FAQs

Products
 
  1. Why can’t I shop from your website?
We no longer sell direct to public from www.downtothewoods.com.au, to purchase our products click the shop page and buy online via our flagship store or email us to find out where your local stockist is located.
 
  1. Why can’t I log in or create an account?
Log in access is for active DTTW wholesale stockists.
 
  1. Where is my closest stockist?
Fill out the form or email info@downtothewoods.com.au with your postcode and we’ll let you know shortly.
 
  1. What is the price of ________?
Head to your local stockist or click here to view DTTW RRP product prices.
 
  1. Help me with Heico!
Down To The Woods previously distributed the Heico Lamp range in Australia from 2009 - 2013. If you have any questions please direct these to www.agent88.com.au who now distribute this range.
 
  1. Why does my doormat look like this?
For tips and tricks to keeping your doormat looking fresh click here.
 
  1. How do I use Motex Tapes?
Our MoTex tapes always work best when you leave at least 2cm on either side of the embossed area. For more tips and tricks click here.
 
  1. When is this item going to be available?
Head to your local stockist or email our team via info@downtothewoods.com.au  


Wholesale Access
  1. I just placed my application for wholesale access, how long does it take to get approved?
Wholesale applications take up to 14 days for processing. In peak periods like August and November this may take a little longer.
 
  1. I am a designer, can I get wholesale access?
For Designers wishing to purchase our products we offer a designer discount. Please email info@downtothewoods.com.au to apply.
 
For DTTW Stockists
 
  1. How long does delivery take (domestic and international)?
For domestic orders we will process your order between 2-5 business days. Dispatch will be notified and can take up to 10 business days. For urgent orders please email info@downtothewoods.com.au to coordinate.
 
  1. How long will this take to ship to me?
DTTW ships via StarTrack, TnT and Aus Post. Depending on your location
 
  1. When are items going to be available?
Down To The Woods launches two collections annually with advised ETAs. To access updated emails please check stockist email, the DTTW Stockist Calendar via your ‘Stockist Info’ page at log in or email info@downtothewoods.com.au for product ETA update. Christmas orders are dispatched in late October.
 
  1. Can you give me a statement or any current invoices?
Please log in to your wholesale account via the ‘Stockist Log In’ tab. You can view all current and dispatched orders via the Account Summary page. If you have any further questions email info@downtothewoods.com.au
 
  1. What is the freight cost?
The cost of freight is determined by our courier companies. We endeavour to get the best freight costs for you and will usually notify you if a freight:product ratio is quite high.

16. This item has been damaged, how do I get a credit?
Any claim of missing or faulty products must be made within five (5) business days of delivery.
We do not accept return of unsold stock or for change of mind. Please email info@downtothewoods.com.au to claim a credit. Please include a photograph to help us determine any issues. 

17. What is on my backorder?
Please login to view your current orders and any items on backorder.

18. Is there anything new on its way?
Down To The Woods launches two collections annually with advised ETAs. To access updated emails please check stockist email, the DTTW Stockist Calendar via your ‘Stockist Info’ page at log in or email info@downtothewoods.com.au for product ETA update.

 
For International Orders

Can you ship internationally?
Yes, of course! Unfortunately our freight calculator on our website is under maintenance, please select the Pay Later option and we will send you a final invoice with the correct freight charge.
 
Who do you freight with?
We use TNT and Aus Post for all international orders. Delivery can take up to 10 business days.