CUSTOMER CARE

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FAQ'S

How long will it take for me to receive my order?

 

Australia:

By the Willow offers FREE EXPRESS shipping Australia-wide on all orders $60 & over. Packages are sent via Australia Post.

Shipping for orders under $60.00 are based on a flat rate and shipped through Australia Post: 

Standard Post - $6.00 per order

Express Post - $10.00 per order

You will receive a confirmation email from By the Willow to confirm that your order has been placed. Once your order has been dispatched, you will receive an email from Australia Post with tracking information. If you don’t receive an email, please check your junk mailbox. If you still can’t find it, it’s possible we have an incorrect email address for you. Please contact us with your Order Number to check the status of your order.

Orders received before 12pm on a business day are shipped the same day. Orders placed after 12pm will be sent out the next business day.

 

Orders placed on a weekend or a public holiday will also be sent on the next business day.

Please note that By the Willow is not responsible for any delays caused by Australia Post, especially during high-volume seasons. Please note that all delivery times are estimated. By the Willow is not guaranteeing delivery dates.

 

If you are not home to accept your package, Australia Post will leave a card in your letter box detailing the steps for picking up your delivery at the local post office.​

By the Willow is not liable for missing parcels due to any errors on the customer or Australia Post’s part.

Public Holidays

Shipping days do not include public holidays.

Sales Periods

There may be a delay of up to 2 days during our sale periods.

International

Shipping for orders are based on weight and shipped through Australia Post via the following shipping methods: 

International Economy Air

International Standard Post

International Express Post

You will receive a confirmation email from By the Willow to confirm that your order has been placed. Once your order has been dispatched, you will receive an email from Australia Post with tracking information. If you don’t receive an email, please check your junk mailbox. If you still can’t find it, it’s possible we have an incorrect email address for you. Please contact us with your Order Number to check the status of your order.

Orders received before 12pm on a business day are shipped the same day. Orders placed after 12pm will be sent out the next business day.

 

Orders placed on a weekend or a public holiday will also be sent on the next business day.

Please note that By the Willow is not responsible for any delays caused by Australia Post, especially during high-volume seasons. Please note that all delivery times are estimated. By the Willow is not guaranteeing delivery dates.​

By the Willow is not liable for missing parcels due to any errors on the customer or Australia Post’s part.

Public Holidays

Shipping days do not include public holidays.

Sales Periods

There may be a delay of up to 2 days during our sale periods.

When I try to track my order there are no available details?

You will receive a tracking email as soon as we despatch your parcel. If you haven’t received a tracking email, be sure to check your junk mailbox. If you don’t see any tracking details 48 hours after delivery, please contact us at inthatwillow@gmail.com for assistance.

FREE EXPRESS SHIPPING ON ORDERS OVER $80 WITHIN AUSTRALIA - AFTERPAY AVAILABLE