Welcome, how can we help you?
We warrant that your information including the sensitive information submitted by you is protected both online and off-line. While you are making the payment, the page is secure, encrypted and protected with the best encryption software in the industry – SSL. You can choose one favorite from the payment methods below.
For the quickest answer please read our FAQ below. If you need more information please contact us at [email protected] or through the web page contact us page. We do not have a contact number as we prefer you use our contact form, it is more efficient and frees up our super team to design, cut, clean, assemble and dispatch your order as quickly as possible. Using our contact form also means that we have a record of our conversations with you and with hundred’s of emails each week it is very important that we have something to refer back to and ensure your order is correct.
General
Our products are made from top grade Bamboo, Plywood, MDF or Acrylic. Painted products are spray painted with the highest quality paint.
Please contact us here if you have a specific font and/or size different to our online listings. If you have a specific font please let us know the name of the desired font.
We accept payment via credit card, Paypal and direct deposit.
Bank deposits require your order number to be placed as a reference.
Orders are not processed until full payment has been received and cleared. Please ensure that your details are correct. All order and dispatch confirmations are sent via the email address provided in your order as this is an automated system. All orders will be sent to the address provided in your order and no changes will be accepted for change of address. If paying via PayPal please ensure your PayPal information is kept up to date as legally the order must be sent to the address provided at time of purchase. If a parcel is returned to us due to an incomplete or incorrect address then the buyer will need to pay for the return postage costs. NO refunds will be allowed for postal returned orders.
Orders within Australia will incur a GST charge and this is added during purchase. International orders do not incur this fee.
Orders
Processing times can vary from time to time, particularly during sale periods and peak times. The following times are an estimate to assist you in scheduling your order however please contact us prior to ordering if you need something by a particular date. We do ask that you also check postal delivery times as the below times do not include this (calculate postage delivery times).
-
Place Name – Priority Dispatch approximately 5-10 business days, Standard Dispatch approximately 11-15 business days after receiving the full name list.
-
Raw MDF unpainted items 6m 16mm, acrylic and bamboo items – includes but not limited too…. hoops, children’s decor, milestone cards, ring boxes, cake toppers, personalised signs etc.. approximately 5-10 business days to dispatch.
-
Painted items, Wedding Drop Boxes, Easter boxes, Guestbooks & Tree Boards – 15 business days to dispatch.
-
Everything else – 10 business days to dispatch.
-
Custom orders – 10 business days to dispatch after any artwork approval plus delivery time. Dispatch times will be also dependent on the order and will be advised at the time of the quote.
Please remember to consider Australia Post delivery times to your location as well as this is not included in these dispatch options.
If you require your item sooner then please send us a message prior to ordering to discuss.
For estimated delivery times please visit https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/
Calculate postage times based on your postcode and our postcode 4566.
An estimated guide is as follows. This does not include weekends or public holidays.
-
Victoria, 2 – 5 business days
-
New South Wales, 2-5 business days
-
Queensland, 2-4 business days
-
Tasmania, 2- 5 business days
-
Northern Territories, 4 – 8 business days
-
South Australia, 2 – 6 business days
-
Western Australia, 5 – 9 business days
Yes, you will receive an email confirmation with a tracking number and you can check the progress of the delivery via the Track Your Item section on the Australia Post website. If there are any issues with delivery you will need to contact Australia Post on 137678 and lodge an enquiry. Once a parcel leaves us we have no control over the time it takes to deliver.
Urgent orders may be available however please contact us first, before placing your urgent order. If you require an order for a specific event date please let us know prior to ordering to discuss if early shipment is possible and to determine postal delivery times.
All our products are custom made and Wooden Letters Australia do not offer a refund or exchange should you change your mind or not like the font or design. Please ensure upon ordering to check all details including spelling of names and colour choices. In the event of loss or damage in the course of delivery, Wooden Letters Australia will on receiving reasonable evidence of such loss or damage, provide replacement products. This must be provided within 48 hours of receiving the parcel (no exception) and include photos of the broken item and the packaging. In the event of loss or damage after delivery to the buyer, Wooden Letters Australia shall have no further liability.
As most of our products are custom made no cancellation of an order can be accepted. We do understand that sometimes things do go wrong and if you do need to cancel please advise us via email within 48 hours after placing the order and if agreed to a refund will be processed less $20.00 for administration costs from the total cost of your order. If production/design of your order has commenced then no cancellation will be excepted. This refund will only be processed via the payment method in the order and to the person who’s name is on the order.
Shipping
Your order will be carefully packed with bubble wrap to protect your order and custom packing boxes and padded envelopes are used to send your order.
We ship worldwide.
Unfortunately we do not offer a pickup option.