FREQUENTLY ASKED QUESTIONS

Prices are displayed in the currency selected in the region and currency selector. You can choose AUD, CAD, NZD, GBP, or USD, and your final total is confirmed at checkout.

Checkout is handled through Shopify’s secure payment environment. Payment details are encrypted and processed by the selected payment provider; Timber & Tale does not handle your full card details directly.

We accept major cards and supported wallets available at checkout, including Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, Klarna and other methods shown at checkout.

Yes. Shipping is free on all orders to destinations available at checkout, with no minimum order amount.

Applicable taxes are included or calculated at checkout where required. Depending on the destination, customers may be responsible for local sales tax, import duties or customs charges.

Orders placed by 5:00 PM AEST on business days are processed the same day. Orders placed after the cutoff are processed on the next business day.

If 15 business days have passed since dispatch and your order has not arrived, email support@timberandtale.com with your order number. We will work with you on a replacement or refund.

We work with trusted international fulfilment partners so we can offer distinctive pieces at fair prices. Orders are dispatched directly from our fulfilment partners; carrier details depend on the destination.

Orders are prepared within 1–2 business days. Standard delivery takes approximately 3–5 business days after dispatch, for an estimated 4–7 business days from checkout.

Once your order is dispatched, we email a tracking link within 24 hours. You can also use the Track Order link on the Timber & Tale website.

Items marked non-returnable on their product page, personalised or custom-made pieces, and gift cards may not be eligible for return. The applicable product-page and refund-policy terms always apply.

Email support@timberandtale.com as soon as possible with your order number and a photo or description of what arrived. We will resolve the issue with a correct delivery or a full refund.

Contact support@timberandtale.com within 30 days of delivery with your order number and a clear photo of the damage. We will arrange a free replacement or a full refund as appropriate.

If you received the wrong size or item, email support@timberandtale.com with your order number and we will help. For a different product or variant, you can also return the original item and place a new order.

Once we receive and inspect an approved return, it is normally processed within 2 business days. The refund is then sent to the original payment method within 5 business days; your bank or payment provider may take an additional 1–3 business days.

No. Timber & Tale does not charge a restocking fee for approved returns.

Return shipping is normally paid by the customer. If an item arrives damaged, defective or incorrect, please contact us first and we will arrange the appropriate resolution.

You can request a return within 30 days of delivery. Items should be unused, in their original condition and packaging, with proof of purchase. Please contact us before sending anything back.

No problem. Email support@timberandtale.com or use the contact form on the website, and include your order number where relevant. We aim to reply within 24 hours.

Our listed customer-service hours are Monday to Friday, 9:00 AM–5:00 PM, and Saturday to Sunday, 9:00 AM–1:00 PM. We aim to respond to messages within 24 hours.

If an ordered item becomes unavailable, we will contact you to discuss the available options, such as a suitable replacement or a full refund.

If your order has not entered processing, we may be able to make a change. Email support@timberandtale.com as soon as possible with your order number and the requested update.

You can request a cancellation within 12 hours of placing your order, provided it has not entered processing. Email support@timberandtale.com as soon as possible with your order number.

Email support@timberandtale.com or use the contact form on our website. Please include your order number where relevant; we aim to reply within 24 hours.

Yes. Timber & Tale is an operating online store with secure Shopify checkout, published shipping and refund policies, and customer support available at support@timberandtale.com.

Timber & Tale operates online, with an administrative business address in Australia. For information about dispatch and delivery, see our Shipping Policy.

Timber & Tale is an online destination for distinctive pieces selected for their natural character, thoughtful detail and ability to transform a space. Our collection includes wood art, sculptures, wall décor and other everyday treasures.

We photograph our pieces as accurately as possible, but colours can vary with screen settings. Natural materials may also have slight variations in grain, tone and finish, which are part of each piece’s character.

Follow the care guidance on the individual product page. As a general approach for wood pieces, dust gently with a soft dry cloth and avoid harsh chemicals, prolonged moisture and direct heat.

Material details are listed on each product page. Timber & Tale focuses on distinctive pieces with natural character, considered details and a carefully selected finish.

Check the measurements and variant details on the product page before ordering. If you are unsure whether a piece will suit your space, email support@timberandtale.com and we will do our best to help.

Dimensions and available variants differ by piece. Each product page lists the relevant measurements, such as the height, width and depth of a sculpture or wall décor item.