Shipping policy

Estimate Delivery Timeframes

 Your order will follow the estimated delivery timeframes:

Once your payment has been received and confirmed, please allow 1–3 business days for processing and dispatch. (Handling times may vary depending on your payment provider.) After dispatch, delivery times in transit will depend on your destination, seasonal demand, and courier service capacity.

Please note - all deliveries are working days, they do not include weekends. Items will be delivered between 9am and 6pm Monday - Friday.

Delivery

Orders are shipped to the address provided at the time of purchase. We do not deliver to any BFPO or PO box addresses.

Please note: Delivery may be affected by factors beyond Williams Brothers' control, such as adverse weather, traffic conditions, unexpected logistical delays, holidays, or high-demand periods. As a result, we cannot guarantee delivery on a specific date or time. For remote or isolated areas, as well as island communities, delivery times may be longer. For more information, please email us.

• Stocked in Australia & Worldwide: Some of our products are locally stocked for fast and reliable delivery, while others may be shipped from international warehouses. Most orders are fulfilled directly from third-party factories, depending on product and the specific model availability.
  

We are committed to providing a smooth and most reliable delivery possible

• Important: For larger orders, you may receive multiple packages as your items may be shipped from different product factories, depending on availability. If you receive one item before another, don’t worry—this is completely normal.
  

Domestic Delivery (Australia)

By default, the Free Shipping anywhere in Australia option available in our store applies to all products.

• Free Delivery: Enjoy free delivery - no hidden costs.
• Delivery Times: Most orders arrive within 6-12 business days.
  You can track your order using your tracking number on our tracking page.

International Shipping

• Shipping Fee: For orders to New Zealand, the flat fee is AUD $9.95.
• A flat fee of AUD $19.95 applies to international orders outside Australia and New Zealand.
• Delivery Times: International shipping times vary depending on your location. You can track your order using your tracking number on our tracking page. For more information, please email us.

Courier & Postal Service - Delivery Partner

We partner with trusted logistics companies to ensure reliable delivery for all orders. In Australia, most deliveries are handled by Australia Post, UBI, or other local courier services, depending on the location and timeframe.

For international orders, we work with local postal services, UPS, FedEx, DHL, and other global carriers to ensure smooth and timely delivery.

When you decide to purchase related products Williams Brothers, your order will be automatically shipped after you've filled in the order form and your payment is confirmed.

Order Process

1. Payment Confirmation:
   Once payment is received and confirmed (typically within 1-3 business days, depending on your payment provider), your order will be processed for delivery.

2. Order Preparation:
   We carefully prepare and inspect each item to ensure it reaches you in perfect condition. Processing typically takes only a few hours.

3. Dispatch & Tracking:
   After dispatch, you’ll receive an email with your Shipping Tracking Number and a personalised link to track your parcel anytime.

Order Tracking

Every order includes a tracking number so you can follow your delivery easily:

• Via the link provided in your confirmation email.
• Directly on the Australia Post website:
  Australia Post - https://auspost.com.au/mypost/track/search
• For all orders, you can track your shipment on our "Track Your Order Page" https://williamsbrothers.com.au/apps/parcelpanel.

Estimate Delivery Timelines

• Payment Confirmation & Handling Time: 1-3 business day
• Order Processing and Parcel Preparation: A few hours
• Transit Time for Delivery:
  • Australia: 5-9 business days
  • New Zealand: 6-12 business days
  • International: Varies by destination (Email us for more detail)

This timeframe is based on our market experience, and delays are rare. The average delivery time in Australia is 6 to 16 calendar days, but this may vary depending on the destination region, shipping method, and external factors.

The average delivery time in New Zealand is 7 to 19 calendar days, but this may vary depending on the destination region, shipping method, and external factors.

Your orders have Full Delivery Guarantees. If the order is delayed and not delivered within 30 business days after dispatch, we will refund the full amount paid. Customers will never be at a loss.
If a package is reported as stolen, lost in transit, or other exceptional cases, the established timeframe does not apply — this must be reflected in the tracking information.

Business Days

All timelines refer to business days only; weekends and public holidays are excluded.

Full Delivery Guarantee

Our store guarantees the delivery of your order. All orders include free online tracking. If an item is lost or misplaced during shipping, we take full responsibility and will issue a full refund.

If the order is delayed and not delivered within 30 business days after dispatch, we will refund the full amount paid, but most orders arrive sooner.

However, to ensure customer satisfaction, we have established a maximum delivery period of 90 calendar days.

If the tracking code confirms any of the following issues:
. Product arrived damaged,
. Product was stolen,
. Product was lost in transit,
. Recipient unavailable (and package returned to sender)
We will either resend the product or issue a full refund, based on the customer's preference.

Note: If the tracking system indicates that the package was "successfully delivered," but the customer claims they did not receive it, this is the responsibility of Australia Post or the designated courier. We recommend that the customer visit their local post office or distribution centre to request proof of delivery, including a signed receipt.

Incorrect or Incomplete Address

Our store ships orders to the exact address provided by the customer. To avoid issues, please ensure the delivery address is correct at the time of purchase.

We do not take responsibility for incorrect or incomplete addresses.

If the shipping details are incorrect, Australia Post will return the package to the sender, and no further delivery attempts will be made.

If the package cannot be delivered due to an incorrect address provided by the customer, a reshipping fee of AUD $20 might be required. The reshipment can only occur once the package has been returned to us, which depends on Australia Post and Customs processing times.

Missing Items

For orders with more than on item: your items may be shipped from different warehouses or factories, resulting in multiple packages. If you receive one item before another, don’t worry—this is completely normal. Your remaining items are on their way.

If you believe an item is missing, please check your tracking details or contact us at hello@williamsbrothers.com.au for assistance.

Recipient Unavailable

Please ensure someone is available to receive your order.

If you aren’t home and there isn’t a safe place to leave your item, Australia Post’ll take it to a nearby Post Office. If another carrier handles the delivery, they may take it to their logistics centre for collection.To collect your item, you’ll need proof of identity.

You have 10 business days to collect your item before it’s returned to sender, and a reshipping fee of AUD $40 might be required. The reshipment will only take place once the item has been returned to us.

Customs Duties & Taxes

Customs policies vary widely from country to country so please contact your local customs office for further information.

Most of our products are exempt from customs duties. However, in rare cases where taxes apply, please note that the payment of any import duties, customs charges, local taxes and any other administration charges paid too couriers in relation to these fees will be at your expense.

Williams Brothers cannot be held responsible for the payment of any of the above -mentioned charges.

Important: Do NOT refuse a taxed package. If the package is refused, it will be destroyed rather than returned to the sender. Since our "Free/Fee Shipping" option does not support returns to origin for that reason, the package will be lost, and no refund will be issued.

Returning for a Refund: If you do not wish to keep the item after being taxed, please notify us immediately via email. Please, do not open the parcel, it must be returned to our warehouse in Australia. Please email us and read our return policy [https://williamsbrothers.com.au/policies/refund-policy] for more return instructions. Once the returned product arrives in good condition, we will process your refund of 100% of your order value. Any fees paid will be at your expense. For any questions, please contact our customer support team.

While we do not control customs clearance processes, in the rare event of rejection (If customs rejects the package), we take full responsibility for reshipping the product. But note: If customs rejects a package due to missing or incorrect your personal information, no refund will be issued. The package will be destroyed, as our "Free/Fee Shipping" method does not allow returns to the sender for that reason. It is the customer’s responsibility to provide accurate, up-to-date tax information to avoid customs clearance issues. Williams Brothers does not take responsibility for incorrect or missing details that result in package destruction.

Customer Satisfaction Guarantee

We'll make sure that you only receive great products, as your satisfaction is our goal and business identity. If, at any time, you have any questions, simply let us know by writing us an email at hello@williamsbrothers.com.au.

FAQ - Frequently Asked Questions

Find quick answers about our shipping policy and order status below. Each section is designed to guide you step by step.

How does the 30-Day Money-Back Guarantee work?

Our Extended 30-Day Money-back Guarantee allows you to return the product within 30 days for a full refund if you're not completely satisfied.

For more details, please read our Return and Refund Policy [https://williamsbrothers.com.au/policies/refund-policy].

Where can I receive my order?

We deliver to any physical address you provide—home, work, or elsewhere.

Can the billing address be different from the shipping address?

Yes. Simply provide both addresses during checkout.

How long will my order take to arrive?

Australia: 6–12 business days
New Zealand: 7–15 business days
International: Please check our Shipping Policy.

How much do I pay for delivery?

FREE delivery across Australia. NZ: flat fee of AUD $9.95. International: AUD $19.95. Check our Shipping Policy for details.

Can I track my order?

Tracking info is provided within 1–3 business days after payment. Use your tracking number to check status via our Tracking Page [https://williamsbrothers.com.au/apps/parcelpanel].

 

Incorrect shipping address. What should I do?

Email us immediately at hello@williamsbrothers.com.au to update your address.

Need more info about the product or shipping?

We are here to assist every step of the way. Contact our Customer Support team at hello@williamsbrothers.com.au or via WhatsApp at +61 414 906 070 any day of the week.