Shipping Policy

Shipping Policy

At Willow & Mae, we aim to provide a smooth and secure shopping experience, supported by reliable and efficient delivery.

Order Processing

Orders are generally processed within 2–3 business days after being placed.

Processing times may be longer during sales, promotional periods, public holidays, or periods of unusually high demand.

Once your order has been processed and dispatched, you will receive a shipping confirmation email containing your tracking information.

Estimated Delivery Time

After dispatch, delivery generally takes approximately 7–12 business days, depending on your location.

The estimated total delivery timeframe, including order processing, is therefore approximately 9–15 business days.

Please note that delivery timeframes are estimates and cannot be guaranteed. Delays may occasionally occur due to circumstances outside our control, including customs processing, carrier disruptions, severe weather, public holidays, or unusually high shipping volumes.

Where We Ship From

All Willow & Mae orders are shipped directly from our international fulfilment centre in Asia.

Shipping products directly from our international warehouse allows us to offer a wider product selection, maintain reliable stock availability, and fulfil customer demand efficiently.

Your order may be shipped in more than one parcel if it contains multiple products or products stored at different fulfilment locations. If this happens, you may receive separate tracking information for each parcel.

Shipping Methods

We work with trusted international logistics providers and local delivery partners to deliver your order as safely and efficiently as possible.

The carrier used for your order may vary depending on your delivery address, the product ordered, and the available shipping service.

Once a parcel has reached its destination country, it may be transferred to a local delivery provider for final delivery.

Free Shipping

We offer free standard shipping on all orders.

No additional standard shipping fee will be added during checkout unless a different paid delivery option is clearly selected or stated.

Order Tracking

Once your order has been dispatched, you will receive an email containing your tracking number and a link that allows you to follow your delivery.

Please allow several business days for tracking information to become active after receiving your shipping confirmation. Tracking updates may not appear immediately while the parcel is being transferred between international carriers or processing facilities.

Delivery Delays

If we become aware of a significant logistical or customs delay affecting your order, we will make reasonable efforts to notify you and provide support where possible.

Please understand that customs processing times, carrier delays, and other circumstances outside our control may affect the estimated delivery timeframe.

A delay does not automatically mean that a parcel has been lost. If your tracking information has not updated for an extended period, please contact our customer support team so that we can investigate.

Incorrect or Incomplete Delivery Information

Customers are responsible for providing complete and accurate delivery information when placing an order.

Willow & Mae is not responsible for delays, failed deliveries, or lost parcels caused by an incorrect or incomplete address provided by the customer.

If you notice an error in your delivery details, please contact our customer support team immediately. We may not be able to amend the address once the order has entered processing or has been dispatched.

If a parcel is returned due to an incorrect address, an unsuccessful delivery attempt, or failure to collect it, additional shipping costs may apply before the order can be sent again.

Lost or Damaged Parcels

If your parcel is lost during delivery or arrives damaged, please contact our customer support team as soon as possible.

We may ask you to provide:

  • Your order number.

  • Photographs of the parcel and product.

  • Photographs of the shipping label.

  • Any relevant tracking or delivery information.

Once the issue has been reviewed and confirmed, we will provide an appropriate solution in accordance with our Refund and Return Policy and applicable consumer law.

Customs, Import Duties, and Taxes

Orders are shipped from our international fulfilment centre in Asia.

Depending on your country or region, your order may be subject to GST, VAT, import duties, customs charges, handling fees, or other local taxes when it enters the destination country.

Unless otherwise stated during checkout, these charges are not included in the product price and must be paid by the customer directly to the shipping carrier, customs authority, or other relevant authority.

Willow & Mae does not control these charges and cannot determine their amount in advance. Customers are responsible for checking any applicable import requirements and charges before placing an order.

By placing an order, you acknowledge that:

  • Your order will be shipped internationally.

  • Customs processing may affect the delivery timeframe.

  • You are responsible for any applicable import duties, taxes, or customs charges that are not collected during checkout.

Nothing in this policy excludes any rights or remedies that cannot legally be excluded under applicable consumer law.

Returns

For information about returns, exchanges, and refunds, please review our Refund and Return Policy.

Products must not be returned to the address shown on the original parcel. Please contact our customer support team before returning a product so that we can provide the correct return instructions and designated return address.

Contact Us

If you have any questions about your order, delivery, or tracking information, please contact our customer support team. We will be happy to assist you.