Customer Service

Ink Wood & Paper FAQ's

We hope the below will answer any questions that you may have. If you can't find what your looking for then please message us through Contact Us.

Common Questions

How much is shipping?

We do have a minimum shipping charge and we do try to keep the costs low as we underand shipping charges can be a real pain when shopping online.  Within Australia you will never

be charged more than $7 to send any item no matter how heavy or large the parcel is .  International prices will vary best way to check is add items to cart and compete your address information and you will be given a quote for shipping

 I just placed my order. How long will it take to get it?

Once your order has been processed, designed, made, packaged up, and sent.  This process will generally take around 10 business days sometimes quicker depending on items purchased. Within Australia please allow roughly 3 weeks from date of order until delivery.  Internationally please allow roughly 5-6 weeks for order processing and delivery time frame.

That’s just a general timing allowance  Sometimes they can be less and sometimes just a little more.   If you selected a tracked order shipping type such as Express Shipping we will email you your shipping details once your order is on it's way

If you want to make sure your order arrives within 1-2 business days after it is produced and packaged up, select the Express Postage option when you’re at the checkout (only applies within Australia). Just please keep in mind, that your order still needs time to be made so there will still be 10 buisness day for production, and Express Postage timing kicks off once we’ve handed your order over to Australia Post.

The advantage of Express Postage is that regardless of the time it takes to make your order, you’ll still get your order much quicker than waiting for regular shipping times.

 

My order arrived broken, what should I do?

If you’ve received a broken item please contact us ASAP. You’ll also need to email photos of the damaged item (in it’s original packaging) along with all the information (e.g. date and time of delivery, etc.) within 48 hours of receiving it, so that we can take up an insurance claim with the postal service. In circumstances where a replacement is deemed appropriate, the replaced item will be re-sent once we’ve looked into the claim and gone through the necessary procedure with the postal service.

Do you send orders to others as Gifts?

Yes absolutely, we love to send our products as presents.  There is a gift option during checkout where you can leave a note, which we will print on a pretty card and send with your order free of charge. This is marked under gift options in the shopping cart. Please note hey will not be wrapped in gift wrap but pacakged as per normal without any invoices included and with you note attaced

 

Returns

Please note, our Personalised Products and Custom Designs are made-to-order according to your specifications, so changes and requests for returns or re-makes where you've made a personalisation error or simply changed your mind just aren't possible. We understand that these things happen sometimes though, and where we can, we'll try to help out with an affordable solution for you. We will accept returns for non personalised products if returned in as sent condition and show no wear and tear on the product. Postage will be at the buyers cost not Ink Wood & Paper

If a product is faulty we will do our best to rectify the situation as quickly as possible so please get in contact with us to get the process started.  

 

 

 

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