Once you have made a purchase on our website, you will receive an email with your order confirmation and summary. We will then process, pack and dispatch the order within 1-2 business days after which you will receive an email notification with your tracking number. We will find the quickest and safest route for the delivery of your order which may be via courier or Australia Post.
Please allow a further 5-10 business days for your order to arrive. You will be able to track the progress on the respective websites with your tracking number. If there are any issues regarding late or unreceived deliveries, please contact us here or call us at (+612) 9756 0388.
All transactions processed through this website are in AUD (Australian Dollars) and include GST.
Shipping costs are calculated according to your postcode and obtained directly from the courier.
It is your responsibility to ensure that all delivery and contact details entered into the order form are correct. We will not be liable for any misinformation or any incorrect details provided. If the parcel is returned to us as a result of error or inaction on your part, we reserve the right to pass on any additional charges that we incur for the return and re-sending of the parcel to you.
You are invited to leave delivery instructions upon checkout and all instructions and contact details will be relayed to delivery drivers for contact before delivery. Wok Culture cannot guarantee that the delivery driver will contact or adhere to delivery instructions.
Wok Culture (“WC”) sends orders out via courier or Australia Post. Although an “Authority to Leave” is preferred and every effort is made by the courier to leave the order in a safe place, WC is not liable for any stolen or missing orders if this option is chosen.
International shipping will be charged on a case-by-case basis depending on the delivery address. Please contact us for any international enquiries and we will provide a quote based on quantity and destination. It may also be possible to make your own freight arrangements if preferred.
At Wok Culture, we pride ourselves in the quality of our products and services. If you have any questions or need clarification on your products, please contact us by email at firstname.lastname@example.org or via phone on (+612) 9756 0388 between 9am – 5pm (AEST) Monday to Friday.
Please ensure that you have purchased the correct product and entered the correct delivery information as returns for an exchange, refund or repair are only available for any products that were damaged during transit before receipt, faulty out of the box or do not work properly. All returns must be in its original packaging with all accessories and components attached. Please send the returned product via tracked postage or courier with a tracking number to avoid any lost freight for the return of the original product. You will be liable for the cost of any lost freight.
To ensure the most efficient processing of any returns, please contact us via email or phone as provided above.
Refunds and credits are based on the price paid for the original product. Exchanges will be for a new product of the same model number.
Faulty or Damaged Goods
We understand how disappointing it can be to open a new product only to find that it is broken or damaged so there will be no additional charges for products that are damaged out of the box. Please contact us at email@example.com as soon as possible to arrange for the order to be exchanged or refunded. Please also provide photos of the damage for our records.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to choose a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods otherwise fail to meet a consumer guarantee.
Arranging a Return of Products
To arrange a return or exchange, please contact us at firstname.lastname@example.org. Please include:
- Your reason for return or exchange;
- Photos of damage on the product (if applicable);
- Your receipt showing your date of purchase.
- If applicable, we will arrange a courier to pick up the damaged or faulty product from you and will advised on the labels to be attached to the returned product. WC will not be liable for items lost in transit that are yet to be received.
- When the returned product is received and processed, WC will dispatch the replacement product or issue a refund. Refund times may vary but returns will be processed within 7-10 business days from receipt of the product.
Change of Mind
Please choose carefully as refunds or returns are generally not provided if you change your mind. However, if the original product is in its original unopened packaging, WC may offer an exchange or credit of the original product value, only when the original product has been returned and inspected. If this is the case, you will be liable for all shipping costs to and from WC for the original and replacement product.
If you change your mind prior to WC dispatching the order, please call us immediately on (+612) 9756 0388 and we will arrange for a full refund and cancellation of your order.