FAQ

Check most frequently asked questions here, if you still need help, please contact us at hello@woodwithwords.com.au

Ready to preorder for a special occasion? Check here first for important information about our preorder process, including how to order and when you can expect your preorder items to arrive.

Preorders

LATEST PREORDER NEWS (Last Update: 22 September 2021)

  • FINAL DAYS - We are currently accepting preorders until 4th October. This group of orders will be shipped by 29th October 2021.  
  • Orders placed up to 16th September 2021 will be shipped by 15th October 2021. This is our 3rd round of earlybird shipping to help our customers get their gifts organised.
  • Orders placed up to 5th September 2021 will be shipped by 30 September 2021. This is our 2nd round of earlybird shipping to help our customers get their gifts organised!
  • All orders placed before 24th August 2021 have been shipped. Please check your inbox for your shipping notification including your tracking details enclosed. If you can't find this email, please get in touch with us at hello@woodwithwords.com.au

Christmas Preorders at Wood With Words

Our highly anticipated Christmas / Teacher Gifts Preorder starts on 21 July!

For the 4th year running, we are offering our gorgeous range of personalised gifts, keepsakes, decor and accessories for all your Christmas and End of Year gifting. 

Being a little business, we are able to manage the increased volume of orders extremely well by following a clear timeline (see infographic below). 

We encourage our valued customers to have a look at the infographic and read the related FAQs to make sure that the dates are suitable before placing their order.  

We have also added a 'LATEST PREORDER NEWS' section at the very top. We are always working hard to ship earlier wherever we can, so here is where you can find the latest information.

Christmas Preorders at Wood With Words

Teacher Gifts and Christmas Timeline: Important Dates

21 July 2021 | Preorders open

4 October 2021 | Preorders close

29 October - 7 November | All outstanding orders are shipped

 

 

Q: What if I order readymade earrings with Christmas/Teacher items? When will they arrive?

Readymade items ordered together with Preorder items are shipped according to the above timeline. Don't want to wait? We recommend placing two separate orders.  

Q: I've ordered but forgot to add a few more gifts! Do I have to pay for shipping again?

In most cases, you don't! We are pleased to offer our 'Combined Shipping Guarantee' whereby - if you have an open order AND it has not yet been despatched - you can write to us and ask for a unique free shipping code to combine your postage. Some minor conditions apply, but in essence, there's no need to pay for unnecessary additional shipping fees! 

Q: I placed my order in July/Augus. When will I receive them?

Please check our 'LATEST PREORDER NEWS' (at the top of this section) for shipping updates. We are always working to beat the clock and ship your orders out as quickly as we can, so here is where you'll find the latest shipping updates. 

Readymade and preorder items will be shipped together according to the preorder timeline - please refer to the Preorder Information in this section (i.e Easter 2021 Preorder, Mother's Day 2021 Preorder etc) 

Preorders, regardless of when they are placed, will only be shipped after the preorder period ends (although we very often surprise earlybird orders with theirs first!)  

If you would like your readymade items to be sent first, please order them separately.  

General

Readymade items: See the pink announcement banner on the top of the webpage for the latest turnaround times. 

What does turnaround time mean?

Turnaround time is number of days it takes for your order to be prepared and then lodged at the post office. Please note our turnaround time does not include the time your parcel is traveling through the Australia Post Network.  

Preorder: Several times in a year, we run preorders for special occasions including Easter, Mother's Day, Teacher Appreciation and Christmas. Preorders run on a very simple but different timeline. The dates and details are always pre-determined at the very beginning so that you know when you can expect your preorder items to be shipped. Please refer to the Preorder section of this FAQ for more information. 

Custom orders: Custom orders (e.g commissioned work, designs from scratch) are currently on hold. 

You can purchase readymade and preorder items together, however do note that your order will be shipped together, following the turnaround time of the preorder item (which usually takes longer). If you would like the readymade item to be sent first, please place your orders separately.

After you place your order, you will receive an automated confirmation email.

To ensure our emails don't end up in your spam folders, please save this email address - hello@woodwithwords.com.au into your Address Book.

It is also important that you are able to receive our emails because a subsequent email from us will contain your shipped order's tracking number. At times, we may also need to get in touch with you about your order.

Please check your confirmation email to ensure what you have ordered is correct. Due to the many variants available for many products, we may not have every variable or combination shown in the photo gallery. Please ensure you make an active selection by clicking on the worded options before adding to cart.

When your items are ready to ship, you will receive shipping a confirmation email with your tracking number details. 

Please check your tracking number on the Australia Post website and subscribe via SMS or email to any shipping updates provided by Australia Post. 

It is the buyer's responsibility to manage any changes after an item is delivered including parcel redirection, nomination of safe drop areas or parcel locker pickups.  

Please note due to COVID-19 restrictions, service in some areas can be inconsistent, and signature on delivery may not be offered. 

Readymade items will be shipped according to the latest turnaround times shown on the pink banner on top of the webpage. 

Please note that preorders follow a different timeline. Please check the 'Preorder' tab for more information.   

 We do not include invoices with any of our deliveries, so no pricing information will be included with your order. Gift away!  

Due to the use of wood and occasionally acrylic in our products, you are purchasing an item that by nature cannot be identical to the one next to it. The difference in grain and tone, sometimes lighter or more distinct, along with the lasercutting process and hand-finishing of every product, result in unique characteristics that will delight you and make your piece truly your own.  

Colour may also differ from screen to screen so please allow for this. We often feature our products on social media, taking photos in different angles and settings. This may give you a better overall picture. 

With personalised items, a certain degree of freedom must be allowed to your designer to fit names, dates and desired wording onto the product. This means font sizes, position and other placements may vary from what you see in a preview product. 

   

Our environmental footprint is at the forefront of our mind as we conduct our activities here at Wood With Words. We acknowledge that we are not perfect, but our awareness and love for the environment mean we will continue to make choices towards minimising our impact. 

Cards: Our earring/accessory cards are printed in Australia on 100% recycled paper using environmentally friendly inks. 

Inner Packaging: Your order is packed in a rigid cardboard mailer box. Your items are protected by tissue wrap or cushy shredded kraft paper or a combination of both. These can go into a household recycling bin. 

Occasionally you may see some bubble wrap but they are often reused from other packages we receive. We can't remember the last time we purchased any new bubble wrap, and generally find that tissue
and shredded paper provide sufficient package protection. 

Outer Packaging: The mailer box is placed inside an Australian certified* compostable satchel. *AS5810 Home Compostable Certified & AS4736 Commercially Compostable

The satchels are home compostable, biodegradable, made of corn starch and will decompose in landfill within 6 - 8 months. 

   

Keep your earrings dry. Do not swim, shower or go to bed with your earrings on. 

Clean the posts periodically if you need to. Spray and wipe the metal parts; do not immerse in water. 

Keep away from dust and direct sunlight. Wooden earrings can darken slightly over time. This is a normal occurence. 

Has small parts and designed to be worn by adults. 

   

Shipping

Shipping is via Australia Post. 

For wholesale or very large orders we will engage the services of a courier.  

STANDARD POST

Standard Small Box: Our shipping fee for standard tracked delivery is $8.90. Most of our orders fit in a standard box - we can fit quite a few pieces in here safely! This method is shipped without signature on delivery. It means the postman will leave your order in your letterbox or in a safe place. 

Parcel Lockers are a free and convenient way to receive your parcels securely if you are not home for the delivery. Find out more here. You will be directed to the Australia Post website.  

  

Standard Medium Box: For heavier or bulkier orders, our shipping fee for standard tracked delivery is $13.00.  

If you require 'signature on delivery, please select this shipping option for an additional $3.00. 

  

EXPRESS POST

Express Post shipping is $12.00. This shipping method is only to expedite the service provided by Australia Post. It is not a rush fee and does not expedite the processing time.  

For heavier or bulkier orders to arrive via Express Post, our system will calculate the additional charges automatically.   

No. Express Shipping is an option to expedite your parcel travelling through the Australia Post network. It is not a rush fee and does not expedite our processing / turnaround time.

For example, if you choose Express Shipping and our pink announcement banner shows "Current turnaround time: 3 days + shipping time", this means it will take us 3 days to prepare your order for the post office. Once it is lodged, Australia Post will prioritise your parcel through its network and deliver it within their Express Post timeframe.  

Please keep in mind COVID-safe guidelines are still in place through the Australia Post facilities. Check the Australia Post website for the latest updates. 

We generally do not offer a rush service.  

The customer is responsible for all customs/duties/taxes if applicable.

EU customers: As of July 1st, 2021, EU-based buyers will be required to pay VAT on all purchases up to ‚ā¨150. Import VAT and duties will to apply on orders above this threshold. The recipient we ship to¬†will be charged VAT upon delivery of the goods by the carriers.

Shipping to United States, Canada and European Union countries

International Tracked Shipping $25.00 

Shipping to New Zealand / Up to 500g

Economy (min. 25 business days) - $15 

Standard (min. 12 business days) - $19 

Yes! We offer free standard tracked shipping on all orders over $95. Use code FREESHIP.  

Please note only one promo code can be used at a time, including any automatic codes applied during a promotion. Available only to Australian addresses.  

Only one promo code can be used at a time, including any automatic codes applied during a promotion. For example, if you select a product that already has an automatic discount applied, you will not be able to also use our free shipping code. Please select one that works out best for you!  

 If you see something else you wish to purchase after your order was placed, contact us straight away. If we have not shipped your initial order, we will send you a 'combined shipping' code to avoid extra shipping charges. It's as easy as that. 

This combined shipping offer is offered in good faith and we will always do our best to help where we can. If your item was shipped very quickly or ahead of schedule, please place a second order.  

The combined shipping code cannot be used in conjunction with any other code or offer.  

Yes, it can. Please enter your Parcel Locker address exactly as it has been provided to you by Australia Post. 

Parcel Lockers are a free and convenient way to receive your parcels safely in case you are not home. Register for a FREE parcel locker through Australia Post at auspost.com.au

  

   

Wood With Words is based in Melbourne, Australia. 

We are an online store and do not have a showroom or a pick-up option. We are delighted to have our product range stocked at a growing number of boutique retailers, nursery shop and retail cafes across Australia. Please refer to our Stockist page - we may have a stockist near you!  

   

Returns and Refunds

Your order may be delayed in transit. Due to ongoing COVID-19 restrictions, we recommend allowing an extra week or two for your parcel to reach you. While delays in transit are out of our control, please get in touch with us and we will be glad to assist you with the lodgement of an enquiry with Australia Post. 

Lost or Missing Items

Please select your delivery preferences carefully via your Australia Post ‚ÄėMyPost‚Äô account website.
Australia Post now provides many options to receive your parcels
securely including FREE Parcel Lockers. We also provide a 'signature on delivery’ shipping option (for an additional cost) if you don’t wish for parcels to be left at your doorstep.

Wood With Words is not responsible for items that go missing after it has been delivered by Australia Post.    

While we hold ourselves to a very high standard of quality control, we understand that sometimes things can go wrong. If the product you received is faulty or damaged, a refund or exchange can be issued by following these steps: 

Photographic evidence - Please take and submit multiple photos showing the product fault or damage, as well as the condition of the mailer box / packaging it arrived in. 

Proof of purchase - please quote your order number which can be found in your confirmation email. 

Describe the issue - Please tell us the reason for your request for a refund or an exchange. 

Please send all the above information to hello@woodwithwords.com.au for your claim to be assessed. 

  • Refunds can only be issued via the same payment method used at the time of purchase. 
  • Exchanges are only possible for the same items and cannot be substituted for other items. 
  • Refunds or exchanges are only possible if we are notified of the issue within a reasonable timeframe. We do not offer refunds for change of mind, or for spelling errors in the personalisation information that you send to us. 
  • Please note we do not accept returns on gift cards.

Stockist / Wholesale

Thank you very much for your interest in stocking our products. To request our stockist/ wholesale information, please write to us at hello@woodwithwords.com.au and tell us a little more about you and your retail store. 


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