What is your online returns policy?
Please click here for our returns & exchanges policy.
How do I return an online order?
Please click here for our returns & exchanges policy.
If I want to return an item will I have to pay for shipping?
Yes, return shipping and handling costs are at the expense of the customer. We are not responsible for the loss or delay of packages being returned and suggest using a shipping service that provides a tracking number and insurance. Any exchanges will be sent back to you free of charge.
What happens when I buy a pre order item?
Pre order is a service that allows you to pre purchase a garment before it is physically available in store or online. The item is charged to your credit card or Paypal account straight away but is not sent until the delivery date which is stated in the description. Once you receive the item all returns and exchange policies still apply.
When will I receive a pre ordered item?
Items that are available to buy on pre order are not shipped until the delivery date specified in the styles description. However, the garment is charged to your credit card or Paypal account at time of purchase.
Do you ship Internationally?
Yes! We ship worldwide to most countries.
How much does international shipping cost?
We offer FREE worldwide shipping on all orders $500 and over. For orders under $500, our shipping costs are as follows:
New Zealand: AU$15
Asia Pacific: AU$80
United Kingdom: AU$50
Rest of World: AU$50
How fast is your shipping?
Most of our orders are shipped within 24 hours of purchase from our New Zealand workroom, pending availability and credit verification. Once your order is shipped, we estimate you will receive your order within 1-8 business days of its ship date. Shipping times may vary, but rest assured we work our hardest to get you your order as quickly as possible.
We do not ship on the weekend, or on AU or NZ holidays, and we do not offer Saturday delivery yet.
Do you offer overnight shipping?
Sorry, we do not yet offer overnight shipping. Join our mailing list here to keep updated on any changes and developments!
Do I have to pay customs and import duties?
If you are purchasing anything from our website and you live outside of Australia and New Zealand please be aware of any import duties and taxes that may be charged on delivery into your country. These charges depend on your country's import legislation and are not covered by Willa & Mae. If these taxes are imposed, the approximate delivery time may be affected.
How do I track my order?
When your order has left us you will receive an automated e-mail with a tracking reference. Please allow a couple of hours for this to register in the system before tracking it as information will not be available immediately.
Will I need to sign for my order?
Yes, we recommend that you provide us with an address where someone will be available to sign for the delivery. If nobody is home when delivery is attempted a “Card to Call” will be left. You can then arrange for re-delivery or collection.
Can I use a PO Box for my delivery address?
No, we are unable to deliver directly to PO Box addresses as a signature is required on delivery.
I have received the wrong item in my order, what should I do?
Oh no! If you have received an incorrect item please contact us at firstname.lastname@example.org with your name, order number and as many details as possible within 7 days of receiving your order.
I have received something faulty in my order, what should I do?
Oh no! If you have received a faulty item please contact us at email@example.com with your name, order number and as many details as possible within 7 days of receiving your order. We will resolve any issues with faulty items as quickly as we can.
How do I sign up to the Willa & Mae database?
Click here to sign up to our database.
How do I know which size will fit me best?
The Size Guide serves as a general guideline for helping you find your size in Willa & Mae. All products are based on standard New Zealand sizing, and our items generally run true to size. If you have questions about a specific style’s measurements, you can always reach out to our customer care team at firstname.lastname@example.org. Please include your bust, waist, and high hip/low hip measurements with your note and we’ll help you out.
If the item is sold out online does that mean it is sold out forever?
No, just because an item is sold out online does not mean it is gone forever! To check if an item may be available in the future, please email email@example.com.
What currency are your prices displayed in?
We are based in sunny Sydney, Australia and all prices displayed are in Australian Dollars (AUD) unless otherwise specified.
What payment methods do you accept?
We accept payment by Visa, MasterCard and Bankcard as well as PayPal.
Where else can I find Willa & Mae products?
We stock Willa & Mae products exclusively at our website. Please email us at firstname.lastname@example.org if you have any queries.
Do Willa & Mae products ever go on sale?
No. Willa & Mae products are exclusive and not seasonally-based; therefore we do not offer end-of-season sale prices.
How do I care for my Willa & Mae items?
Each item is unique and may require different care. Attached to each garment is a care label that will provide you with care instructions to maintain the quality of your item. Contact us at email@example.com if you have any further questions on how to care for your item – we are happy to help!
I can’t log in to my account, what should I do?
If your e-mail address or password is not working, check that you are using the same e-mail address and password that you used when you first created your account.
If you do not remember your password, enter your e-mail address in to the 'Forgot Your Password?' box on the log-in page and we'll send you an e-mail to remind you what your password is.
Email us anytime at firstname.lastname@example.org.
Who can I contact about press inquiries?
OMG Five PR, Sydney. Please email email@example.com with any press inquiries.