FAQ

Westway Collective is operated by Northline Creative Ltd, a United Kingdom-registered company, and the terms of every sale made through westwaycollective.com are governed by Australian consumer law. Below are the questions our customers ask most frequently about ordering, shipping, payments, and returns. If you don't find what you need here, our team is only an email or phone call away.

How long will my order take to arrive?

Orders are processed within 1-2 business days before dispatch, followed by a transit time of 5 to 8 business days once your parcel is with the carrier. Combined, most orders arrive within 6 to 10 business days of being placed. Orders placed after 4pm AEST begin processing the following business day. These windows are estimates rather than guarantees, and can occasionally be extended during public holidays or peak sale periods. Full details are available on our Shipping Policy page.

Where do you ship orders from?

Every order is packed and dispatched from Asia, where our fulfilment partners are based. Working with partners in this region allows us to keep our Men's Apparel pricing competitive while still carrying out quality checks before your parcel leaves the warehouse.

Which countries can you deliver to?

At this time we only ship to addresses within Australia and cannot accept orders addressed elsewhere. We're also unable to deliver to PO Boxes, military addresses (APO/FPO/DPO), or certain remote locations - if this affects your order, we'll reach out to arrange an alternative before dispatch. Once your order leaves our fulfilment centre, it travels with either Australia Post or StarTrack, and you'll receive a tracking number by email.

What payment methods do you accept?

We accept the following at checkout:

Visa
Mastercard
American Express
Diners Club
Discover
Maestro
UnionPay
Apple Pay
Google Pay
Shop Pay
PayPal

All payments are processed securely at checkout. For more on how charges appear and how payment security works, see our Payment Policy.

Can I cancel my order after placing it?

Because orders begin moving through our fulfilment partners in Asia shortly after checkout, we can only guarantee a cancellation if you contact us within 24 hours of placing your order. Email support@westwaycollective.com with your order number as soon as possible. Once that window has closed, the order will usually already be processing, and you'll instead need to wait for delivery and follow our standard return steps.

What is your return policy?

You have 30 days from the date your order is delivered to request a return, whether the item was full price or discounted, and there's no need to give a reason. To qualify for a full refund, items must be unworn, unwashed, and unused, with all original tags and packaging intact. This voluntary return window sits alongside, and does not reduce, the consumer guarantees you hold under Australian consumer law, which continue to apply regardless of timeframe. Non-returnable items, return shipping responsibilities, and our returns address are all set out in our Refund Policy.

How long does it take to receive my refund?

Once your returned item arrives at our warehouse and passes inspection, we process refunds within 5 business days. Refunds are always returned to the original payment method used at checkout, and your bank or card issuer may need a few extra days to make the funds visible in your account.

My order arrived damaged or I received the wrong item - what do I do?

Please contact us within 48 hours of delivery so we can put things right quickly. To help us assess the issue, we'll need clear photos of the item, its packaging, and the shipping label. Once verified, we'll send a free replacement or issue a full refund, whichever you'd prefer, and we'll cover any return shipping involved.