We are still working to have orders processed and shipped as quickly as possible (orders placed before 10.00am AEST will be processed same day or next business day if ordering on a weekend). However, there are scanning errors and delays occurring with Australia Post. We therefore recommend allowing more time for delivery at present. In addition, Australia Post's signature on delivery service has changed.

Please see here for more information on Australia Post's service impacts: https://auspost.com.au/about-us/news-media/important-updates/coronavirus

Unfortunately there are a number of reasons why we are unable to change an order after it is placed. 

If you would like to return any items in your order once you receive them, please head to www.jackandwillow.com.au/pages/returns where you will find full details on our returns policy and a link to our automated returns portal to make processing your return as easy as possible. If you have paid via PayPal, you may be eligible for refunded return shipping – see here for more details: https://www.paypal.com/au/webapps/mpp/returns

Unfortunately due to COVID-19 there are scanning errors and delays occurring within Australia Post. We therefore recommend allowing more time for scanning and delivery of your parcel at present. In addition, Australia Post's signature on delivery service has changed.

Please see here for more information on Australia Post's service impacts: https://auspost.com.au/about-us/news-media/important-updates/coronavirus

If you would like more detailed information on the location of your parcel, you can contact Australia Post through online chat, email or phone via this page: https://auspost.com.au/help-and-support

If you ordered an item on pre-order we will ship it as soon as possible after we receive it into stock. We will note in the product description when we expect that to be. If you order items that are in stock at the same time, we will hold those items and ship your entire order once your pre-order item(s) come into stock. If you would like in stock items shipped separately, please order pre-order items in a separate transaction.


Excepting dummies (which we can't accept for health & safety reasons), we will gladly exchange items in your order or provide you with a store credit, provided you follow the usual sort of return conditions as set out below. 

To be eligible for an exchange or credit:

(1) your item(s) must be unused, unworn (if applicable), with all tags and original packaging still intact and in saleable condition; 
(2) not be a sale item; and
(2) your returns request must be submitted via our Returns Portal within 7 days of receipt of your order.  

Upon receipt, we will review your return request and, if approved, we will provide details on how you should return your items. We note that you should:
(a) package your item(s) appropriately to ensure they will not be damaged in transit (any damage during transit will be your responsibility as we are unable to accept returns for items that arrive damaged); and
(b) use a tracked service with insurance, as we are unable to accept liability for return parcels not received by us. 

Once we receive your return we will process it within 5 business days. 

You will be responsible for the cost of shipping the returned item(s) and any exchange items, but you may be eligible for refunded shipping if you paid via PayPal - for more information on PayPal's Refunded Returns Shipping Policy click here

A $9.95 reshipping fee will be applicable in the event you would like an exchange. 

It is important to note that:

1. we cannot guarantee any items you request for an exchange will be in stock at the time of receipt of your return. In the case we will contact you to confirm how you would like to proceed; and

2. we DO NOT provide refunds for change or mind, or other similar circumstances that do not require a refund under the Australian Consumer Law.

Due to the volume of orders and correspondence we receive we are unfortunately unable to cancel an order once it has been placed. You are however most welcome to return your order for an exchange or credit note once you receive it, utilising the returns process outlined above.  

If required in accordance with the consumer guarantees contained in the Australian Consumer Law we will gladly provide a refund (or exchange or credit note) and any return shipping will be at our cost. If you would like details on the consumer guarantees under the Australian Consumer Law please see the ACCC resources available here

For clarity, we note that the following situations will generally NOT give rise to a refund under the Australian Consumer Law:

(1) your parcel delivery being delayed by our shipping provider and/or your parcel arriving after the date you required it; 
(2) an item you receive is a different colour in person to what it appears to be on your computer or mobile phone screen (excepting cases where the item is in fact incorrect - for example, receiving a blue version of a blanket instead of the pink version); or 
(3) you change your mind about the item or the item doesn't fit or look the way you anticipated (excepting situations where the item is actually faulty of course). 

If you believe you are entitled to a refund under Australian Consumer Law please contact us at hello@jackandwillow.com.au and we will work with you to resolve your issue as swiftly as possible.


As Bibs dummies are made of natural rubber, they will stretch quite a bit with use over time. This is part of the reason why the manufacturer recommends they be replaced every 4-6 weeks or so and is also why it’s generally not possible to compare the size of older, used Bibs dummies against brand new ones.

If you would like to check whether you’ve received the correct size Bibs dummies please measure the new ones against the below Bibs dummies size specifications. If you are certain that the size is incorrect please don’t hesitate to let us know via email to hello@jackandwillow.com.au (please attach a photo showing the measured dummies to assist).


Size 1

H27mm x W15mm

Size 2

H30mm x W14mm

Size 3

H33mm x W18mm

Bibs dummies have a vented teat, meaning that water and air can flow in and out. This allows the dummy to mimic the feel of a natural breast and is not considered a fault. In fact, it is part of the reason why babies love Bibs dummies so much!

As per the instructions on your Bibs dummy packaging, you should make sure you squeeze excess water out of your Bibs dummies after sterilisation. Please also remember to check your dummies for signs of wear and tear before each use and replace them after 4-6 weeks or so of use (as per the manufacturer's recommendations).