HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and reply as promptly as we can. Most messages are answered within 24 hours.
HOW LONG IS THE PROCESSING PERIOD?
Orders are processed within 5 to 10 business days after the day you place them. You will receive an email with tracking as soon as your parcel is dispatched.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Australian orders usually arrive within 7 to 14 business days of dispatch. International orders usually take 2 to 4 weeks of dispatch depending on the destination and customs.
DO YOU OFFER FREE SHIPPING?
Yes. Shipping is free on all Australian orders over $99 AUD. Orders under that are charged a flat rate shown at checkout before you pay.
DO YOU SHIP OUTSIDE AUSTRALIA?
We do. We ship worldwide. Any customs duties or import taxes charged by your destination country are the responsibility of the recipient.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Sometimes, but not always. Once an order is placed it can be packed and dispatched quickly. If you spot an error, email us as soon as possible with your name and order number and we will do everything we can to correct it before the parcel leaves.
WILL MY ORDER COME IN ONE PACKAGE?
Not always. Depending on the size of your order you may receive separate parcels that arrive a day or two apart.
WHAT IF AN ITEM IS OUT OF STOCK?
If any item in your order is out of stock we will email you with an expected restock date. If we do not expect it back within two weeks we will refund you for that item automatically.
HOW CAN I TRACK MY ORDER?
Use the Track Your Order link in the main menu and enter the tracking number from your dispatch email. If you need a hand, contact us and we will look it up for you.
WHY ISN’T MY TRACKING NUMBER WORKING?
Tracking can take 24 to 48 hours to start updating after a label is created. International tracking is also less detailed, because overseas postal systems do not always pass scans back to the carrier. If your order is domestic and tracking still has not moved after a few days, let us know so we can check it was dispatched correctly.
THE TRACKING SAYS DELIVERED BUT I HAVE NOT RECEIVED MY ORDER.
Please check with anyone else at the address and look for a card or a safe-drop location first. If it still has not turned up, contact Australia Post with your tracking number, then email us with your name and order number and we will help you follow it up.
I RECEIVED A DAMAGED ITEM. WHAT DO I DO?
We are sorry about that. Email us at fieldandfoldau@gmail.com with your name, order number and a photo of the damage and we will make it right.
WHAT DO I DO IF SOMETHING IS MISSING FROM MY ORDER?
Contact us straight away. We have a 30 day money-back guarantee from the day your order is delivered, so please get in touch within that window. Email us at fieldandfoldau@gmail.com or use the Contact Us page.
WHAT IS YOUR RETURNS POLICY?
You have 30 days from delivery to request a return. Items need to be unused and in their original packaging. Full details are on our Refund Policy page.
HOW DO I CARE FOR WAXED CANVAS?
Spot clean with cold water and a stiff brush. Do not machine wash, do not use detergent and do not put it anywhere near a dryer. When the wax wears back after a few years, re-wax it with a standard canvas wax bar and it is good for another stretch.
HOW DO I CARE FOR LEATHER?
Keep it dry where you can and let it dry naturally at room temperature if it does get wet. A light conditioner two or three times a year is plenty. Scratches and colour changes are normal and are what gives full-grain leather its character.
