Shipping Policy

Thank you for shopping with Willow & Vale. Below you will find important information about our shipping process, delivery times, and international charges.

Order Processing
After your order has been placed, we require 3–5 business days to process it. Orders placed on weekdays are usually processed within one business day. Orders placed on Friday evenings, weekends, or public holidays may require additional processing time. Once your order has been processed, you will receive a shipping confirmation email with tracking information (if available).

Estimated Delivery Time
After processing, the estimated delivery time is 8–12 business days. Delivery times are estimates and may vary due to customs clearance, weather conditions, holidays, or other circumstances beyond our control.

Shipping Costs
We offer free standard shipping on all orders, with no minimum purchase requirements or hidden shipping fees.

Import Duties, Taxes and Customs Charges
Unless expressly stated otherwise, all prices are exclusive of any import duties, customs duties, local taxes, and other charges that may apply in the destination country. For international deliveries, goods are supplied on a DAP (Delivered at Place, Incoterms® 2020) basis, unless otherwise agreed in writing.

Where we are legally required to collect and remit local taxes (such as GST, VAT, or similar), these will be calculated at checkout or, where indicated, are already included in the purchase price. Any import duties, customs charges, or taxes not collected by us at checkout are the responsibility of the customer.

If a customer refuses to pay applicable import duties or taxes, or refuses delivery, we reserve the right to recover any resulting costs — including return shipping, storage, customs handling, and administrative fees — to the fullest extent permitted by law.

Sustainability Commitment
To reduce waste, lower transportation emissions, and offer competitive pricing, we consolidate orders into efficient shipping batches whenever possible. This helps minimise our environmental impact while keeping our products affordable.

Expedited Shipping
If you require expedited shipping, please contact our customer support team before placing your order. We will gladly check whether a faster option is available for your destination.

How to Place an Order

1. Visit the product page and click "Add to Cart."
2. Verify you've selected the correct size, colour, or variant.
3. Proceed to checkout and enter your shipping and contact information.
4. Confirm your shipping address.
5. Select your preferred payment method.
6. Complete your order by following the on-screen payment instructions.

Secure Payments
All payments are processed through secure payment providers and protected by SSL encryption, keeping your personal and payment information safe throughout checkout.

Questions?
Contact us at willowandvale.nz@gmail.com — our team is happy to assist.