FAQ

PREORDERS

Get to know our preorder process for new releases.

Our latest preorder runs from 13 - 18 June 2024. Limited quantities may be available after this period, however this is not guaranteed.

We encourage our valued customers to read the information here to understand our preorder process before placing their order. 

As the number of designs grow each year, making to order means we can use our time efficiently to create the pieces you actually want (vs overstocking), and we can meet your delivery expectations while maintaining a high standard of quality.

Please take a moment to review the dates below:

(Please note the times below are based on Australian Eastern Time: AET UTC +10)

Important Dates

Preorders open Thursday 13 June 2024 at 8pm (UTC +10, Melbourne)

Preorders close Tuesday 18 June 2024, 11.59pm (UTC +10, Melbourne)

19 June - 14 July 2024: Magic in the studio – your orders are prepared!

Shipping from 15 July 2024

Orders shipped with tracking details sent via email.

Readymade items ordered together with Preorder items will be ready according to the preorder timeline. If you prefer not to wait, we recommend placing two separate orders.

In most cases, you don't! If you have an open order and it is not yet dispatched, you can ask us for a shipping code to waive shipping charges. Some minor conditions apply, but typically there's no need to pay extra shipping fees.

Terms and conditions for the Win Your Order Back promotion.

  • This promotion will start on 13 June 2024 at 8:00 pm AEST (UTC+10) and end on 18 June 2024 at 11:59 pm. Purchases made before or after this date will not be eligible for the Win Back Your Order promotion.
  • Two bonus entries to the draw are awarded to orders placed on 13 June 2024 between 8:00 pm and 11:59 pm (4-hour period).
  • To participate in the promotion, your order must include at least one item from our Preorder / New Collection.
  • The winner will be randomly selected on 19 June 2024, have their order (valued up to $300) fully refunded, and be notified by email within one week of the draw.
  • 1 winner will be drawn.
  • This promotion is only available on orders placed on our website - woodwithwords.com.au
  • Wood With Words reserves the right to amend these terms and conditions, and to end any promotions, sales or discount offers at any time.

Shipping

Wood With Words is located in the Clik Collective building at 203 Rooks Road Vermont VIC 3133.

Click + Collect from Vermont is available Monday - Friday, 9am - 5pm. Please bring your order confirmation and present at the reception.

Exceptions: Pickups are temporarily suspended during when we close for a break. Check Facebook, Instagram and website for updates.

Domestic Orders

We offer free standard tracked shipping on all orders over $99.

Free standard tracked shipping is activated when your cart value, after any promotional codes are applied, exceeds $99.

Please ensure your address is correct as the customer is responsible for the cost of reshipping

International Orders

Free standard international shipping is available to some regions - refer to the section below.

We shipping with Australia Post.

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

Readymade items: See the black announcement banner on the top of the every page for the latest turnaround times. 

What does turnaround time mean?

Turnaround time is number of days it takes for your order to be prepared at our location. Please note our turnaround time does not include transit time through the postal 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 Preorders section of this FAQ for more information. 

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

STANDARD POST

Our shipping fee for standard tracked delivery is $9.50. This method is shipped without signature on delivery. This means the postal driver will leave your order in your letterbox or in a safe place. 

This method is not recommended for buildings with unsupervised parcel drop-offs, very small post boxes or doorsteps visibly exposed to public view.

For peace of mind, 'Signature on delivery' can be selected for an additional fee.

EXPRESS POST

Express Post shipping is $13.50. 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.  

We generally do not offer a rush service.  

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 black announcement banner shows "7 days", this means it will take us up to 7 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. 

When you place your order, you will receive an order confirmation via email.

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

Please check your tracking number on the shipper's website and subscribe via SMS or email to receive shipping updates if available.

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.   

Yes, it can. Please enter your PO Box address or 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

FREE INTERNATIONAL SHIPPING

Please refer to your country/region below. Expand the sections for more details.

Free Shipping to USA for orders above $150 USD

$18.00 USD for orders below $150 USD 

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

Free shipping to Canada for orders above $170 CAD

$24.00 CAD for orders below $170 CAD 

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

Free Shipping to United Kingdom for orders above  £105

Orders below £105: £14

UK Customers: 20% VAT (value-added tax) is included in price of the products and shipping costs

Free Shipping to European Union countries for orders above €115

Orders below €115: £17

EU customers: The customer is responsible for all customs/duties/taxes if applicable. This is payable by the customer, usually at your post office, before the goods are released to you. The final total of your purchase does not include VAT/duties as we do not collect and remit this on your behalf.

Free Shipping to New Zealand for orders above $165 NZD

Orders below $165 NZD: $18 - $21 NZD (economy - standard)

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

  

Free shipping to Asia for orders above $180 AUD

Orders below $180 AUD: $25 AUD

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

Returns

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 the shipper. 

Lost or Missing Items

Please ensure you have supplied your address correctly. The buyer is responsible for the associated costs of having their order re-sent to the correct address.

For peace of mind, register for an Australia Post Parcel locker via the Australia Post website.

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

We hold ourselves to a very high standard of quality control, however we acknowledge 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.

GENERAL

Keep your earrings dry. Do not swim, shower or go to bed with your earrings on. Some designs can be delicate. Please avoid dropping them.

Clean the posts periodically if you need to. Spray and wipe the metal parts, but never immerse in water. 

Keep away from lotions, perfumes, 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. 

We care for your skin by using quality hypoallergenic surgical stainless steel posts and back clutches for stud earrings sourced through local and reputable Australian suppliers.

For dangle lovers, take comfort in the quality 304 surgical stainless steel hooks we use across all our hook dangles.

Available in two colour choices, our silver hooks in particular are also unplated, making them one of the most hypoallergenic options for people who love a great design but have skin sensitivities. 

Our gold hooks are surgical stainless steel plated with a nickel-free gold plating.

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% post-consumer 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. 

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. 

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

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 other promo codes.

Most of our codes also have an expiration date. Once expired, it cannot be used.

STOCKIST INFORMATION

Thank you very much for your interest in stocking our products. To request our stockist/ wholesale information, please complete this Wholesale Registration Form and we will be in touch shortly.