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FAQ

1. Shipping & Delivery

How long does delivery take?

Delivery time varies depending on the product, supplier, partner warehouse and your location. Each product has an estimated dispatch time displayed on the product page.

How can I track my order?

Visit our Track Order page and enter your email address and order number, then click on the “Track Order” button. You can find your order number at the top of your order confirmation email.
If you can’t find your order number you can also track your order by entering your email address, last name and shipping postcode. For some items, we are currently unable to provide live tracking. To track these items, please call our Customer Care Team on 1300 793 271 or email customerservice@aprilandoak.com.au and quote your order number.

Will I have to sign for my delivery?

Yes, our standard shipping arrangement requires you to sign a delivery form in which you confirm that the product was delivered in a suitable condition (without obvious defects or damage). However, for most items that are shipped with Australia Post you can select an option during checkout to leave the order at your door.

What if I am not home when my package arrives?

Our shipping partner will leave a notice at your home detailing an alternative delivery arrangement. However, we may charge you for storage fees and associated shipping costs.

My items haven't arrived yet. What can I do?

Please check the estimated dispatch time of each item on your order confirmation email. As soon as your order has been dispatched we will send you a shipping confirmation email. Before contacting us directly, ensure that you check the delivery tracking status of your order here. If you do not receive any shipping confirmation or you cannot find any update on the tracking status, please contact our Customer Care Team on 1300 793 271 or email customerservice@aprilandoak.com.au

For some items, we are currently unable to provide live tracking. To track these items, please call our Customer Care Team on 1300 793 271 or email customerservice@aprilandoak.com.au and quote your order number.

How much will April & Oak charge for delivery?

After selecting the correct size/colour of the product that you wish to buy, you can calculate a shipping estimate by entering your postcode on the product page. The final postage cost for your order can be viewed during checkout and may change depending on additional items that you have added to your cart.

What does 'Free Shipping' mean for me?

Free shipping is available on selected products to selected areas. To see if you qualify for free shipping simply type your postcode into the field on the product page or at checkout.

How do I change my shipping address after my order has been placed?

Simply call our Customer Care Team on 1300 793 271 or email customerservice@aprilandoak.com.au with your order number, name, old delivery address and new delivery address.

2. Returns

I want to purchase an item as a Christmas gift. If I need to return it, how much time do I have?

We're offering an extended return period this Christmas! You will be able to return or exchange orders placed between 1st November 2015 and 25th December 2015 up until 31st January 2016 and opt for a replacement, store credit or a full refund. We will require the item to be unused and in its original packaging for these returns.

How do I return my purchase?

Should you change your mind about a purchase you can return the item within 30 days of having received it and can opt for a replacement, store credit or a full refund. We will require the item to be unused and in its original packaging for these returns.

Please check the Australia Post Size & Weight Guidelines prior to returning your item and make sure you include a copy of your order confirmation in the parcel.

Please contact our Customer Care Team on 1300 793 271 or email customerservice@aprilandoak.com.au to assist with organising your return. Please note that free online return bookings are not available for large items and returning large items may incur a postage fee.

What is the return notice period?

April & Oak provides its customers with a 30 days notice period for returns.

How long does it take for me to receive a store credit or refund?

After the approval of your return, April & Oak will grant you a replacement, store credit or a refund within 30 days from the date we receive the returned item(s).

How will I be refunded?

Refunds are issued through the same transaction method you used in your original purchase. For example, if you used a credit card as your payment method the purchase amount will be issued to your credit card.

What are the shipping charges in case of returns?

If you change your mind about your purchase and the item is unused and in its original packaging, you can book your return by contacting our customer care team by email on customerservice@aprilandoak.com.au or calling 1300 793 271. Please check the Australia Post Size & Weight Guidelines prior to returning your item.

They will advise the return shipping cost for your item.

In the unlikely event that your product arrives damaged or faulty, or if you have a warranty claim, please contact us by email at customerservice@aprilandoak.com.au or call our Customer Care Team on 1300 793 271. In those cases, the return of your item is free.

I need to return an item, but I don't have the original packaging. Now what?

Original packaging is required in instances where the customer has changed their mind, would like to exchange for a different item, or would like a refund/store credit. Please note that the item must be unused and returned within 30 days of purchase.

If the item is faulty and you are no longer in possession of the original packaging, please contact our Customer Care Team on 1300 793 271  to discuss further options.

3. Brands & Stock

The item I want is out of stock. What now?

Although we try to have a stock level that will keep up with expected demand, certain item(s) that are highly popular can exceptionally run out of stock.

Please contact Customer Care Team on 1300 793 271  and they will attempt to source the item(s) you desire, at no additional cost, or find a suitable alternative to the item(s) you are seeking.

Do you place item(s) on backorder?

No, your item(s) will not be placed on backorder unless it is explicably specified on the product listing page where we may offer you the option to pre-order an item that will be arriving in stock shortly. Although we avoid advertising product(s) that is no longer in stock, in the instance that your item(s) has sold out, you will be contacted by our Customer Care Team to arrange a store credit or refund if we are unable to source the item(s) from elsewhere.

Can I place an item on hold for purchase at a later date?

We provide you with the opportunity to create your own wishlist where you can select product(s) for further purchase.

When can I expect new product(s) to be listed on your website?

We are constantly updating our product range so we invite you to visit our website frequently.

Do you offer a warranty on your product(s)?

Products are typically guaranteed by suppliers with a warranty of at least 12 month, otherwise April & Oak provides its own guarantee. Please keep receipt of your purchase for warranty claims.

How can I provide feedback about a product?

We look forward to hearing feedback about our product(s). You can find section specifically designed for reviews on each product page. Additionally, please feel free to send us feedback to

Mail: April & Oak, PO Box 1404 Double Bay 1360, Sydney, NSW
Email: customerservice@aprilandoak.com.au
Phone: 1300 793 271

Is there somewhere I can go to view the product prior to purchasing?

Unfortunately, we do not have a retail store and, for safety reasons, we cannot allow customers in our warehouse. If you have any questions regarding the product(s), please do not hesitate to call our Customer Care Team on 1300 793 271.

4. Technical

I need personal assistance with my order. Who can I contact?

Our Customer Care Team is happy to assist you with your order on 1300 793 271.

How do I start a new account?

Please click on ‘My Account’, which is located on the top right hand side of the website. You will then be prompted to a new page where you will find the ‘Create a new account’ button on the left hand side. Click ‘Create a new account’ and fill in your details as requested before clicking ‘Submit’. Registration should now be complete and you should receive a confirmation e-mail to the address you registered with.

How do I update my details on my account?

Please click on the ‘My Account’ tab on the top right hand side of the page. You will then be prompted to enter your account details. Scroll down to find your account information; click on ‘Edit’ to update your details and ‘Save’ once you are finished to save these changes.

I am having problems ordering through your website. What can I do?

Our website is best supported by Internet Explorer and Mozilla Firefox. Please ensure that the browser you are using is up to date. If you are still experiencing difficulties, please do not hesitate to call our Customer Care Team on 1300 793 271.

What are cookies? Do I need to enable cookies in my browser?

Cookies aren't just for eating. They are also the name of small amounts of data that are sent from a website to your browser and stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled' (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers.

Cookies need to be enabled on your browser to allow you to add product(s) to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information. You can log out by clicking the 'Logout' link in the top right hand corner of the page.

To find out more about how we use cookies, please see our Privacy Policy

5. Payment

What payment types do you accept?

April & Oak accepts a great variety of payment methods: Credit cards (Visa, Mastercard and American Express), PayPal and After Pay

Is it safe to use my credit card on your site?

We strive to ensure that every credit card transaction occurs within a secure environment. April & Oak payment system has a 128-bit SSL security encryption certification awarded by VeriSign. You can see the transaction is secure if a keylock is visible in the bottom right corner of your web browser. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to our banks. You can rest assured that your credit card or bank account information will be secured.

Why have I been asked to confirm my order?

April & Oak is committed to a safe, enjoyable and smooth online shopping experience for all customers. For your safety, April & Oak has implemented a payment security screening process. Confirmation of customer details on certain orders may be required prior to the order being processed. Please ensure that you provide accurate and up to date contact information should we need to confirm the security of your order.

My credit card details are not being accepted. What's wrong?

Please check with your bank or financial institution to rule out errors on their behalf. If problems persist, please do not hesitate to call our Customer Care Team on 1300 793 271.

My computer froze while processing payment. How will I know that my payment went through successfully?

All successful transactions will receive a confirmation email. If you have not received confirmation via email, please try placing your order again. Alternatively, please do not hesitate to call our Customer Care Team on 1300 793 271.

6. Pricing

Are your prices in Australian Dollars (AUD)?

All pricing is in Australian dollars.

Do your prices include GST?

Yes, all prices include GST.

7. PayPal

What is PayPal?

PayPal is a payment method for online purchases that allows users to send and receive money online. PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.

How do I sign up for PayPal?

You can sign up for a PayPal account on PayPal website.

Who do I contact if I have a problem with my PayPal account?

Unfortunately, we are not in a position to provide support on PayPal account problems. We kindly ask you to contact PayPal customer service directly.

When will my payment be deducted from my PayPal account?

Payment will be deducted from your PayPal account immediately after checkout.

8. What is Afterpay

If you cant afford the entire payment upfront, don’t worry. Afterpay makes it easier to pay by spreading the cost of the purchase to four equal payments over 60 days. There are absolutely no catches.

9. Privacy & Security

How do I know if April & Oak is a safe online shop?

We are highly committed to provide you with a safe value your privacy and work hard to ensure that your details are secure and will not be released to any other party. To learn more about how we keep your details safe, please see our Privacy Policy.

Do you keep my credit card details?

We do not store your credit card details.

Will my information be sold to third parties?

Your information will not be sold or passed on to third parties. Your privacy is important to us. Read more about how we protect your privacy under "Privacy Policy".

10. About the Company

How can I learn more about April & Oak?

Our world class Customer Care Team can be contacted via email at customerservice@aprilandoak.com.au.

For press or business enquiries, please contact customerservice@aprilandoak.com.au

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