FREQUENTLY ASKED QUESTIONS
BUYING
Are your prices in Australian Dollars (AUD)?
Yes, as we are based in Australia and you are buying from an Australian company, we charge you for your order in Australian dollars.
What payment types do you accept?
For the purchase of products on our website, we accept the following payment methods.
• Paypal
• AfterPay
• Visa
• Mastercard
Do your prices include GST and other taxes?
Yes, our prices include GST and other taxes. However if you are purchasing from outside of Australia, your item may be subject to customs charges and duties charged by the local government (at destination port). Once the parcel reaches its destination port, all duties must be paid by the recipient & Wilderness Wear is not responsible for and will not reimburse any of these charges.
Do you have Gift Vouchers?
Yes, we do. Please contact us at
web@wildernesswear.com.au and we can organise one for you.
ORDERS
Can I change my order details once I’ve placed it?
We’re really quick at packing your order, but if you have any issues, please contact us on +613 9416 7211 (before 3pm the next day when our courier collects our deliveries). If you do this, we may be able make changes to your order.
How long will it take to receive my order?
Orders are typically processed within one business day (by 3pm). We use Australia Post Standard Shipping and Australia Post Express shipping for majority of our orders. Australia Post Standard Shipping times are roughly 7-10 days. Australia Post Express Shipping is typically 1 – 6 days (depending on your location).
The item I’ve received is incorrect. What shall I do?
We want to sort out any issues with incorrect items straight away. Please contact us on +613 9416 7211 or web@wildernesswear.com.au with details of which item is wrong and your order number. We’ll organise the incorrect item to returned & the correct item to be sent out immediately.
I’m missing an item from my order, what should I do?
If an item is missing, please contact us on +613 9416 7211 with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.
What if I receive a faulty item in my order?
We want to sort out any issues with faulty items straight away. As soon as you discover a fault, please contact us on +613 9416 7211 with the order number, the faulty item’s name and number and a description of the fault. Alternatively, you can send the above information, along with some photos of the issue to web@wildernesswear.com.au and we will get back to you asap.
What if I’m not home for delivery?
For your security we are not able to change the address your order is being sent to, but if you’re not home when a delivery is attempted, please check at your local Post Office.
I’m not happy with my item, can I return or exchange it?
If you are having issues with your product or it doesn’t fit, please contact us on +613 9416 7211 or web@wildernesswear.com.au with details of your order number & the item you would like to return. We will then give you authorisation & details of our Reply Paid address where you can return the item (at a cost to you). Once we receive the item back, we will refund your account (minus a $14.95 postage charge) or send you an alternate item (also at a $14.95 cost to you).
SHIPPING
What is the cost of shipping?
Australia Post Standard Shipping (7-10 days):
* For orders under $99: A flat rate of $10 per order applies.
* For orders over $99: Enjoy free standard shipping on us!
Australia Post Express Shipping (1 – 6 days):
* For orders under $99: Upgrade to express delivery at a flat rate of $20.
* For orders over $99: Upgrade to express shipping for just $10.
Do you offer free shipping?
Yes, we offer free Australia Post Standard shipping on all orders over $99. Free Shipping on International orders does not apply.
Where does my order ship from?
We ship from our factory/warehouse located in Preston, Victoria, 3072. (Where our Australian made gear is also produced)!
Do you ship to a PO BOX?
Yes, we definitely ship to PO Boxes (excluding international orders).
How Can I Track My Order?
You can track your order through the information provided in your shipping confirmation. Shipping confirmations are sent out as soon as your item is dispatched.
RETURNS
Can I return items that I purchased at an independent retailer?
Unfortunately, we can only accept returns and process refunds for items purchased at www.wildernesswear.com.au. If you wish to return an item purchased through a retailer, please contact them directly to organise.
How do I return an item?
If you would like to return an item please contact us on +613 9416 7211 or web@wildernesswear.com.au with details of your order number & the item you would like to return. We will then give you details of our PO Box address where you can return the item (at a cost to you). Once we receive the item back, we will refund your account (minus shipping).
TECHNICAL
Is your Merino wool Australian?
Yes! Not only is our gear made right here in Melbourne, we also pride ourselves on sourcing only the best and most ethical wool the world has to offer. And this means getting our wool from local farms (in Tasmania).
PRODUCT CARE
How do I look after my socks?
Warm machine wash
Wash separately first wash
Wash dark colours separately
Wash and dry inside out
Do not bleach
Warm tumble dry
Dry without delay
My socks are wearing out, why?
Your shoes might not be a good match. You can spend serious money on the best high quality, high-tech socks, but shoes and boots can be sock destroyers. The wrong shoes will take months or years from the life of a sock. Like any great union, quality shoes, well-fitted and matched to the correct thickness and material of socks, is the key to getting years of wear out of your socks. Poorly fitting shoes (too loose or tight), poor quality shoes, hard (non flexible) shoes (with no padding) can rub and wear holes in even the highest quality Merino socks.
You might love to wear socks around the house, especially in winter (we certainly do). But, carpets and rough-textured tiles inside, or splintery flooring and abrasive concrete can easily snag or wear holes in socks over time.
For help matching the right shoe with the right sock please email us at web@wildernesswear.com.au or call us from 9-5pm Monday to Friday on 0394167255.
How do I store my merino clothing?
• Make sure your merino clothing is freshly washed before storing away. We recommend a warm or cool wash on wool cycle and dry your garments on the line (do not tumble dry).
• Fold your merino. Hanging merino for a long period of time can lead to the garment stretching and the formation of bumps along the shoulder where the hanger sits.
• Merino should always be stored with a moth deterent such as moth balls, bay leaves, black peppercorns, cedar, lavender and or patchouli.
• Store it away in breathable bags. Place your folded merino with a moth deterent into a bag for storage. Ideally use cotton or linen bags as these allow air to flow through naturally while plastic can cause garments to sweat in humid conditions. Storage bags should have proper closures such as a zip to stop moths getting in.
• Store in a cool, dry position to prevent moths and to stop the garment sweating or smelling in humid conditions.
