FAQ’s

What payment methods do you accept?

We accept PayPal, Afterpay, Apple Pay, Mastercard, Visa and American Express.

How do I keep my Willow Bay bag looking brand new?

A lot of our neoprene bags are actually machine washable in cold delicate cycle. Head over to caring for your bag.

Do you sell Willow Bay gift cards? 

We sure do! You can purchase a Willow Bay Australia gift card here.

What are the conditions for using my 15% off discount code for subscribing to your VIP mailing list?

The 15% welcome code is valid off full priced items only excluding the art gallery collection. Not valid for use on sale items or gift cards. 

Do you ship overseas?

We sure do. We send Willow Bay bags worldwide.

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, and delivery is between 2 – 7 working 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.   

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.

What are my delivery options?

Australia wide

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

International orders (outside Australia)

For all NZ orders we offer express shipping for a flat rate of $14.95. 

All other international orders:
Express shipping $19.95 for all orders over AU$65
Free for all orders over AU$100

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. 

What is your exchange policy? 

View our refunds and exchanges policy.