Frequently Asked Questions

Frequently Asked Questions

How long will my order take?

All of our pieces are custom designed and made to order. In most cases you can expect your handcrafted piece within 8-10 weeks. Some factors may affect this, such as the time of year, availability of materials and weather conditions.

Please kindly note due to nationwide timber shortages we are experiencing some delays in production. We are working incredibly hard to get orders out to customers within the advised time frames but some factors are beyond our control, thus please allow an extra few weeks for handover of your custom project at this time. We appreciate your patience and understanding in this matter.

Why such a long wait period?

At Richards & Wood we work on a first come first serve basis. Once your order is place, you will be placed in a production queue. All of our pieces are 100% handmade from scratch with lots of love, time & care. Our craftsman is a perfectionist and we will not complete handover until we are completely satisfied with the finished product.

Can I make changes to your advertised pieces including the dimensions and finish?

Yes yes yes! All of our pieces are 100% customisable. We absolutely love getting creative so if you wish to amend any of our pieces in any way or if you have any Pinterest inspirations, please contact us via our ‘contact us' page or by emailing customteam@richardsandwood.com.au - we would love to assist you with your dream project!

What happens if I’m not happy with my furniture?

In the event you are unsatisfied with what you have received please notify us within 24 hours of receiving the item. We will always make every effort to rectify any concerns that you may have. Please note; we will not be held accountable for any incorrect dimensions or specifications. It is the customers responsibility to ensure the dimensions they have advised us and all details on the quote are correct prior to accepting. The details of the custom quote are final for production and if changes are required a formal revised quote must be provided.

What is your warranty & aftercare?

All of our pieces are designed from the highest quality solid timbers and handcrafted in our workshop. Variations in Timber should be expected and no two pieces are ever the same. Timber has imperfections and various natural features, so each individual board is not flawless in look or colour. Whilst we take great care in the hand selection of our timbers, colour and textures or variations may occur and exact matches cannot be guaranteed. Many different environmental factors can cause changes or reactions to the timber colour and texture, exposure to direct sunlight, changes in humidity or wet weather conditions can cause premature deterioration of your product. Timber is a natural material and can therefore move, warp, split or crack and this should be expected as it responds to its environment. Such effects are not considered to be faults or flaws and will not compromise the structural integrity of any furniture we create. We do not provide refunds for natural causes and movement as a result of this or any other natural environmental reaction. We highly recommend that our raw timber pieces are correctly sealed to ensure the longevity of your timber. Sealing the timber correctly will deter the furniture from being easily damaged as a result of spills, water & surface damages. Should the customer opt out for this option, this will limit the warranty. We offer a 1 year warranty on all of our pieces. Warranty does not cover environmental effects as laid out above, neither does it include neglect, failure to follow care instructions, tampering or misuse. If you wish to make a warranty claim, please contact us via email at customteam@richardsandwood.com.au with proof of purchase detailing the issues which have occurred along with photos.

Is your children's play equipment safe?

As parents to twin toddlers ourselves, the safety of your littlest family members is paramount and therefore great care is taken when designing and creating all of our pieces to ensure they meet Australian Safety Standards. This includes the measurements and spacings between all the dowels, weight limits, heights & functionalities. We use only 100% VOC free non toxic paints and stains, along with the highest quality sustainable materials. Stringent inspections are conducted prior to handover to ensure all edges are well rounded and all areas are completely smooth. It is recommended that all our play equipment only be used on soft surfaces such as grass, play mats or carpets. Our Pikler Triangles should be utilised by only one child at a time and are weight tested to 40kg. Children MUST be supervised at all times whilst play equipment is in use.

Can I return my furniture for a refund?

We do not provide refunds for custom made furniture pieces since they have been individually created & designed upon request to suit your requirements. If you have noted initial flaws with the product as well as any issues with the finished design, please notify us within 24 hours of handover. Since we work with only solid timbers, natural changes may occur as a result of environmental effects (please refer to Aftercare & Warranty). Richards & Wood do not provide refunds or compensation for these events occurring.

Can I return my toys for a refund?

In the event you receive an item which is faulty or damaged, please send a request through to us via email along with photos of the damages. Richards & Wood will provide a full refund or exchange for faulty items. Unfortunately we do not offer refunds in the event of change of mind, however store credit can be arranged.

Please note, due to materials being automatically ordered upon receipt of new custom projects, online orders are only 50% refundable in the event of change of mind.

How can I pay?

At Richards & Wood we accept payment through Shopify payment, debit & credit card, AfterPay, Open Pay, Lay By or via Richards & Wood 50% deposit scheme. If you would like to make payment using our 50% non refundable deposit scheme, please contact us via the ‘contact us’ page.

We will issue you a quote for the custom order for your acceptance along with the deposit details. Richards & Wood work on a first come first serve basis and will not process any order until in receipt of the initial deposit (proof of payment is accepted).

We will then make contact with you once again upon commencement of production with the final balance invoice. Full payment is required prior to handover being concluded.

Please note, due to materials being automatically ordered upon receipt of new custom projects, online orders are only 50% refundable in the event of change of mind.

Do you deliver?

Absolutely! We have a delivery service throughout Brisbane, Sunshine Coast, Gold Coast & Surrounding Areas.

Due to issues we have had historically with interstate couriers, we no longer offer interstate freight at this time. Interstate customers are welcome to make their own freight arrangements, we will package the items securely however we will take no responsibility for the product once it leaves our workshop.

I live locally, can I collect my order?

Of course! When collection is selected upon checkout, you will receive an email with the full collection details upon completion of your order.

You didn’t cover my question!

If you have any further questions, we would be happy to help! Please contact us via email at customteam@richardsandwood.com.au and we will happily assist!