My item is taking way too long to get here, what are my options?
Unfortunately the shipping delays due to the impacts of Covid-19 are across all carriers. If you need a hand tracking your item we are able to assist you with this. We suggest you also contact Australia Post at your end quoting your tracking number to follow up on your delayed shipment. If you can not locate your tracking number, please try your junk or promotions folder before getting in contact.
I’ve changed my mind, can I return my item?
We want you to be completely satisfied with your online purchase. If you are unhappy for any reason, we’ll gladly accept a return of any full priced item bought directly through our website within 7 business days of receiving your product. Items should be returned in their original condition, unused and in the box/bag they came in. The cost of returning the product will be to the customer. Winestains will only be able to refund the money once they have received the design and inspected it.
How will I be refunded?
Once received and processed, your refund will be credited directly into your bank account minus original shipping charges. If you paid with a gift card, you will be refunded to that same gift card and will be able to re-use the original unique code towards your next purchase. Please allow up to 5 business days for your refund to be processed. You will be notified by email once finalised. Please Note: Shipping will not be refunded by Winestains.
What do I do if I receive a faulty/incorrect item?
Please email us ASAP with your order number, a photo and description of the fault or incorrect item dispatched and we will arrange a replacement or refund for you.
If the design is faulty, we request that you package the faulty design back up as we will arrange for a courier to collect this from you. You will be charged and unable to receive a refund if you throw out your design without approval.
Do I have to pay for shipping if I return my item?
If you have simply changed your mind or wish to exchange for something else then you will be responsible for shipping and handling charges to return any unwanted items. If the package does not reach us safely we will not be able to complete the refund or exchange. We recommend sending via a trackable method for peace of mind and to retain proof of postage until you have received confirmation that your return has been processed. If your product has proven to be faulty, there will be no charge.
Winestains offers a 6 month warranty on all Picnic Stake designs. This covers breakage of your picnic stake while using it. It does not cover general wear and tear.
Winestains offers a 12 month warranty on all grazing boards. This covers the below only and not general wear and tear.
> Warped board – where the board no longer sits flat on the bench.
> Wine barrel board splitting – where gaps begin opening between the staves of the board.
All returns will be determined on a case by case basis. Photos and order receipts must be provided to start the process.