Policy – Retail

Woodencrafts guarantees 100% Customer Satisfaction!

  • Our overarching policy to all our customers is to provide you with a great buying experience, great products, and the assurance of 100% satisfaction or your money back!
  • We want to be known as one of the best ‘Made in Australia’ small businesses you will ever deal with
  • We want you to be happy with your purchase and be confident in knowing that any problem or issue you may have will be remedied to your satisfaction
  • Woodencrafts prides itself on delivering high quality handmade items to your door within 14 – 21 days
  • We are proud to be totally “Made in Australia” (License Number 7499)
  • Our products are made from native Australian timbers with assembly and packaging done by hand so slight variations in colour and composition must be expected
  • It will be the buyer’s responsibility to read and fully understand the information provided on the Woodencrafts website
  • If you have any questions regarding the product range please call us – we are here to help you make the right choices!

– The Woodencrafts Team

Our Terms and Conditions:

  • This website contains material which is owned by or licensed to Woodencrafts and includes, but is not limited to, the design, layout, look, appearance and graphics
  • Reproduction is prohibited in accordance with the Copyright Terms and Conditions
  • All products sold remain the property of Woodencrafts until payment is received

Purchasing and Payment:

  • Woodencrafts uses the industry standard Secure Sockets Layer (SSL) to protect customers’ personal and credit card details by establishing an encrypted link between the website and the customer’s browser
  • No credit card or bank details are retained by Woodencrafts
  • Woodencrafts accepts PayPal, Visa, Mastercard and Direct Bank deposit
  • Before using PayPal we recommend you read PayPal’s Combined Financial Services Guide and Product Disclosure Statement, including “Common questions”, “Help topics” and how to use the “Resolution Centre” all found at https://www.paypal.com/au/selfhelp/home
  • Payment must be confirmed before the order is dispatched
  • An “Order Confirmation” will be sent to your email address once your order is received and payment confirmed – please keep this as your proof of purchase
  • Carefully check the “Order Confirmation” and call us within 24 hours if there are any discrepancies or changes to be made

Delivery and Postage:

Destinations within Australia:

  • We use Australia Post trackable delivery service for all deliveries within Australia
  • Notification including a tracking number will be sent via email once the goods are dispatched
  • Please allow 14 – 21 days for delivery, however, since all our products are handmade, with certain products only made to order, delays may occur and you will be notified of such delays as soon as possible via email
  • We do not offer Express Postage
  • Please ensure your delivery address is correct as any re-delivery charges for incorrect or incomplete address details will be the responsibility of the buyer

International customers:

  • We use International Standard delivery via Australia Post for all overseas destinations
  • Notification including tracking number will be sent via email once the goods are dispatched
  • Please allow up to 4 weeks for delivery as all our products are handmade and certain items only made to order
  • We do not offer Express Postage
  • Woodencrafts chooses to pay “Sign on Delivery” for International destinations – if there is no one available to sign for the goods, a notification card will be left for collection at your local post office
  • Please ensure your delivery address is correct as any re-delivery charges for incorrect or incomplete address details will be the responsibility of the buyer
  • Any additional fees or taxes related to local customs regulations will be the responsibility of the buyer

Refunds and Returns:

  • Please contact us within 24 to 48 hours of receiving your purchase if you wish to return or exchange the purchased product/s
  • No exchange or refunds on goods will be accepted after 2 weeks from date of delivery
  • For change of mind, we will be happy to cancel your order and refund your money provided the order has not been dispatched, so it is very important for you to contact us for any change of mind within 24 – 48 hours
  • If your order has already been dispatched we will refund your money excluding postage or exchange the product/s once the purchased goods have been returned to us in their original condition at the buyer’s cost. All postage costs for exchanged goods must be paid for by the buyer
  • We will endeavour to pack your goods in an appropriate manner to ensure safe delivery however it is the buyer’s responsibility to check the goods on their arrival for any breakages or missing items and inform Woodencrafts within 24 – 48 hours via phone or sms so we can make suitable inquiries with Australia Post and replace the said items for you as soon as possible
  • We will not be responsible for replacing any broken or missing items after the 48 hour time interval from delivery has passed
  • We need you to send us a photograph of any damaged or missing items so we have the proof we need to make a claim
  • If a purchased product is damaged during delivery we will pay for its return, and either
    • refund your money in full
    • replace it with the same product
    • replace it with another product of your choice of similar value
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