Customer Service

Thanks for shopping with The Woodsfolk, we appreciate your interest in our little store!

Shipping

Domestic Shipping (Australia)

Shipping is $12 for all orders under $200 and free for orders over $200. This excludes bulky items - postage for bulky items will be calculated after check out. 

We try to get orders out as fast as possible and usually ship within 36-48 hours (depending on when we're open!). An estimate of the shipping and delivery times is provided at checkout. Please note that we cannot guarantee delivery times, having said that though you should have your goodies within three to five days. 

If you leave a note for your parcel to be left on your doorstep, we will not take responsibilty if it disapears. We recommend you send your parcel to the post office if no one is home!

International Shipping (incl. NZ)

International shipping outside Australia is available and you have two options:

1. Request a shipping quote

Click through and fill out our shipping quote email form. A team member will get back to your within 1-3 business days.

2. Place a manual order via email with our team

Click through and fill out our manual order email. Our team will process your order and reply with an invoice including a shipping quote. Once payment is made we will dispatch your order. 

Our Returns & Exchange Policy

If you are not satisfied within the first 7 days of your purchase, we will accept a return and process a refund provided that the product is unused and it it's original packaging.

Allow 1-2 days for the refund to be processed once we recieve your parcel. The refund will be issued via the origional payment method eg is you pay with PayPal, your refund will be issued via PayPal. 

 The sale of all limited edition products, sale items, custom orders, products that have been engraved, monogrammed, embossed, personalised (etc.) as well as edible products are final and non-refundable.

All items should be returned to:

Returns c/o The Woodsfolk
39 Church Street
Hawthorn VIC 3122

Domestic Returns & Exchanges

Australian customers are responsible for shipping products that are being returned/exchanged due to change of mind. We strongly recommend using a shipping service with a tracking number. The Woodsfolk will cover the outgoing shipping costs for defective products, we will reimburse you for the shipping cost on receipt of the product. 

International Returns & Exchanges

International customers are responsible for shipping, duties, customs, and taxes on returned or exchanged items. Before returning please send detailed photos and order information to online@thewoodsfolk.com.au. We will advise how to proceed and for shipping we strongly recommend using a shipping service with a tracking number.

Suppliers

If you are interested in The Woodsfolk stocking your products please email us.

Please do not send samples or call the store, following these simple instructions will be appreciated.

We will review applications and make contact if we are interested in your range. Please make sure images are accessible via your website or blog link in the email. We are fully stocked at this time but will review these emails when looking for new stock.

Our Privacy Policy

This privacy policy sets out how we uses and protects any information that you give us when you use this website.

We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

  • name and job title
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.

Our Security Policy

We take all reasonable steps to keep secure any information which we hold about you. Personal information may be stored both electronically on our computer system, and in hard-copy form. Firewalls, 2048 Bit v3 SSL encryption, passwords, anti-virus software and email filters act to protect all our electronic information.
 
We do not store credit card information, we securely submit credit card information to our bank for processing.