Processing Time & Postage
When can I expect my order to be dispatched?
Our current processing time is 3-5 working days (excluding weekends and public holidays).
Please note that if your order contains a pre-order item, your whole order will be shipped when the pre-order is ready to be dispatched. Pre-order dispatch time can be found on the pre-order product listing. If you wish to purchase additional items to your pre-order item, however don't want to wait until the pre-order item is ready to be dispatch, please place two separate orders.
If you require your order by a certain date please contact us prior to placing your order so we can inform you if it is possible or not.
How long will it take for my order to arrive from the date it is dispatched?
All orders within Australia are sent via Australia Post express postage (a complementary upgrade) or Australia Post Standard Tracked International Post for international orders. We have no control over the length of time it takes to arrive to you. Please note that Cairns, QLD is located outside the 'next day guarantee' delivery so parcels will take 2+ days to arrive to their destination via express postage.
Once we have dispatched your order, a tracking number will be emailed to you (this could have filtered into your email 'junk' folder). Your order can be tracked by visiting the Australia Post website.
Do you cover 'lost' parcels?
We have tried our best to reduce the risk of parcels getting 'lost' by ensuring that all of our parcels are signed for on delivery. Timber & Cotton will not take responsibility for lost parcels once handed to Australia Post. If you are concerned regarding lost parcels, please ensure you add 'extra cover' to your order. 'Extra cover' with Australia Post can be purchased here.
What do I do if my parcel is lost?
If your parcel has been lost during transit please contact Australia Post on 13POST. You will need to provide them with your tracking number and a customer enquiry will be lodged.
Will I need to sign for my parcel?
All orders within Australia will require a signature on delivery. If you do not wish to sign for your parcel please sign up for Australia Post Safe Drop service. We will not remove 'signature on delivery' when a note is left at checkout.
What happens if I place multiple order?
If you have placed multiple orders within a 6 hour period of time we may be able to combine your orders. Please email us the order numbers you wish to combine ASAP. We will be able to refund you the additional postal charges if we have not already processed your order. If order numbers are not emailed within this time frame, the orders will not be combined and you must pay for the additional postage as these will be sent as separate parcels.
If you are planning to place multiple orders please refer to our 'Combining order code' section of our Discount Codes page.
Do you provide local pick up?
We provide local pickup from our warehouse in Portsmith. Once your item is ready to collect, an email will be sent to you to organise pick up.
This option is available in the 'shipping' section of checkout. In the situation where this option is misused (you do not have a Cairns address listed as your shipping address), your order will be cancelled immediately and stock will be returned to the website. Timber & Cotton will not take responsibility for 'missing out on products' due to the misuse of this code.