Shipping & Returns

Shipping

We ship Australia-wide with Australia Post.

Rates

Flat Rate Shipping $12

Dispatch and delivery

Orders are packed and sent within [1 to 2] business days. Once your parcel is on its way, we will email you a tracking number so you can follow it along.

Australia Post delivery times vary by destination. As a rough guide, metro Melbourne usually arrives in 2 to 3 business days, and other capital cities and regional areas in 3 to 7 business days. Delivery times can stretch out during busy periods like Christmas and Mother's Day, so please order early if your gift is for a particular date.

We are not able to control delays once a parcel is with Australia Post, but if something seems to have gone missing, get in touch and we will help chase it up.

Local pickup

Prefer to collect in person? Choose local pickup at checkout and skip the shipping cost. We will email you as soon as your order is ready, usually within [1] business day.

Pickup is from 26 Gilbert Rd, Preston VIC 3072, during our normal opening hours. Please bring your order confirmation with you.

If your order includes items from both Wilbur Says and Little Wilbur, we will have everything waiting for you at the store.

International orders

We currently only ship within Australia. If you are overseas and there is something you love, send us a message and we will see what we can do.

Returns

We want you to love what you have bought. If something is not right, please get in touch within [14] days of receiving your order and we will sort it out.

Change of mind

We are happy to offer an exchange or store credit for change of mind returns, provided the item is:

  • Returned within [14] days of purchase or delivery

  • Unused, unworn, and in its original condition and packaging

  • Accompanied by your receipt or order confirmation

Change of mind returns do not include a refund, and return postage is at your own cost. We recommend using a tracked service, as we cannot be responsible for parcels that do not reach us.

The following items cannot be returned for change of mind:

  • Sale and clearance items

  • Gift cards

  • Earrings and other pierced jewellery, for hygiene reasons

  • Personalised or custom orders

Faulty, damaged, or incorrect items

If your item arrives damaged, is faulty, or is not what you ordered, please email us at anna@wilbursays.com.au within [7] days with your order number and a photo. We will arrange a replacement, refund, or repair, and we will cover the return postage.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

Gifts

If you have received something from us as a gift and it is not quite right, we are happy to arrange an exchange or store credit. Just bring it in or contact us with the details of the purchase.

How to start a return

Email us at anna@wilbursays.com.au or give us a call on 0414 273 257 before sending anything back, and we will let you know the next steps. You are also welcome to bring your item into either store during opening hours.

Returns can be posted to: 26 Gilbert Rd, Preston VIC 3072