FAQ

ABN: 121 51 985 406

CONTACT: rachel@timberloveco.com.au or 0431001261 (txt only pls)

How long will my order take? 

We know you are eager to receive what you’ve ordered, and we pride ourselves on prompt turnaround of our product. All products are dispatched in a timely manner in 3 - 5 business days. We will then be shipping your order via our courier, where standard delivery time applies. Tracking is emailed to you via Australia Post when the courier has been ordered. 

IMPORTANT PLEASE READ: Our dispatch times during peak and sale periods will be impacted due to high demand, but we aim to get your orders out as soon as possible.

Please be aware we do not do 'order updates' this would make it impossible to get your orders out in a timely manner. Please wait for your order complete email, this means your order has been packed and is ready for dispatch and is usually sent the same or following business day.


 

Tell me about your shipping?

Please note: due to the impacts of COVID19, Australia Post is experiencing intermittent delays.

We use Australia Post to dispatch all orders and we are proud to offer a flat rate of $9.95 Australia Wide. 

Please plan your purchase for a delivery time of up to 10 business days from dispatch, if you are shopping for a gift. This does not include our dispatch time of 3 to 5 business days to process and ship your order. This does not include peak or sale periods. If you need your item in a hurry please contact us PRIOR to placing your order so we advise if this is possible.

For the peace of mind of our customers, all orders are shipped with tracking from Timber Love Co HQ in Chinchilla, Queensland. You will be notified via an email from Australia Post when it has been shipped. 

All parcels are sent with Sign on Delivery for the security of both our customers and Timber Love Co. If you are not home when your order is delivered, a card will be left with you so that you can easily collect your order from your local post office. 

We recommend downloading the Australia Post app for Android or IOS to receive the most up to date shipping information on your order.

We are not responsible for any re-delivery costs incurred due to Australia Post not leaving a card for collection at the Post Office. If your order is returned to us, it is your responsibility to cover the costs of resending. In this event, we are also unable to accept any cancellations.

Unfortunately at this time we do not offer international postage.

What if my parcel goes missing?

We know that when a parcel goes missing, it can be stressful. If your parcel is shipped and unable to be located after 10 business days from dispatch, please contact us and we will immediately lodge an investigation with Australia Post. 

Please note, investigations can take up to two weeks to complete, and we are unable to offer further resolution until Australia Post has completed their investigation.

Upon completion of the investigation, we may offer to send a replacement item, or refund. If a refund is offered, the refund total will be less postage and any promotional discount.

Help! My order has been damaged in transit!

We pride ourselves on the quality of our products. All items in an order are carefully inspected prior to dispatch, and they are packed in appropriate packaging to avoid damage

In the unlikely event that your order does appear to have arrived damaged in transit, please contact us at rachel@timberloveco.com.au within 48 hours of your order being delivered with the following information:

  • Order Number

  • Order Name

  • Photographs of damage

  • Description of the damage

 

Contact must be made by you to rachel@timberloveco.com.au within 48 hours of receiving your order to advise of damage. All refunds, returns or exchanges are at Timber Love Co’s discretion and are assessed on a case by case basis. 

 

 


 Products & Availability 

All of our products are in stock and ready to ship to you, unless the product title states arrival date to Timber Love Co. This means that we have preordered from our supplier and we have an estimated ETA to their imminent arrival at our HQ.

If your order consists of pre-orders and in stock items, all items will be dispatched together when your pre-order stock arrives. If you require some items in the order earlier than the pre-ordered date, we recommend placing two separate orders.


 

How do I use my discount code? 

If you have a code you would like to apply to your order, please carefully check that the code has been applied in the coupon field at checkout before  you purchase.  We do not refund forgotten or missing discount codes under any circumstances. 

PLEASE NOTE WE DO HAVE SOME PRODUCT EXCLUSIONS DURING A SALE PERIOD DUE TO HIGH DEMAND. ANY PRODUCT THAT IS EXCLUDED FROM A STOREWIDE SALE WILL BE NOTED IN THE PRODUCT DESCRITION.

  • Code must be applied in checkout at time of order

  • Code may not be applied retrospectively.

  • Code may only be redeemed at time of checkout.

  • There are no rainchecks on discounted items or codes.


 

Returns & Refund policy

We want you to love your purchases, and for your protection and ours, please find below our refund and return policies. 

Change of mind

We do not offer refunds for:

  • change of mind purchases,

  • wrong colour/name/size ect selection on behalf of the customer,

  • if the goods are damaged by using them in a way they weren't  intended to be used

Replacement or repairs

Where the resolution of an investigation, either by Australia Post or Timber Love Co is deemed necessary, please note the following:

  • If you are requested to return the initial item to us for inspection purposes, the item must be returned to us in pristine, unused condition. All return postage costs are payable by you, the customer.

  • Please retain your proof of postage until we confirm that your replacement has been processed, at which time we will reimburse you postage, if necessary.

  • We recommend that you re-pack the original item with care to avoid any damage during delivery and suggest that you reship using tracked or registered postage for your own peace of mind.

  • Any refunds issued will be less initial postage, promotional discounts that were applied at time of order and will incur a 10% admin fee.

  • We reserve the right to refuse returns if they do not meet the conditions above.


 

I’ve received the incorrect order!

While we take every precaution to ensure that your items are received exactly as ordered, mistakes can happen. In the unlikely event that we do make a mistake, please accept our apologies and contact us at rachel@timberloveco.com.au within 48 hours of your order being delivered with the following information:

  • Order Number

  • Order Name

  • Photographs of the incorrect items

We will then be able to commence our replacement procedures. If requested, please return the incorrect item to us, and we will resend the correct item once we have received it.

Please keep your postal receipt for reference so we can reimburse you through your original payment method for postage costs.


 

Are your products safe for children?                                                                                      

The safety of our customers and their families is paramount. We take your safety very seriously and ensure every precaution is made to make our products as safe as possible.

  • All products are painted with non toxic water based paint and sealed with non toxic gloss.

  • To ensure the longevity of your items we recommend them as being used for "decor purposes" only.

  • All of our handmade wooden decor is sanded to avoid any sharp edges or surfaces some pieces may not be suitable for little mouths

PLEASE NOTE: STRICT ADULT SUPERVISION IS RECOMMENDED WHEN YOUR CHILD IS PLAYING WITH ANY Timber Love Co PRODUCTS. PRODUCTS MAY CONTAIN SMALL PARTS AND OUR HANDMADE PRODUCTS ARE RECOMMENDED AS DECOR PURPOSES ONLY.

Magnet Safety

Some of our products contain magnets. If swallowed they can be hazardous. Please keep all products containing magnets out of reach of children. We urge our customers to use common sense when allowing children to play with products containing magnets. 

HANDMADE PRODUCTS CONTAINING MAGNETS ARE NEVER TO BE USED AS TOYS.


 

A1 Quality

We are passionate about our products, and we  love what we do. We hope you do too! We take exhaustive pride in each and every product that we stock and make. 

Some of our products are handmade, and some minor differences in the natural material may occur - for example knots and cracks in wood. We don’t consider these imperfections, but that they are what makes your product completely unique!

We conduct stringent inspections on each and every one of our products, and we would never send you an item we ourselves would not be happy with.

 Because of the nature of the materials that we work with, finger joins and timber odour (especially with rubberwood products) are common occurrences. A slight odour from the natural material is not considered faulty.