FAQs - Shipping & Returns

  • Deliveries to NT, QLD and WA - order by 3rd December
  • Deliveries to Metro Newcastle and Hunter Valley areas and NSW state - order by 14th December

 Shipping Information

Your order will be dispatched between 5-7 business days from order confirmation. This does not include weekends or public holidays. During sales & event periods please allow additional processing time.

During sales periods and from November till Christmas, all orders are firm and cannot be altered. If you have any questions with regards to shipping please email us at: woodwicksluxe@gmail.com.

 Returns

Our return policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. The bag must not have been opened or tampered with in any way shape or form.

To complete your return, we require a receipt or proof of purchase if applicable.  Please do not send your purchase back to us until you have contacted us.

Broken or faulty items - yes, we are happy to exchange for any broken or faulty items that are caused by us. We can not be responsible for breakages caused by Australian Post or any other Courier service. However, we will go to all lengths to make sure your item has been packaged properly to make sure this does not happen. 

 There are certain situations where only partial refunds are granted (if applicable):

Any item not in its original condition, is damaged or missing items or quantity for reasons not due to our error. Any item that is returned more than 14 days after delivery.

 Additional non-returnable items:

There are absolutely NO REFUNDS on gift cards…

 Refunds/ Returns (if applicable)

Email us first – Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

Returns for store credit will be processed free of charge. Original shipping charges are non-refundable. You will be issued store credit onto your customer account and sent an email of confirmation. If you do not have a customer account then please contact us on: 0411 842 632. 

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at: woodwicksluxe@gmail.com then send your item to: 50 William Street East Maitland  NSW Australia 2323.

 Gifts – No REFUNDS or Exchanges on gifts – Please Choose Carefully….

Shipping on Returns

To return your product, you should mail your product to: 50 William Street East Maitland NSW Australia 2323 - Please also write your #Order Number onto the outside of the package.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We only pay the shipping back to you or the return shipping if the item is returned due to fault of our own.

Store Credit cannot be transferred to another person or account.

Store Credit may be used to purchase gift cards to our store.

Any purchase amounts that exceed the value of the Store Credit will require an additional method of payment for the remaining balance due.

Store credit is provided in AUD dollars.

Your use of the Store Credit constitutes your agreement to our Terms of use.

 

Delivery of your Purchases

Your order will be delivered by a local courier company or Australia Post. Your parcel will be left at your door unless you request signature on delivery or if your delivery address is at a unit, factory or apartment address where signature will be required. We will not be responsible for any lost or stolen packages. 

 


Pickup Option

If you live in the vicinity of Maitland you can choose to pick up your order from my home office in East Maitland. Just place your order online and choose the “pick up” option at the shipping stage of checkout. We will email you when your order is ready to pick up with further instructions, this will be within 24hrs (Mon-Fri, Ex. Public Holidays). Please note that our office is only available for pickup of orders placed online, we cannot take orders in person. Orders not collected after 1 week will be cancelled and the order refunded minus a $5 restocking fee. 


Payment Information

Is your website secure enough for me to enter my payment information?

YES, here at Wood Wicks & Luxe we respect your private information. Just like you, we love to shop online, therefore we make sure it is safe for you to purchase online through our website without any worries. Our website is protected by industry-leading SSL protection with encryption, therefore offering the highest level of encryption and security possible. Whether you prefer to shop on your computer or on your mobile your information is always protected.