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. 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 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 and this is added during purchase. International orders do not incur this fee.
 
Q. How long will my order take?
A. Processing times will change from time to time particularly during sale periods and peak times. These 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. 
 
  • Raw MDF Unpainted Items, acrylic & bamboo items - includes but not limited too....hoops, children's decor, milestone cards, ring boxes, personalised signs etc 7-10 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.  
  • Painted items, Wedding Drop Boxes, Easter boxes, Guestbooks & Tree Boards - minimum 3- 4 weeks to dispatch plus delivery time.
  • Save The Dates/Custom Tags - 7-10 full business days plus delivery time
  • Cake Toppers - 7-10 full business days plus delivery time
  • Everything else and all other orders without any of the above items 7 - 10 full business days. Therefore if you have place names in your order the dispatch time will be as per the above place name dispatch times. 

  • Custom orders - minimum 10 business days after any artwork approval plus delivery time

  • Place Name orders - Priority Dispatch 5 - 10 full business days and Standard Dispatch 11 - 15 full business days after receiving full name list - please consider Australia Post delivery times to your location as well as this is not included in these dispatch options. 
To check estimated delivery times after dispatch please visit:
                                             www.australiapost.com.au 

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

You will receive an email confirmation with tracking 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. 

 

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. At this time we will provide 2 free artwork designs and any further designs will be charged accordingly based on the design requirements. Please note that artwork requests will delay dispatch of your order

If you have selected local pick up from our Noosaville factory 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. We do request that you send us a message to confirm your pick up day and time to ensure someone is there to meet you. 

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.