Shipping & Returns

Shipping Policy

At Hornets Nest Custom Woodworks, every piece is handcrafted with care using sustainably sourced Australian timber. Because many of our products are custom made, our shipping process is designed to ensure your order arrives safely and in excellent condition.

Processing Times

• Custom furniture and bespoke projects: Production times vary depending on the size and complexity of the order. An estimated completion date will be provided when your order is confirmed.
• Custom cutting boards, butcher blocks, and charcuterie boards: Generally dispatched once craftsmanship and finishing processes are complete.
• Orders are not shipped until all finishing oils, waxes, or protective coatings have fully cured.

Shipping Locations

• We currently ship Australia-wide.
• If you require international shipping, please contact us before placing your order to discuss availability and freight options.

Shipping Costs

• Shipping costs are calculated based on the size, weight, and destination of your order.
• Large furniture items may require specialised freight services and will be quoted individually.

Delivery Timeframes

• Delivery times vary depending on your location and the shipping provider.
• Rural and remote areas may experience longer delivery times.
• Once your order has been dispatched, tracking information will be provided where available.

Packaging

• All products are carefully packaged to help protect them during transit.
• Larger furniture pieces may be wrapped and crated when necessary to minimise the risk of damage.

Delivery Inspection

• Please inspect your order as soon as it arrives.
• If your item has been damaged during shipping, notify us within 48 hours of delivery and provide photographs of the packaging and the damaged item so we can assist you.

Authority to Leave

• If you choose to give the courier authority to leave your package unattended, Hornets Nest Custom Woodworks is not responsible for loss, theft, or damage after the item has been delivered.

Custom and Personalised Orders

• As each custom piece is made to order, shipping dates are estimates and may occasionally change due to timber availability, weather conditions, or the handcrafted nature of our work.
• We will keep you informed of any significant delays.

Incorrect Shipping Information

• Please ensure your shipping details are accurate when placing your order.
• Additional shipping charges may apply if an order needs to be redirected or resent due to incorrect information provided by the customer.

Contact Us

If you have any questions about shipping, custom freight arrangements, or delivery timeframes, please contact Hornets Nest Custom Woodworks. We are happy to help and ensure your handcrafted timber piece reaches you safely.

Returns & Lifetime Craftsmanship Warranty

At Hornets Nest Custom Woodworks, we take pride in creating handcrafted timber pieces built to last. Every product is carefully made using sustainably sourced Australian timber and backed by our commitment to quality craftsmanship.

Lifetime Craftsmanship & Manufacturing Warranty

We proudly offer a Lifetime Warranty on Craftsmanship and Manufacturing Defects.

If a product fails due to a fault in our workmanship or a manufacturing defect, we will, at our discretion:

• Repair the item;
• Replace the item; or
• Provide a suitable remedy.

This warranty applies to the original purchaser and covers defects that arise under normal household use.

What Is Not Covered

Our Lifetime Warranty does not cover damage caused by:

• Misuse, abuse, or neglect;
• Incorrect care or maintenance;
• Accidents or impact damage;
• Exposure to excessive heat, moisture, or direct sunlight;
• Water damage, warping, or cracking resulting from improper storage or environmental conditions;
• Use of harsh chemicals or cleaning products;
• Normal wear and tear, including minor scratches, dents, and the natural ageing of timber;
• Commercial use unless otherwise agreed in writing;
• Modifications, repairs, or alterations carried out by anyone other than Hornets Nest Custom Woodworks.

As timber is a natural material, variations in grain, colour, knots, and character are not considered defects and are part of the unique beauty of each handcrafted piece.

Custom & Personalised Orders

As our products are custom made and often personalised, we do not offer refunds or returns for:

• Change of mind;
• Incorrect measurements or specifications supplied by the customer;
• Personalised or engraved products once production has commenced.

Damaged or Incorrect Orders

If your order arrives damaged during shipping or you receive the wrong item, please contact us within 48 hours of delivery with photographs of the product and packaging. We will work with you to resolve the issue as quickly as possible.

Warranty Claims

To make a warranty claim, please provide:

• Proof of purchase;
• A description of the issue; and
• Clear photographs showing the defect.

Our team will assess the claim and advise the appropriate course of action.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

At Hornets Nest Custom Woodworks, we stand behind the quality of our work and are committed to crafting timber pieces that can be enjoyed for generations.