Shipping Policy

PROCESSING TIMES

Please allow up to 5 business days for orders to be processed and shipped once full payment has been received. If the soap is already in stock, processing time will be shorter.

You will receive a confirmation email notifying you that your order has been shipped. You will receive a tracking number via email from Sendle or Australia Post so please ensure your details are correct. Allow up to 48 hours for the tracking information to become available.

DOMESTIC SHIPPING

We ship the majority of our products via Sendle using standard shipping. For remote locations, products are shipped via Australia Post. Shipping rates will be calculated and displayed at checkout and are based the total weight of your order. For an idea of how much you will be charged for shipping, please see the table below.

All parcels are marked as “Authority to Leave” (ATL) to minimise contact during COVID-19. In some cases, a parcel over 1kg may be marked as “Signature on Delivery”, please contact us before we ship the order to discuss.

Please note that Sendle cannot deliver to Australia Post-owned properties (this includes post offices, PO boxes, locked bags and parcel lockers), so a physical street address is required for deliveries.

Delivery times may vary and please note that there may be shipping delays due to COVID-19. If your postcode is in a metro area, there is a high chance that deliveries will be received within 5 working days. If you haven’t received your order within 10 working days of receiving your shipping confirmation email then please contact us at willowandferncreations@gmail.com and we will investigate the issue for you.

Once your order has been shipped, they are the responsibility of the courier company and we are not responsible for factors outside of our control, e.g. shipping delays, lost, stolen or damaged goods from transit or incorrect address details. Please ensure your address and any delivery instructions have been entered in correctly as we are not liable for delay, loss or damage due to the incorrect or incomplete address being provided. We do not offer refunds or replacements for parcels that go missing, however you can make a claim directly with Sendle or Australia Post.

We do not offer express shipping.

INTERNATIONAL SHIPPING

Currently we only offer shipping within Australia.

CANCELLATION POLICY

We accept cancellations within 24 hours of purchase and will issue a refund upon request minus any transaction fees that were paid by us. We will notify you of this fee. Please contact us at willowandferncreations@gmail.com to discuss cancelling an order. If the order has already been shipped, we are unable to offer you a refund.