An update about COVID-19
With the ongoing situation around COVID-19, we wanted to share an update with you. Our team is working around the clock, 7 days a week to fulfill orders, usually within a 24 hour period of receiving it. We can't thank you enough for making Willow & Beech a part of your home and your ongoing support through these uncertain times. We are prioritizing putting the health and safety of our team and our customers first while getting out orders in a timely manner. There are however, things out of our control that we are experiencing because of the global pandemic.
Sold out items and restocking.
A lot of our supplier have been reducing their working hours and staff to ensure their health and safety during these uncertain times. There are also global lock downs in certain countries, some from which we purchase our stock. This means that we are unable to restock as quickly as we would like. We are doing everything we can to reorder stock as quickly as we can. If you see an item you would like to purchase that is out of stock, please leave your email on the website listing. This ensures you will be notified as soon as an item is back in stock and you can make your purchase.
International Shipping Delays
Unfortunately we are seeing unprecedented shipping delays, this has particularly come to light over the weekend. After lengthy inquiries with Australia Post we have learned that many countries are (understandably) adopting extremely high hygiene standards when receiving parcels, delaying the tracking updates as well as shipping time frames. We have been advised that this can cause 4-7 week delays (this is particularly relevant to the US as the USPS standards are extremely high in this situation. We have also learned that some European countries are now only accepting sea mail because of quarantine standards, this means that, although we send your order via airmail it may have automatically been transferred to sea-mail also causing lengthy delays but ensuring that your item doesn't get returned to us. This is something that has also been out of our hands and that we were unaware of until our recent inquiries.
What we are doing from our end
As we already mentioned, we are working around the clock, 7 days a week to dispatch orders in a timely manner. If you have an international parcel that you are unable to track or that hasn't arrived we are happy to launch an inquiry for you but please ask that you also contact your local postal service for any time-frame updates with them and that you please bare these time frames in mind. We apologize for the inconvenience but hope you can appreciate this is out of our hands and something we were not aware of. We are also happy to offer an International Express Courier Service, we have recently sent a number of orders via this method and it has taken between 1-2 weeks. Please let us know if you would like your order sent this way but it may come at an extra cost.
Australia Wide Orders
For the most part we have found only small interruptions or delays with our Australia Wide orders. We work hard to dispatch orders within 1 business day and ask that you please be patient with the courier and postal services that are carrying your orders. Tracking is provided at the time of dispatch and usually offers at ETA. We are only able to open inquiries once the ETA time frame has been exceeded. Please also note that for hygiene reasons these services offer only contactless delivery and your parcel will be left. If you have anywhere particular that you would like your goodies to be left, please note this at the time of checkout or it will be left to the delivery drivers discretion.
A final word from the Willow & Beech Team
We can't thank you enough for your ongoing support and understanding during this time. We are doing everything we can to ensure the continued sanitization of all our products and facilities. Our team is committed to staying healthy, and helping our customers stay healthy, too.
We apologize for any delays in getting your order to you. Unfortunately shipping may be impacted by global issues beyond our control, and cause a bit of a wait.
We hope to maintain regular order shipments as best we can, and we appreciate your patience during these uncertain times.
All our love, Stay well!
Team Willow & Beech