FREE Shipping Australia & New Zealand on orders over $65 / International Shipping $25 for all orders over $99

Customer Care

Our customers are our number one priority. We take pride in our service standards and welcome any questions, feedback or concerns. 

All items from Willow Bay Australia come with a 12 months manufacturers warranty. Please email us at if you have a fault, please include images and a description of your concerns. 

Contact Us

Email - 

PO Box 24
Glenside SA 5065
Care Instructions 

Daydreamer Neoprene Totes - machine washable in cold water
Boutique Collection Zip Close Totes - machine washable in cold water 
Felt Collection - machine washable in cold water / lint roller to freshen up
Metallic Neoprene Tote Bag - washable by hand in cold water 

Mild detergent may be used. After washing hang your bag on a coat hanger to dry.
At Willow Bay we take every step to ensure quality craftsmanship. However like anything, please be gentle with your bag.

When opening and closing the press studs and or zippers please treat with care.

Neoprene is a bendy fabric so it is quite normal for your bag to arrived a little squished from being compact in transit. You can hang your bag overnight to get it back to shape or you can add some light steam to help speed up the process. Please do not apply direct heat to the fabric, hold the steam away from the fabric. 

Have any questions or concerns? We're always ready to help!
Email us at 


What is your return policy?
We do not offer returns for change of mind. For faults please email us at to initiate a return.

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 your delivery options?
We offer FREE standard domestic shipping for orders over $65 and express domestic shipping for $9.95.
Domestic shipping (standard) for orders under $65 is $9.95. 
We offer standard international shipping for a flat rate of $25.00 for all orders over $100 &  for orders under $100 will be charged at $40. 

International Orders (outside of Australia)
We welcome orders outside of Australia and charge a flat rate for shipping of $25 for all orders over $100. We use DHL Express 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.