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Help & Frequently Asked Questions (FAQs)

Welcome to Temple & Webster. We’re happy to have you here. Temple & Webster is committed to making your shopping experience an enjoyable one, from the moment you become a member through to the enjoyment of your purchases in your home.

Unsubscribe

Too many emails?
We understand email overload too, that’s why as a member you have the choice to receive a daily email or a once per week email or no email at all - it's entirely up to you. If an email every day is too much, we recommend switching to our weekly option. Switch to the weekly option. You can update your email newsletter subscriptions anytime by visiting the My Account section. If for some reason you’re sure you’d like to unsubscribe and you’re not able to log in or don’t wish to update your own settings we’ll do it for you - simply send us an email support@templeandwebster.com.au confirming your name and the email address you wish to unsubscribe.

Other ways to stay in touch
Check out our blog, like us on Facebook, follow us on Pinterest or Twitter.

Shipping & Delivery

How long will it take before I receive my order?
Delivery normally occurs within 2-4 weeks. Each product listing will include an estimated delivery time frame. Where possible we will provide a specific date range of the expected delivery window. From time to time the delivery of specific items will exceed our usual 2-4 week delivery window. In such cases the estimated delivery time frame will be clearly stated in the product listing details. Delivery times also vary depending on the products you’ve ordered and your delivery address.

Why does it take 2-4 weeks?
We’re a little different to a traditional online store. We only receive products from our suppliers after our sale events end and each supplier delivers to us at different times. This is how we’re able to bring you beautiful items for the home at great value member-only prices. We’ll let you know via email as soon as your order has shipped. This email will include information on the delivery method, delivery date estimate and a delivery tracking code (where applicable). Rest assured we do everything we can to deliver your purchases as quickly and reliably as we can.

I bought multiple items, will they be shipped together?
Wherever possible we’ll ship your items together. However, if you purchase products from different sale events we’ll ship them to you separately so you can enjoy them sooner.

How much does shipping and delivery cost?
Shipping and delivery costs vary depending on what you buy and where you live. Our aim is to provide you with the best value and most reliable shipping and delivery as possible. Due to the variable nature of the items available on our website, and of course the variable nature of what you may purchase, shipping and delivery charges are estimated for you during the checkout process. You'll see the shipping cost as part of the check out process before you have to pay for anything. Please note Temple & Webster does not try and make money from shipping charges and we're always working towards reducing shipping costs.

Do you deliver Australia-wide?
Yes, we deliver Australia-wide. In some cases we may not be able to deliver certain items to the door in regional or remote areas.

Can I have my items delivered to my workplace?
Yes, we can deliver items to your place of work. If you wish to have your order shipped to your work address, please specify your company name and be very specific about the address details such as unit numbers, or "level" where delivery is to a multi-storey office building. We do not take any responsibility for items that cannot be successfully delivered due to inaccessibility or work place policy that prevents deliveries.

Can I have my items delivered to a PO Box?
No, unfortunately we cannot deliver to PO Boxes.

Do you deliver internationally?
No, unfortunately we do not ship to addresses outside Australia at this time.

Returns

I want to return an item – how do I do that?
We're here to help, so if you change your mind or your order is not quite right for some reason, it can come back to us anytime within 30 days of receipt of your items. Once we receive your returned item, we'll give you a store credit or full refund of the purchase price (less the initial delivery charge), whichever you prefer.

To help us process your return as quickly as possible:
1. Please contact us via support@templeandwebster.com.au to let us know to expect your return (include your name, your order number and whether you'd prefer a refund or store credit).
2. Please label the parcel you send back to us as per below:

Temple & Webster
ATTN: Returns Processing
Your Name
Your Order No.
Unit B 13-21
Mandible Street
Alexandria NSW 2015

Returned items must be unused, in the condition you received them, and in the original packaging. You will be responsible for return shipping costs. Your refund will be processed and applied to your credit card or original method of payment as soon as possible. Depending on your credit card company, it may take up to an additional 10 business days after your credit is applied by Temple & Webster for it to be available as credit and for it appear on your credit card account statement. Alternatively, you may wish to choose Temple & Webster “Store Credit” instead of a refund. Temple & Webster store credit may be used for future purchases via the Temple & Webster website. Where store credit is chosen, Temple & Webster will send you an email as confirmation of the store credit having been applied to your account. The credit will appear in your Temple & Webster account, which is accessible by signing in to the website and accessing the My Account section. If an item is faulty, you may return it at any time. Returns to our corporate offices cannot be accepted.

Damages

My item is damaged, what do I do?
We're so sorry to hear that - it breaks our heart too! Please let us know straight away if something in your order is damaged. If we could trouble you to send a photograph of the damage to support@templeandwebster.com.au along with your name, your order number and whether you'd prefer a refund or store credit it will help us process your refund or store credit as soon as possible.

Back In Stock Notifications (Notify Me)

If a product you like is sold out, you can click the 'Notify Me' link and we will send you an email if it comes back in stock. We will only email you once. We cannot reserve items, so if you receive an email notification that something is back you'll need to be quick if you want to purchase before it sells out again.

Sign in / Log in

I'm having trouble signing in to the site?
Make sure you use the email address you supplied when you first registered with us. Make sure you type in your password correctly. If you're still having trouble, try clearing your temporary internet files ("cookies") and trying again. If you're still not able to sign in, try using "Forgot Your Password?" to request a new password. Once you receive your new password, please re-type it carefully from the email into the sign in form. After you're logged in you can go to the "My Account" section and change your password to something more to your liking.

Payments

What payment methods do you accept?
We accept payment by Visa, MasterCard, American Express and PayPal.
Interest free payment is available on orders over a set minimum. Please see Interest Free Financing for full details.
All prices displayed on our web site are in Australian dollars and include applicable taxes such as GST.
All payments are processed in Australian dollars.

How will purchases appear on my credit card statement?
Purchases will be listed on your credit card statement as “PAYPAL – *TEMPLWEBSTR 0123456789 AU”. There will be one line item for each time you complete a check out process. Individual items from your shopping bag will not be listed on your credit card statement.

Are my credit card details saved for next time?
No. We have no access to your bank details and we do not store your credit card details.

Safety and Security

How do I know my transactions are secure?
We understand that trust, safety and security are at the heart of a good online shopping experience. That’s why when you purchase from Temple & Webster the details of your transaction are passed through a secure server that uses the strongest level of encryption we can offer (256-bit SSL). Please note however, that some older web browsers are not able to support 256-bit SSL encryption and we encourage you to ensure your own browser and security software is always up to date.

Contacting us

I want to deal with a real person – how do I get in touch?
At Temple & Webster you’re always dealing with real people.
The best way to contact us is via our Customer Care team.
To find out more about the real people behind the Temple & Webster experience, please refer to About us.
To find out more about our business, please refer to our Terms and Conditions of Use.


Last updated: 22 October 2014
PayPal Free Return Shipping
    • Convenient
    • Change your mind?
      30 day returns
      Delivery to your door
      via Aus Post or courier
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      on orders over $1,000
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