Wooden Letters Australia Pty Ltd - ABN 57 732136 671

Frequently Asked Questions

For the quickest answer please read our FAQ's below. If you need more information please contact us at sales@wooden-letters-australia.com.au or through the web page contact us page.
 
General Questions:
 
Q. What are the products made of?
A. Our products are made from top grade MDF, Bamboo, Plywood or Acrylic. Painted products are spray painted with the highest quality paint.
 
Q. Can you make letters in a font or size not listed on the website?
A. Please contact us at sales@wooden-letters-australia.com.au 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 desired font.
 
Ordering:
 
Q. How can I submit my order?
A. Simply follow the online shopping procedure. 
 
Q. What payment options are available?
A. We accept payment via PayPal, Direct deposit and credit card. 
 
Bank deposits require your order number be placed as 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 excepted 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. 
 
Q. Will I be charged GST?
A. Orders within Australia will incur a GST charge. International orders do not incur this fee.
 
Q. How long will my order take?
A. Processing times will change from time to time. These times are an estimate to assist you in scheduling your order.
 
  • Raw MDF Unpainted Items - Minimum 7 full business days to dispatch plus delivery time. If you require your item sooner then please send us a message PRIOR to ordering to discuss. 
  • Drop Boxes & Tree Boards - minimum 4 weeks to dispatch plus delivery time.
  • MDF Place Names - Current turnaround is approximately 3 weeks from receipt of complete list of names, any alterations or additions to your list may result in delays. If you require them sooner then please send us a message PRIOR to ordering so we can discuss an urgent dispatch. During peak times dispatch can be extended however event dates are always taken into consideration to ensure delivery by this time. 
To check estimated delivery times after dispatch please visit:
                                             www.australiapost.com.au 
You will receive an email with tracking information once we dispatch.Once a parcel leaves us we have no control over the time it takes to deliver however you can check the progress via the relevant delivery method (Australia Post or Courier) on their websites with the tracking information sent in the dispatch email. 

 

Custom orders processing times will be dependent on the order and will be advised at the time of the quote. We do not provide artwork proofs prior to cutting and sending due to the quick turnaround of our orders unless we have given prior to order approval to a request for artwork. 

If you have selected local pick up we are only open for collection Monday to Friday. This does not include public holidays. Collection times are between 10am - 3pm on these days only. 

Q. Can you do urgent orders?
A. 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. 
 
Q. What is your returns policy?
A. 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 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.
Q. Cancellation of an order
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:
 
Q. How will my order be packaged and sent?
A. 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.
 
Q. Do you ship overseas?
A. We ship worldwide.