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Product Care, Delivery & Returns FAQ
Product Care & Information
Q: Are your products hand-made? A: Yes, all our products are hand-finished to order.
Q: How should I care for my timber product? A: Timber is a natural material that responds to its environment; changes may occur over time. For cleaning, please use a dampened cloth only. Avoid all household cleaners.
Q: Is the finish on your products safe? A: Yes, the oil finish on our products is safe and made from natural ingredients. Items intended to be in contact with food are finished in 100% Tung oil.
Q: What should I do if my product shows signs of wear? A: If the surface needs a touch-up or colour repair, you can maintain it with Rubio Monocoat Refresh ECO oil,
Delivery Information
Q: When will my order be dispatched? A: As all products are hand-finished to order, they will be dispatched within 10 - 30 working days. Orders are processed Monday to Friday, 8 am - 4 pm.
Q: Do you offer free shipping? A: No, we do not offer free shipping
Q: How long will delivery take after my order is dispatched? A:
North Island: 1-2 business days
South Island: 2-3 business days
Rural Deliveries: Please allow an additional 2 days for all rural addresses.
Returns Information
Q: What is your return policy? A: No, we have a no return policy. If your product has a manufacturing fault, you can return your order for a full refund within 10 days of the original purchase date.
Q: What condition must the item be in for a full refund? A: To be eligible for a refund, items must be unused, unworn, undamaged, unmarked, and returned in their original packaging.
Q: Who pays for return shipping? A: You are responsible for the cost of shipping the item back to us. However, we can arrange for our courier to collect the item from you and deduct the freight cost from your refund if you prefer.