95
- Standard shipping for orders of $65 or more: Free
- Express shipping: $9.95
Shipping options and charges are shown at checkout before payment.
New Zealand shipping
We currently offer International Express shipping to New Zealand:
- Orders under $100: $9.95
- Orders of $100 or more: Free
Other international shipping
For destinations outside Australia and New Zealand, we currently offer International Express shipping:
- Orders under $100: $39.95
- Orders from $100 to $199.99: $19.95
- Orders of $200 or more: Free
Shipping availability and prices are confirmed at checkout.
Order processing
Please allow up to three business days for your order to be processed and dispatched.
We aim to dispatch orders placed before 12 pm Adelaide time on the same or next business day. Processing can take longer during sales, promotional periods, public holidays and other high-volume periods.
Business days exclude weekends and South Australian public holidays.
Australian delivery times
Standard delivery generally takes between two and seven business days after dispatch for Australian metropolitan areas.
Regional and remote deliveries can take longer. Express shipping reduces the carrier’s delivery time but does not change our order-processing period.
Delivery estimates are provided as a guide and are not guaranteed.
International delivery times
International delivery times depend on the destination, customs clearance, local postal services and other factors outside our control.
Australia Post currently estimates International Express delivery at three to six business days between major metropolitan areas for eligible, low-risk parcels that are pre-cleared through customs. This estimate excludes time spent in customs and delays outside Australia Post’s control.
Tracking your order
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.
Please check your junk or spam folder if you have not received your confirmation email.
Tracking information can take time to update after the parcel has been collected or transferred between postal networks.
Duties, taxes and import charges
International orders can attract customs duties, VAT, import taxes, clearance fees and carrier administration charges.
Except where charges are included or collected before dispatch, international orders are sent on a Delivered at Place basis. This means the recipient is responsible for charges imposed by customs authorities or delivery partners in the destination country.
These charges are not included in your product or shipping total unless clearly stated at checkout.
Willow Bay Australia does not control the amount charged by overseas customs authorities. We recommend checking your country’s import rules before ordering.
European Union orders
From 1 July 2026, the European Union removed the customs duty exemption that previously applied to goods valued below €150.
For parcels valued up to €150, VAT applies together with a temporary flat-rate customs duty of €3 per customs item. This charge applies per customs item rather than per parcel. Orders above €150 remain subject to the standard customs duty and tax process.
Unless charges are clearly shown as prepaid at checkout, EU orders are sent on a Delivered at Place basis. The recipient must pay applicable duties, VAT, taxes, customs fees and local handling charges before delivery.
EU customs authorities have advised Australia Post that landed costs paid on undeliverable parcels or parcels returned to the sender are not refundable.
United States orders
Australia Post services to the United States have resumed.
US customs rules require duties on Australia Post business shipments to be calculated and paid before the parcel enters the United States. The amount depends on the product’s country of manufacture, customs classification, declared value and current US tariff rules.
Applicable duties and processing fees are included in the amount shown at checkout.
United Kingdom and Canada
Orders sent to the United Kingdom and Canada can attract duties, taxes, VAT, customs fees and carrier handling charges.
Australia Post supports the calculation and collection of landed costs for eligible shipments to these destinations. Whether these costs are paid before dispatch or by the recipient depends on the shipping arrangement selected for the order.
Any charges included before dispatch will be shown during checkout. Where charges are not shown as prepaid, the recipient is responsible for paying them before delivery.
Incorrect or incomplete addresses
Please check your delivery address carefully before submitting your order.
Contact us as soon as possible if you notice an error. We cannot guarantee that an address can be changed after an order has been processed or dispatched.
Additional postage and return costs can apply when an order is returned because the customer supplied an incomplete or incorrect address.
Refused, unclaimed or returned international parcels
A parcel can be returned to us when:
- The recipient refuses delivery
- The parcel is not collected within the required period
- The delivery address is incorrect or incomplete
- Required customs charges are not paid
- The destination’s customs or postal authority rejects the parcel
We will contact you after the parcel has been returned to Willow Bay Australia.
Any refund or reshipment will be assessed under our Returns Policy. Original shipping charges, return-to-sender costs and non-refundable customs charges can be deducted from the refund, except where the return resulted from our error or the law requires another outcome.
Nothing in this policy excludes or restricts rights available under the Australian Consumer Law. Businesses cannot remove statutory consumer rights through their website policies, including rights relating to faulty products and reasonable return costs.
Delivery delays
Postal delays, customs inspections, severe weather, transport interruptions and local delivery issues can affect delivery times.
If your order has not arrived within the carrier’s estimated timeframe, contact us at info@willowbayaustralia.com with your order number.