Frequently asked questions
Please read the FAQ's below for any questions that you may have. If you can't find the answer you are looking for, or too bored to read them, then you can contact us at firstname.lastname@example.org.
Shipping & Returns
When will my order be shipped?
Once you’ve placed an order, we package it and deliver it to Australia Post, our shipping agents.
We are here to make you happy, so we aim to ship all products within 24 hours.
If your order has multiple products and includes some pre-order items, then your order will be sent in a single shipment once the pre-order items have arrived.
Australia Post typically takes about 2-8 business days for your order to be delivered. We also offer Express Shipping, which takes about 2-4 business days.
How much do I pay for shipping?
If you are located in Australia, we offer free standard shipping on all orders over $100. We send out all orders via free standard shipping through Australia Post. For orders under $100, free standard shipping will cost $9.
Standard shipping takes about 2-8 business days to be delivered.
If you prefer Express Shipping then, the shipping cost will be $15.
Express shipping takes about 2-4 busines days to be delivered.
How do I track my order?
Once you order is shipped, we’ll share with you the shipping confirmation email along with the tracking details. You can track your shipment through Australia Post’s website.
Is your order lost or not delivered?
If your order hasn’t been delivered within 14 days from when it was shipped, reach out to us at email@example.com and we’ll look into it. We’ll reach out to our logistics partner and investigate into the delay.
Can the shipping address be changed after the order has been placed?
Sure, if your order hasn’t been shipped, contact us on firstname.lastname@example.org with your order details and the correct shipping address and we’ll change this for you.
If you order has been shipped, our logistics partner may/ may not allow you to redirect your shipment through their website.
Do you ship internationally?
We’ve just begun our journey and currently we’re shipping to only Australia and New Zealand. Keep an eye out once we expand to other locations.
How is my order packaged?
Every Woodle or WoodleAir is tied up in a beautiful ribbon bow with a customised card. It’s vacuum-packed in a recyclable plastic bag and placed in a reusable canvas drawstring bag. Your order is then packed in a compostable satchel and is ready to be shipped to you. We also use compostable shipping labels to ensure your purchase is more Earth-friendly.
What is the size of the Woodle or WoodleAir?
Our Woodle and WoodleAir Adult range fits most people and is equivalent to a size 6XL hoodie. This should be cozy for both teens and adults.
The Kids range is about 25% smaller than the Adult range and should be ideal for children aged between 3 and 13 years.
If you need further details, please refer to our size chart below. Since the fleece used in making Woodles may expand/ contract a little, there may be slight variations in size.
How do I take care of the Woodle or WoodleAir?
Woodle and WoodleAir are easy to care and not a fuss.
- Hand or machine wash in cold water. Hand washing is obviously gentler and helps last your Woodle longer.
- If machine washing, please wash in a gentle cycle
- Use only mild detergents (approved for wool/ silk)
- Avoid mixing with other colours
- Do not tumble dry
- Do not iron
- Do not dry clean
Are Woodles really cruelty free?
All Woodles are made with cruelty-free Flannel-fleece and/or Sherpa-fleece.
Can I give feedback on designs, or on anything?
100%! We are always on the lookout for new designs and suggestions / feedback / feelings. Your inputs helps us grow. Drop us a comment on our post on Instagram or email us at email@example.com.
What material do we use to make the Woodles?
Woodle is made from premium Sherpa fleece with an external layer of soft flannel fleece.
WoodleAir is made from premium flannel fleece.
Sherpa fleece is not from sheep and is made from polyester.
Do you offer bulk purchase discounts?
YES! Reach out to us at firstname.lastname@example.org and we’ll do the best we can to offer you a good deal.
How I can send my order as a gift?
Pop in the shipment address of the special person and we’ll send it directly to them.
Can I buy through a store?
Sorry, we’re are an online only business. If you do need to try before committing, then we offer a 45-day free return policy.
Returns and Exchanges
Do you have a returns policy?
We offer a 45 day free return policy. Any product returned within 45 days will be eligible for a full refund.
Please note items must be in the original packaging, which must be in original condition. This includes attached tags, bags, ribbons, etc. that come along with the item.
Do I have to pay for returns?
We are a small family-owned business and at the moment cannot afford to sponsor prepaid return labels. So Yes, you’ll have to pay for any postage to send the item to our warehouse.
How long does it take for my refund to be processed?
Once we receive the product, we will process the refund within 14 days.
How secure is your payment?
We use Shopify Payments which is a secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept payments through credit cards (Visa/Mastercard/American Express) as well as debit cards.
We offer Buy Now Pay Later payment plans for Australian customers only.
How do I use a discount code?
We offer discount codes to some of our very special customers. To use these codes, you’ll need to pop it in the box on the checkout page and click “Apply”. The price should reduce so you’ll know exactly how much you’re paying.
Please note, only one discount code can be used per order. If you want to claim multiple codes, you’ll need to place separate orders.
I forgot to use my discount code!
Oops! Reach out to us at email@example.com and we’ll fix this for you.
What currency are the prices?
All pricing is listed in Australian dollars (AUD).
I have an issue with my order, what can I do? Or I need to cancel my order? Or I just need to contact a person!
We’re always available to help you out at firstname.lastname@example.org.
Where are you located?
We’re a proud Australian small business located in Sydney, New South Wales.
How can I subscribe/ unsubscribe to your mailing list?
There’ll be a box on our homepage where you can subscribe to our email list.If you need to unsubscribe, there’ll be an option to unsubscribe at the bottom of all our emails.
Where can I purchase a Gift Card?
There’s an option right on top for purchasing Gift Cards. Select any of the pre-selected value up to $500 and proceed to check out.
You can purchase a gift card for yourself or send it as a gift. There’ll be an option at the end to insert the email address of the recipient of the gift card.
Can I purchase a Gift Card with a discount code?
Sorry, that’s not possible. However, the recipient of the gift card can use a discount code while redeeming their gift card.
How do I redeem a Gift Card?
It’s pretty simple, just add your Woodles to cart as usual and enter the Gift Card Code where indicated at checkout to complete your purchase.
What happens if I don't spend the whole value of the Gift Card?
The balance value will remain on the card to be used later. However, please remember to use by the expiry date of the gift card.
Can Gift Cards be refunded, or exchanged or cancelled?
- Gift Cards cannot be refunded for change of mind
- Gift Cards cannot be replaced or refunded if lost, stolen or altered
- Balances remaining on the card at expiry cannot be refunded
Can the Gift Card be used along with a discount code?
Absolutely! The gift card is as good as using any other payment mode. So you can save some cash by using our discount codes and use your gift card as a mode of payment.
What happens if the item I want to buy costs more than my Gift Card?
The Gift Card can be used up to its value and feel free to use another payment type for the remaining balance.
What is the validity of Gift Cards?
You have three years from the date of purchase to use your Gift Card on our site.
What happens if there is a balance left on the card when it expires?
The balance left on your Gift Card also expires, with your gift card. Sorry, we cannot refund the expired balance.