FAQs

Does Wind & Willow Co have a real shop? 

No, we are primarily an online store. However, we do have stockists all over Australia & New Zealand! You can check out a list of our stockists here.

 

Help! Can I change or cancel my order? 

Shipping

How long until you ship my order? 

Get your order in nice and early (before 2pm AEST) and we'll have it on its way the same day. Otherwise, your order will be dispatched within 48 hours (excluding weekends and public holidays). Please keep in mind that there is a human behind every single order so during peak times please allow another business day. 

 

Where does my order ship from? 

All orders are shipped from our Northern Beaches warehouse, Sydney , Australia.  

How much does shipping cost? 

Free Standard Shipping is available for Aus and NZ for orders over $39.99 AUD or equivalent.  

Other shipping rates: 

Australia

Standard Shipping (under $100AUD) - $9.95 AUD 

Express Shipping (under $250AUD) - $12.95 AUD 

New Zealand 

Standard Shipping (under $100AUD) - $9.95 AUD 

Express Shipping (under $250AUD) - $29.95 AUD 

USA

Standard Shipping  - $31.95 AUD

Express Shipping - $44.95 AUD

 

What carrier do you use to ship? 

We currently use Australia Post as our preferred shipping option for domestic and international shipping. 

Will I get tracking?

All orders are sent with tracking, if you have not received your parcel and are concerned for it’s whereabouts, please get in contact via support@windandwillowco.com or via the contact page on the homepage. 

Make sure you provide your mobile number in order to receive tracking updates from Australia Post. 

What about Returns, Refunds and Exchanges Policy? 

Your item must be in its original unused condition to be returned, unless there is a defect. You must return the item within 30 days of your purchase. Return postage costs are at the expense of the customer.

Please contact support@windandwillowco.com to request a return and arrange a refund. 

What about Customs and Duty Charges?  

International orders may be subject to local charges. Any customs or import duties and associated fees are charged once the parcel reaches its destination country. These charges are not included on our website and must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be.

If you have any questions regarding overseas duties and custom charges you should contact your local customs office for more information. Wind and Willow co cannot be held responsible for any additional charges on your order, nor can we accept a return of the order in this case.

Customs policies vary widely from country to country, so please contact your local customs office for further information. If you refuse to pay these charges your parcel may be abandoned and Wind and Willow Co will not be held responsible for any loss of funds as a result of this occurrence.

We comply with Australian export regulations. We are therefore required to declare the exact value of all items ordered and to mark them as dutiable 'merchandise'. We are also prohibited by law from marking the order as a 'gift' to bypass or reduce customs fees even if the order is placed with the intention of sending to a gift recipient.

How do I become a stockist? (Wholesale) 

If you wish to apply for a wholesale account please apply for an account here. Our friendly team will review your ABN (if Australia based), business details, website and social media handles. We will then notify you via email once your wholesale account has been approved.