FAQs
FAQs
If you can’t find the answer to your question here then get in contact with us.
1. What happens if I want to order something that is out of stock?
Send us an email. We may be able to order more stock for you. In some instances, stock will be permanently unavailable. Other times there may be a wait. We’ll try our hardest.
2. How are my objects sent and when will they arrive at my door?
We personally pack each item with care. We ship and track all orders with Australia Post or with a reliable courier company.
Standard shipping – allow 14 business days (Packages to major cities please allow up to three to five business days. Areas outside of major cities please allow up to 10 days. For remote areas please allow up to 14 days).
3. Do you ship internationally?
We're happy to post Bride & Wolfe items all over the world. The further flung the destination, the better.
International shipping (outside of Australia) – allow three to four weeks. Occasionally there may be a longer wait in which case Bride & Wolfe will contact you via email. We aim to ship orders within seven days of receiving an order. Please be aware that any Customs charges are the responsibility of the purchaser.
4. How much will it cost me in postage?
Domestic
For all our local friends we ship via Registered Australia Post or with a reliable courier company.
- Most of our products currently have FREE shipping anywhere within Australia.
Once shipped we'll email you with tracking details. You may need to sign for the package upon delivery, either at your place or at your local Post Office.
International shipping
All our products are priced in AUD dollars. Our products are shipped internationally via Registered Australia Air Post or a reputable courier company such as TNT.
We love our worldwide customers so most of our products are shipped for free internationally.
Once shipped we'll email you with tracking details. You may need to sign for the package on delivery, either at your place or, if the postman doesn't catch you, at your local Post Office. If you have any concerns or queries regarding shipping please contact us here.
5. What payment methods do you use and is it safe?
We accept payment by credit card (MasterCard, Visa). We also accept Paypal payments. For our international customers we accept all major credit cards using our secure payment server. If you have any concerns or queries regarding payments please contact us here.
6. What is your exchange or refund policy?
We hope the arrival of your Bride & Wolfe order fills you with unbridled joy. However, if you get more of a sinking feeling, please email us within 24 hours of receiving the order to arrange a refund. We'll need you to post the piece back to us in its original packaging using registered post. As soon as we have received the undamaged item, we'll refund your money. We're also happy to replace your piece or offer credit for a future purchase.
7. What happens if my items arrive damaged or faulty?
Bride & Wolfe checks every purchase before sending it out to you. However, in the unlikely event of your item getting damaged in transit, please contact us within 24 hours of receiving the damaged item and we'll arrange a replacement as soon as possible. Any later then 24 hours and we are unable to offer a replacement.
International orders: Sorry far-flung peeps. Unfortunately, we cannot accept returns on international orders. If you need to contact us regarding your international order, please email info @ brideandwolfe.com.au
8. How should I care for my products?
Every single Bride & Wolfe item is hand finished. This may mean slight variations in your piece. To fully enjoy your new product, make sure you read the item's label and follow the care instructions.
Mirror wall pieces
For our wall pieces remember to handle with care. Items may dent or smash if dropped.
We recommend holding by the edges only, to avoid fingerprints. To dust your mirror use a soft gentle cloth. To clean your mirror use a very soft cloth (like an old tshirt) dampened with methylated spirits.
To ensure your wall piece lasts long enough to be an heirloom, please:
- handle with care
- hang it where it will be sheltered from wind, rain and slamming doors;
- learn to love the minor variations in texture and finish - like an artist's signature, they're your guarantee that every piece is finished by hand.
9. How do hang my wall piece?
To hang your Bride & Wolfe wall piece you can use the tried and true method of a hook or nail – much like hanging a painting – or you can use one of any number of non-permanent sticky hooks widely available in hardware stores and craft shops.
We recommend 3M's 'command adhesive hooks' at home. They're perfect for Bride & Wolfe pieces and can be easily removed leaving no marks on your surfaces.
10. My piece looks different in person than on my computer screen. Why is that?
Some computer screens have colour variations that may slightly differ from the original Bride & Wolfe item. Keep in mind that each piece is hand finished. Minor variations in texture and finish can be expected. If it’s really, really not to your liking, see Q. 6.
