Shipping policy

Last Updated: 15/08/2025

This policy applies to Willow and Tide and is designed to provide a clear understanding of our shipping procedures. Please review it carefully before placing an order.

Important Shipping Information

  • Shipping Costs: Free standard shipping across Australia 
  • Processing Time: 1-3 business days for quality inspection (Monday-Friday)
  • Dispatch Days: Monday–Friday 
  • Estimated Delivery Time: 7-10 business days after processing 

Shipping Details

We currently ship only within Australia. Every order is shipped via Standard delivery. From the moment you place your order until it arrives at your doorstep, delivery typically takes 8 to 13 business days. At this time, express shipping is not available. 

Damaged or Incorrect Orders

We sincerely apologize if you receive a damaged or incorrect item. If this happens, please take clear photos of the issue and contact us as soon as possible. To report a problem, email us at support@willow-tide.com including:

  • Your order number
  • Details of the issue
  • Photos of the damage or incorrect item

We will promptly find a suitable solution for you.

Order Cancellation

Orders can be cancelled within 24 hours of purchase, provided they have not entered Processing. If you wish to cancel, please contact us straight away with your order number. After 24 hours or once Processing has begun, cancellation is not possible

Delayed Orders 

In times of high demand (e.g., holiday seasons), delivery may be delayed. If your order has not arrived within three additional business days beyond the estimated time, please reach out to our customer service team for assistance.

Order Processing & Cut-Off Time

  • Orders placed before 5:00 PM ACST on business days (Monday to Friday) will be processed on the same day.
  • Orders placed after the cut-off time, on weekends, or on public holidays will be processed on the next business day.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of your rights, please contact us.

Store Name: Willow and Tide

Company Name: Kurzeni Limited.

Company Registration Number: 78520199

Address: 74-78 Stanley Street, Central Hong Kong  

Phone: +61 468134607

Email: support@willow-tide.com 

Opening Hours: Monday to Saturday: 8:00 AM to 6:00 PM ACST

Sunday: Closed

Reach out to us: Contact page