FAQ

Everything customers ask us most often. If your question is not here, email support@willamelbourne.com and we answer within 24 hours.

How long does delivery take?

Orders are processed in 1 to 2 business days and then take 6 to 10 business days in transit, so 7 to 12 business days in total. You get a tracking number by email as soon as your parcel leaves the warehouse.

Do you offer free shipping?

Yes. Delivery is free on every order across Australia, with no minimum spend, and any customs or import charges are covered by us.

How do I track my order?

Use the tracking number in your dispatch email on our Track Your Order page. It can take 2 to 4 business days for the first scan to appear, which is normal.

Can I return something?

Yes. You have 30 days from delivery to return eligible items that are unworn, unwashed and in their original packaging with tags attached. Email us and we send you the return address. Full details in our Returns and Refunds Policy.

What if my item arrives faulty or is not what I ordered?

Contact us as soon as you can, with your order number and a photo. We do not apply a fixed cut-off for faulty, damaged or incorrect items; see our Returns and Refunds Policy. Where there is a major failure you choose between a refund and a replacement, and for a minor failure we repair, replace or refund within a reasonable time. In these cases we pay the return postage. These are your rights under the Australian Consumer Law and nothing in our policies limits them.

How long do refunds take?

We process the refund within 5 business days of receiving the return, back to your original payment method. Your bank can take a further 3 to 10 business days to show it.

What payment methods do you accept?

Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay. Payments are processed through Shopify's secure, PCI compliant checkout and we never see or store your full card number.

Are prices in Australian dollars?

Yes. All prices are in AUD and include GST where it applies. The price you see at checkout is the final price.

Do you run discounts?

Our closing sale includes reduced prices and extra savings on eligible items: buy 2 for an extra 10% off, 3 for 15% off, or 4 or more for 20% off. The applicable discount is shown in your cart and at checkout. Delivery is free on every order.

What if my size does not fit?

Check the size chart on each product page before ordering. If the fit is wrong, the 30 day return applies and you can exchange or refund.

How do I contact you?

Email support@willamelbourne.com, Monday to Friday 9:00 am to 5:00 pm and Saturday 12:00 pm to 5:00 pm (AEST). We reply within 24 hours.

Contact

Phone: +61 7 5619 5272
Email: support@willamelbourne.com

Who you are buying from

Store name: Willa Melbourne
Company name: Elevate Ecom Limited
Registered address: Unit 1603, 16/F, The L. Plaza, 367-375 Queen's Road Central, Sheung Wan, Hong Kong
Company registration number: 80663230
Email: support@willamelbourne.com
Phone: +61 7 5619 5272
Customer service: Monday to Friday 9:00 am to 5:00 pm (AEST), Saturday 12:00 pm to 5:00 pm (AEST)
Response time: within 24 hours on business days