Shipping policy
Shipping Policy
Choose your region below to view delivery rates and estimated times.
Fast tracked delivery
Many orders arrive in as little as 5–7 business days.
Tracked as standard
Every order tracked, on every route, at no extra cost.
Where are we delivering to?
Select your region to see your rates and estimated delivery times.
How your order reaches you
Order placed
Confirmation email arrives straight away
Dispatched
Usually the next business day
Tracking sent
Emailed within 24 hours, usually inside 12
Delivered
Many orders arrive in as little as 5–7 business days
Delivering to
United Kingdom
Rates and delivery times
Delivery options
Available shipping methods and any applicable delivery charges are shown at checkout before you place your order.
Tracking is provided for every order and emailed to you within 24 hours of dispatch — usually within 12.
Many UK orders arrive in as little as 5–7 business days from dispatch. A small number take longer where a parcel is held or routed differently.
No surprises at checkout. Your full total — including delivery and any applicable taxes or charges — is shown before you pay.
Delivering to
Europe
Rates and delivery times
Delivery rates for European destinations are calculated at checkout based on your country. You'll see the exact cost before you pay.
Many European orders arrive in as little as 5–7 business days from dispatch. Remote regions and islands can take a little longer.
No surprises at checkout. Your full total — including delivery and any applicable taxes or charges — is shown before you pay.
Delivering to
United States
Rates and delivery times
Delivery options
Available shipping methods and any applicable delivery charges are shown at checkout before you place your order.
Tracking is provided for every order and emailed to you within 24 hours of dispatch — usually within 12.
Many US orders arrive in as little as 5–7 business days from dispatch. A small number take longer where a parcel is held or routed differently.
No surprises at checkout. Your full total — including delivery and any applicable taxes or charges — is shown before you pay.
Delivering to
Australia
Rates and delivery times
Delivery options
Available shipping methods and any applicable delivery charges are shown at checkout before you place your order.
Tracking is provided for every order and emailed to you within 24 hours of dispatch — usually within 12.
Many Australian orders arrive in as little as 5–7 business days from dispatch. Regional and remote postcodes can add a few days.
No surprises at checkout. Your full total — including delivery and any applicable taxes or charges — is shown before you pay.
Delivering to
New Zealand
Rates and delivery times
Delivery options
Available shipping methods and any applicable delivery charges are shown at checkout before you place your order.
Tracking is provided for every order and emailed to you within 24 hours of dispatch — usually within 12.
Many New Zealand orders arrive in as little as 5–7 business days from dispatch. Rural delivery addresses can add a few days.
No surprises at checkout. Your full total — including delivery and any applicable taxes or charges — is shown before you pay.
Delivering to
Canada
Rates and delivery times
Delivery options
Available shipping methods and any applicable delivery charges are shown at checkout before you place your order.
Tracking is provided for every order and emailed to you within 24 hours of dispatch — usually within 12.
Many Canadian orders arrive in as little as 5–7 business days from dispatch. Northern and remote communities can take longer.
No surprises at checkout. Your full total — including delivery and any applicable taxes or charges — is shown before you pay.
Delivering to
Rest of the world
Rates and delivery times
Rates are calculated at checkout based on your delivery address. If your country doesn't appear at checkout, we don't currently deliver there — email us and we'll tell you if that's likely to change.
Delivery times vary considerably depending on distance and local postal performance.
No surprises at checkout. Your full total — including delivery and any applicable taxes or charges — is shown before you pay.
Dispatch times
We aim to dispatch every order within 1–3 business days, and most orders go out the next business day. Business days are Monday to Friday, excluding public holidays.
- ◆ Orders placed at weekends or on a holiday begin processing the next business day.
- ◆ During peak periods — Black Friday, Christmas, Mother's Day and major sales — dispatch can take up to 5 business days.
- ◆ You'll get a dispatch email with your tracking number as soon as your parcel is on its way.
Delivery estimates start from the day your order is dispatched, not the day you place it. Add the dispatch time to get your full estimate.
Tracking your order
Every order is tracked. Your tracking number is sent to you within 24 hours of dispatch, and in most cases it lands within 12.
Add your email at checkout
Order confirmations, dispatch notices, tracking numbers and delivery updates are all sent by email. Adding your address at checkout is the only way to receive the full set.
If you checked out with a phone number and no email, your order confirmation will arrive by SMS — but shipping and tracking updates may not reach you at all. Email us with your order number and we'll add an address to your order.
When we'll get in touch
If anything comes up while your parcel is out for delivery, we'll contact you by email — or by SMS where that's the contact detail we hold. That includes:
A missed delivery attempt · a parcel waiting for collection · a query on your address · a customs or clearance question · anything else holding your order up.
- ◆ Check your spam or promotions folder if the dispatch email hasn't appeared within 24 hours.
- ◆ Tracking can take 24–72 hours to show its first scan. A number that isn't updating yet is normal, not a problem.
- ◆ On international routes, tracking sometimes goes quiet for a few days while a parcel moves between countries. It picks up again on arrival.
- ◆ Entered the wrong email address? Email us from the correct one with your order number and we'll resend everything.
- ◆ If there's no movement at all for more than 10 business days, email us and we'll chase it.
Tracking links are provided by the carrier. We don't control how often they update.
Delivery estimates are estimates
We give the most realistic timeframes we can, based on how our orders actually travel. They aren't guarantees, and a small number of parcels take longer for reasons outside anyone's control:
- ◆ Customs inspections and clearance backlogs
- ◆ Severe weather, natural disasters or flight disruption
- ◆ Carrier strikes and postal service delays
- ◆ Peak season volume around major holidays
If your parcel is running well past its estimate, email us. We'd rather hear from you early than have you waiting and wondering.
If something goes wrong
Damaged on arrival
Photograph the parcel and the item, then email us within 14 days of delivery. We'll replace it or refund you, and cover return postage.
Lost in transit
If tracking hasn't moved for 10 business days, tell us. We'll open an enquiry with the carrier and come back to you within 14 days.
Marked delivered, not received
Check with neighbours, your building's mail room and your local depot first, then email us. We'll investigate with the carrier.
Email care@woolisi.com.au with your order number and any photos. We reply within 5 business days.
Delivery addresses
Please check your address carefully at checkout. Once an order is dispatched we can't redirect it.
- ◆ Spotted a mistake? Email us straight away. If we catch it before dispatch we'll fix it; after that we can't.
- ◆ Returned to sender. If a parcel comes back because the address was wrong or incomplete, we'll contact you. Re-delivery is charged at the standard rate.
- ◆ Uncollected parcels. Carriers hold undelivered parcels for a limited time before returning or disposing of them. We can't recover a parcel once that window closes.
We can't take responsibility for parcels sent to an address entered incorrectly at checkout.
Pricing and charges
Everything you pay is shown at checkout before you confirm your order — the item price, delivery, and any taxes or charges that apply to your destination.
- ◆ We never add a charge after you've placed your order.
- ◆ Delivery rates and any free-delivery thresholds are applied automatically at checkout.
- ◆ All parcels are declared accurately at their true value.
- ◆ Customs checks can occasionally delay a parcel in transit.
If anything about a charge on your order looks wrong, email us with your order number and we'll look into it straight away.
Delivery questions
Ask us anything
Where's my order, can I change my address, when will it arrive — just email and a person will answer.
care@woolisi.com.auwoolisi.com · woolisi.co.uk · woolisi.com.au
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