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Customer Care

Delivery and timeframes

Many of our products are made to order so there can be a back log from time to time, but we will get it out to you as beautifully and quickly as we can. Please check product descriptions for current lead times or email us with your query. Please note: lead times stated apply from the date your order is confirmed on receipt your payment or deposit.

Delivery of the Maddie and Zoe concrete basins: online purchase of these basins does not include shipping. Pick up from our West Brunswick showroom is available free of charge or email us for a shipping quote hello@woodmelbourne.com

Delivery of the timber vanity and storage units: online purchase of the vanity and storage units does not include shipping. Pick up from our West Brunswick showroom is available free of charge or email us for a shipping quote hello@woodmelbourne.com

Postage of all items outside Australia: If you're not in Australia, please contact us for a shipping quote. Email your delivery address to us and we'll get back to you with a price hello@woodmelbourne.com

Please ensure someone is available onsite to receive your goods. Upon delivery please check to ensure that all items have arrived intact before signing to accept the goods.

Please advise us within 7 days of any damage to items delivered or we will assume that everything was received in good order. 

 

Warranty and Return

3 year warranty; covers all workmanship.

If anything goes wrong, email us - we're here to help.

It does not cover change of mind (why would you?), general wear and tear or neglect.

Are you ordering online? Please read our product descriptions and get in touch if you have any questions. Each of our products is handmade with raw and natural materials. We will never sell anything that does not meet our strict standards of quality but please keep in mind that each piece looks different and contains the variations, cracks, textures and colour changes that come with using raw materials.

 

Installation & Care

Spouts and shower heads: installing is simple and maintenance & care is even simpler. When you receive your handmade Wood Melbourne spout or shower head, you will also receive an instruction and care booklet.

The Isla and Kiri timber spouts are not designed for use underneath a shower.

Taps: taps are generally installed by a licensed plumber (a requirement in some locations). When you receive your handmade Wood Melbourne taps, you will also receive an instruction and care booklet. 

Timber: each of our timber items are an untreated wood product so it will age naturally. Wiping it dry after every use will prolong its life.

Concrete: use a soft cloth, warm water and gentle soap to clean our concrete products - avoid abrasives.

Brass:

  • Raw brass: will patina over time to create a natural barrier to air. Use sparing amounts of a brass cleaner if you want to make it shine.
  • Sealed brass: use a soft non-abrasive cloth, with warm-hot water and gentle soap. 

If you have any questions get in touch. We're here to help.

Email us: hello@woodmelbourne.com

 

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