SIZE and FIT
How will the clothes fit?
The clothes are designed with a slim fit. If you are tossing up between two sizes, we suggest going up one size.
How do I find my size?
There are detailed size charts available for every item. These can be found on each product page under the “Size and Fit” dropdown tool and below the “select size” thumbnail. A good idea is to order two sizes and return the size you don’t need within 100 days and unworn. If you have any questions about sizing we encourage you to contact billy@woodyroo.com
Is the sizing consistent?
We keep all our shirt and chino fits the same so if you own WoodyRoo shirt or pants then re-order the same size. We have only made small tweaks to our shirts and chinos since the original collection in 2012 only to improve the fit. We know that when shopping online you want consistency on size and fit and this is what we strive for. Please utilise the detailed size charts that are available for each item. If you order the wrong size, we have a full money back returns policy within 100 days of purchase if the clothes are unworn.
Can I ask any questions I have with sizing?
WoodyRoo encourages you to contact us to discuss sizing and the fit of the clothes. Please email billy@woodyroo.com your questions and these will be answered promptly. We want to make sure that the clothes fit you perfectly.
Why if my size not available?
If you are unable to select your size when processing your purchase it is because the item is currently out of stock. Our product is made in Sydney so we have quick turn around times on new stock. Please feel free to email us to get specific response about the expected timeframe your size will be in stock.
PURCHASING
Where is WoodyRoo for sale?
The WoodyRoo collection is available exclusively online at www.woodyroo.com
Is the whole collection available for purchase online?
Exclusive releases are sold first at the WoodyRoo Paddington Markets stall. This is where we release new pieces which may later be featured on the website.
How long is the current stock expected to stay up on the website?
The pieces that are features on the website is expected to remain available while stock lasts.
How do I apply promo/ discount codes?
You will need to be a part of the WoodyRoo mailing list. When you sign up you will be sent a discount code to enter when checking out your purchase. If you have any questions with this please let us know at billy@woodyroo.com
Is my satisfaction guaranteed?
Yes! If you are not completely happy with your purchase whether this be size and fit or any other reason please contact us and we will around a return and a full refund.
Is GST included in the prices?
Yes, GST is included for each price. The documented price at within the online store is GST inclusive.
SHIPPING and DELIVERY
Will I be charged for shipping?
Free shipping is offered for all Australian orders. If you require express shipping within Australia there will be a charge. International orders incur a shipping cost which can be viewed when checking out.
When will my order be shipped?
Orders are processed within the next business day of your order being received. Orders placed on the weekend will be sent on Monday. All orders are packaged and dispatched in house from our Sydney studio. Standard shipping within Australia to most major city centres is 3-4 days from time of placing your order. If you require faster delivery, please select “express shipping”.
Packaging / How will my purchase be shipped?
WoodyRoo packaging is plastic free! Your WoodyRoo purchase will be wrapped in white tissue paper and a beautiful black cardboard box (both recyclable). The order is shipped in a fully compostable satchel. If you are unhappy with the condition that the clothing arrives to you please contact billy@woodyroo.com and we will be in touch promptly.
How can I track my order?
Shortly after your parcel is shipped, you will be provided with tracking details including a link to click through to monitor the status and expected delivery date. You also may receive a text message with the status of your order and tracking details. Please notify us in the comments sections when checking out if you do not wish to receive text message notifications. Please feel free to contact us at billy@woodyroo.com to confirm the status of your order or if you have any queries or need clarification about your order.
Australian Shipping
Standard Shipping – AusPost Delivery (includes tracking)
Select “Standard Shipping” when choosing shipping method at checkout. WoodyRoo offers FREE STANDARD SHIPPING on all Australian orders (where Australia is the destination country). Standard shipping to most major city centres is approx. 3-4 business days from time of placing your order. For orders being delivered outside of major city centres please expect it to be a little faster 4-5 business days. WoodyRoo will provide you with details to track your order.
Express Shipping – AusPost Delivery (includes tracking)
Select “Express Shipping” when choosing shipping method at checkout. The cost of Express shipping will be displayed at checkout. AusPost will deliver your express parcel within 1-2 business days from your order being shipped. WoodyRoo will provide you with details to track your express order. This service covers over 80% of Australian addresses, including business, private and Post Office boxes. You can check with the AusPost website if your postcode is included in the Express Post Network here: https://auspost.com.au/sending/send-within-australia/delivery-speeds-and-coverage#express-postcodes
Can I change my order after I’ve placed it?
Absolutely. Just as long as we haven’t sent your purchase already. We try to send your order as quickly as possible so get in touch with us as soon as you are able. It’s best to call us on 0418 677 871 or email us at billy@woodyroo.com to notify us of the change.
Why hasn’t my order been confirmed?
Just make sure you have completed your purchase and checked out. You will receive an order number on the last page once you have completed your purchase. If you have your order number, you might also want to check your junk/ spam folder. If there has been a glitch with the sending of the confirmation email it may have been undeliverable. Please contact WoodyRoo at billy@woodyroo.com and we will confirm the status of your order and if payment has been processed.
International Shipping
WoodyRoo ships worldwide. All orders are packaged and dispatched in house from our headquarters in Sydney, Australia and delivery times may vary depending on the destination and chosen shipping method. The cost of shipping Internationally is determined by your location and this is outlined when selecting your “shipping method” when checking out. Please contact us if you wish to clarify the expected delivery timeframes. All International orders are shipped via AusPost and shipping timeframes/ guidelines are provided by them. Delays in receiving your parcel are more likely in times with higher volumes including festive seasons. If you/ nobody is home to take delivery of your package, the local postal guidelines will apply. If you have any questions about shipping to your location, please contact us at billy@woodyroo.com to confirm that we are able to ship to you.
Will I have to pay taxes and duties on my purchase?
If you are ordering from within Australia you will not be charges additional taxes and duties. GST is included in all prices. International taxes may apply depending on your country your order is being shipped to. Applicable taxes will be calculated based on the value of your purchase. This will also be dependent on the tax-free threshold of the destination of your purchase.Please contact your local customs office for details of taxes applicable for your order. You will need to make payment of these taxes (if applicable) to receive your purchase.
Will I have to wait for my item to be cleared by Customs?
It needs to be advised that Customs within each country of delivery may hold packages to complete randomised processes. The Customs regulations are independent of each destination country and clearances are determined by these.
What can I do if I have changed my email address?
Please email us at billy@woodyroo.com so that your details can be amended. Please provide us with your old and new email address and this will be updated and you will be advised via email of when completed.
RETURNS, REFUNDS and EXCHANGES
Want to return, refund or exchange?
No worries…. We are happy to exchange the item or refund your money if the item is:
- Returned within 30 days of receiving your purchase.
- The item is unworn and unwashed
- The item is in its original condition at the time of dispatch in the original packaging in the original condition.
Please address returns to:
WoodyRoo
PO Box 1307
Cronulla, NSW 2230
0418 677 871
Who pays for shipping of exchanges/ returns?
If exchanging, WoodyRoo will provide you with a return satchel and cover the cost of returning the original item back to us. WoodyRoo will cover the cost of shipping and provide you with a return satchel free of charge if your item needs to be returned due to a manufacturing fault or wrong item. If you require to return the item for a refund then you will be responsible for postage costs to ship the item/s back to us. We recommend that you use a postage service that has tracking details and insures the value of the goods as we are unable to accept responsibility for items when in transit to us. WoodyRoo will then ship the requested item back to you without charge. If an additional exchange is required on the same order then postage charges may apply when WoodyRoo posts back again to you. WoodyRoo will advise on the cost of the postage which will be dependent on the item and quantity that is being sent back to you.
How do I return something?
It’s easy!! All you need to do is:
- Contact WoodyRoo (billy@woodyroo.com) to advise that you wish to return, refund or exchange an item/s.
- If your item is damaged or faulty, please contact us within 7 days so that we can note this when receiving the item for inspection to ensure that this does not occur again.
- You will need to return the item in the WoodyRoo packaging that your item was sent in.
- Please take care when returning the item and repack this as similar to as it was received. Make sure the WoodyRoo box is not marked, taped or labelled when it is returned.
- Please go to your local post office and mail your return to:
WoodyRoo
PO Box 1307
Cronulla, NSW 2230
0418 677 871
- Please keep relevant tracking information so we can keep track of the return in case we have difficulty locating this.
- You will receive a confirmation email when your item has been received back to us to coordinate the exchange or refund.
- Your money will then be refunded by the same method that you paid. For example, if you paid by credit card the amount will be returned to your credit card and via PayPal etc.
- Please contact us immediately if you feel this process is not being completed in a timely manner.
Please note: WoodyRoo reserves the right to decline a return if the item is received in a condition different to that which was sent by WoodyRoo (which was not previously identified) or is outside of the returns timeframes the and is to be deemed under WoodyRoo’s discretion.
Damaged items?
WoodyRoo takes pride in the quality of our fabrics and utilises the highest manufacturing standards. If your item is damaged or faulty upon receiving it or if you are not satisfied with its quality, this means we have failed to meet our very high standards of production and customer satisfaction that we strive for. Please contact us within 7 days or throughout the life of the garment to notify of this. We encourage you to let us know if an item is damaged or faulty or you are not happy with the quality, so we can address this so that it does not occur again. WoodyRoo may ask you to send photographs of the item with the area of concern prior to you returning it so we can look out for it upon its return.
MANUFACTURING
Where does WoodyRoo manufacture our clothing?
Since launching in 2012, we’ve remained loyal to local manufacturing with 100% of our production being completed in Sydney. We do this to achieve our goal of creating the best quality clothes we are capable of. Our shirts are made by a specialist shirt maker with a small team in a factory Sydney’s CBD. Our shirt maker specialises in bespoke, tailor made shirts and we are lucky to have him produce our production. Our chinos are made at a denim factory in western Sydney and have made our chinos since the first collection in 2012.
When is the next WoodyRoo collection coming out?
WoodyRoo releases new pieces frequently throughout the year so you don’t have to wait months for new pieces.
GARMENT CARE
Can I dry clean my WoodyRoo clothes?
Please follow the instructions on the care instructions label of your WoodyRoo garments. Also, care instructions are available on the item pages on the website. It is recommended that the wool garments are dry cleaned only.