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Common purchase queries answered

Orders and Shipping

How long does it take for me to receive my order?

We dispatch the product within 1 to 2 business days after your order without fail. And transit time is 3 to 10 business days. it’s very rare to take more than a week to reach most parts of the country.

How do I create an account?

You can easily create your account by visiting signup page on our website.

How do I change my shipping address?

You can change your shipping address until the order dispatched. Please send you updated shipping address and order id on our email

How do I track the status of my order?

Once your order is shipped, we send you a notification email with tracking details and link to track your order. You can track your shipment status anytime.

Will you keep my credit card information on file?

No, we do not store any sensitive information anywhere.

Do you ship to my country?

We ship all over Australia. We don’t do international shipments as of now.

Will my items come in one package?

It depends on the item you have purchased and Courier services. We package the product based on its size and weight. We aim to send the orders together but sometimes they get loaded in different trucks due to the size and weight of certain parts of the item and packages May arrive a few days apart.

Returns and Exchanges

What is your returns policy?

Any product you can return back if you don’t like or it doesn’t fit the interior of your home as you envisioned it, However, the Shipping back to the supplier and restocking fee will be deducted from the initial amount. The return needs to be initiated within 7 Days after the product delivery.

If a return is due to a defect in our product, we bear the return shipping cost of the product. Please send an email including pictures or video of the condition of the product received and an explanation of why they would like to return the product and if the item is eligible for return.

Return shipping cost will be paid by the customer in case you are returning a product that has no defect but you somehow changed your mind For COM (Change of Mind) product has to be in original packaging. We don’t accept returns without original packaging, refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

I received the wrong item

Its never going to happen. But still if a cases like this arise, we will definitely help you with getting the right product delivered to you. Please send us an email on

Order arrived damaged

If the product is damaged or there is a defect, we do Replacement for Return and also bear the cost of the return shipment, However, we require the Photos or videos of the Defected item to identify the Damage. We may also Require the part numbers so we can replace the damaged parts.

Where should I mail my authorized return?

Please send an email on

How do I receive customer support?

Send us an email at and we will try to address your concern ASAP.

What do I do if I entered an incorrect shipping address?

You can change your shipping address until the order is dispatched. Please send you an updated shipping address and order id on our email

Can I change or cancel an order after I’ve submitted it?

Yes, you can cancel your order anytime until its shipped from our warehouse.

What timber is used?

Sheesham wood

Sheesham wood, harvested from renewable, sustainable government managed plantations. The wood is very hard and has a rich chestnut colour with a heavy, narrowly interlocked medium textured grain. Each piece is unique as it is individually hand made by skilled craftsman, any differentiation in colour is part of the natural occurrence and any irregularities in the wood should not be considered as defects. Wood gently moves with change of atmosphere and room temperature, some movement of the wood is natural and should be expected.

Mango wood

Mango wood is an extremely beautiful hardwood, its furniture gaining very popularity especially due to its far greater sustainability over other popular hardwoods. Mango wood is a hard, dense timber, though strong, is easy to cut and shape and as such, displays colour properties unlike most other woods, its beautiful grain is often made up of many different colours and tones, ranging from a dark or light green through browns and light tan colours. This stunning grain looks lovely in its natural form but looks even better with a coat or two of beeswax polish and provides a look that betters with age.

How do I care for my furniture?

The characteristics of hardwood expansion are inherently connected to their sale ability. In other words, it is important to understand that as buyers are attracted to the natural qualities of wooden furniture they should be mindful that, as a natural material, the hardwood will adapt to its surroundings.

Wood gently moves with change of atmosphere and room temperature, some movement of the wood is natural and should be expected. From time to time treat the timber with a beeswax polish using a soft cloth, which you should then buff off using a soft lint-free cloth. Always work in the direction of the grain and do not use silicon based sprays or polish.

Please do not place anything hot or wet directly on the wood as staining may occur, always use a coaster or mat. Any spills should be wiped off immediately with a dry cloth. If the wood becomes marked it can be restored with care by rubbing down with fine wire wool in the direction of the grain and then finishing with beeswax.

Avoid placing your furniture in direct sunlight and heat. This will protect the wood from fading and help avoid movement and cracking.

Are my personal details secure?

We only collect information that we require to process your order, unless you choose to provide extra information for marketing purposes. We keep information such as your name, address, e-mail, your purchase details. Occasionally we will contact you to inform you of new products, promotions and news from Wood Factory. If you would prefer not to receive information from Wood Factory please notify us by either emailing us.

Is it safe to enter my credit/debit card details online?

All our online payment transactions are taken through Paypal.Paypal is an established, trustworthy online payment method. It has a proven track record in terms of security and is used by many online retailers. Their web site can be viewed at Paypal is designed so that we don’t hold any sensitive information on our site, should anyone gain unauthorised access to our database the information they obtain will not allow them to recover credit card details or other sensitive information.