Shipping & Delivery
Shipping costs
We ship New Zealand wide using NZ Post courier services. All parcels are shipped in eco-friendly compostable shipping bags.
| Orders over $100 | Free shipping |
| Non-rural - no signature required | $6.50 |
| Non-rural - signature required | $7.30 |
| Rural - no signature required | $12.50 |
| Rural - signature required | $13.30 |
| Within Morrinsville, Waikato | Free delivery |
Dispatch and delivery information
Once you have placed your order, we aim to get your parcel dispatched within 3 business days. If your order contains customised/personalised items, it may take up to 5 business days to dispatch.
All orders are handmade in and sent from Morrinsville, Waikato.
Once dispatched, we expect your order to be delivered within 1-3 business days. Rural delivery may take a bit longer. NZ Post's website advises of any delays, if any, to their delivery network, which may result in delivery taking a bit longer.
Tracking information
You will receive an email with your shipping tracking details once your order is ready for dispatch.
The tracking link may take a few days to work as the email is sent when we print your shipping label, but the tracking information won't display until it has been picked up by NZ Post.
If you experience any issues with tracking your parcel, please wait 2 days to see if your tracking information updates. If not, please get in touch with us so we can investigate.
Local delivery in Morrinsville
If you select free local delivery within Morrinsville, we will contact you to organise a time to deliver. We expect to deliver your parcel within 3 business days, however this may take longer if we are not able to get in touch with you to arrange delivery.
Receiving my parcel
Please ensure your contact phone number, email address and shipping address are accurate when placing your order to ensure there are no delays to receiving your parcel.
If you select signature required shipping, please ensure someone will be available to sign for your parcel. If you have given NZ Post authority to leave your parcel, please note that even if you select signature delivery, NZ Post may leave your parcel. To learn more, change or check this, please check the NZ Post website and contact them if needed.
FAQs
Frequently asked questions
My parcel hasn't arrived yet, what should I do?
Please check your tracking information to identify where your parcel is. If your parcel hasn't been scanned or updated in 3 days, please submit a parcel enquiry with NZ Post or contact us and we can do so on your behalf.
If NZ Post are experiencing delays in their delivery network, this may also cause a delay with the delivery of your parcel. NZ Post's domestic delivery status can be checked on their website.
My parcel says it has been delivered, but I cannot find it. What should I do?
Please check thoroughly around your property and check the tracking information to see if the courier has taken a photo of where your parcel was left.
If you cannot locate your parcel, please contact us and we will lodge an enquiry with NZ Post.
If your parcel was lost or stolen, we will send you a replacement or issue a refund if we are unable to replace your items. As our products are custom-made in small batches, we may not have remaining stock to replace your item with the same one initially ordered, and can exchange for another item or issue a refund instead. We will discuss with you what options are available if NZ Post are unable to locate your parcel.
How is your packaging eco-friendly?
We send all parcels in eco-friendly shipping bags that can be composted at home or commercially.
Made from biopolymers (derived from corn starch and sugar cane) and a biodegradable co-polymer, they do not contain any conventional plastic.
How do I compost my shipping bag?
Please remove or cut off any labels or stickers and place the bag into your compost bin at home.
If you do not have a home compost, you can send the bag to your nearest commercial composting facility, or place in a family member or friend's compost bin.
Do you offer free shipping?
We offer free shipping on orders over $100. This will automatically apply at checkout - no code needed.
Free shipping is valid for both rural and non-rural orders.
Does it cost extra for rural delivery?
Unfortunately rural delivery does have a surcharge, unless your order qualifies for free shipping (when your order totals over $100).
If you are ordering to a rural address, please select the relevant option at checkout. If the incorrect option is selected, we may need to amend your order to correct it before we can ship it. If we can't get in touch with you to confirm this change and any additional fees required, we may need to cancel your order.
How can I return my item?
You are able to return your Willa items, subject to our Returns and Refund Policy, within 30 days of receiving them, and exchange for another in-stock product or refund.
Please note that change of remind returns will incur additional postage fees as your item(s) will need to be posted back to us at your own expense. If you believe your Willa items are faulty, we will cover the postage charges.
Learn more about returning your Willa items and our returns and refund policy.
I have a question about my order, how do I get in touch?
Please get in touch with our friendly team and we will do our best to help.
Please note that we are unable to make changes to your order once it has been dispatched, as it is no longer with us. If you change your mind after dispatch, you can return your item to exchange for another or receive a refund.*
*Subject to our return policy. Learn more about returns.
I have a question about delivery, how do I get in touch?
If you have any questions about delivery, please get in touch with our friendly team and we will do our best to help.
If your parcel has already been dispatched, you can contact us or contact NZ Post directly as they manage your parcel once it has been dispatched.