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Thank You for submitting your information, Ken or Mariah will respond to you within the next 24 Hours for a shown Design. Custom Designs or extra customisations will take longer. We offer you a Free single Draft so that you can see what your Key will look like and know the cost involved. If you require changes to this draft these will be done after payment of a $200 Deposit which then locks in your position in our often Booked Out schedule. One Photo Preparation of $10 is allowed, if the Photo is changed a fee of $10 will be added for each change.
PLEASE READ THE BELOW — this will answer 90% of any future questions.
When you order a WoodenWares Key, you see exactly what you’re buying before anything is cut — no bad surprises, no regrets, and no receiving something you didn’t ask for or visualise. Please see an example Draft attached for understanding.
Drafts:
If additional drafts are required, a $200 deposit will be requested. This deposit is not an extra cost and is deducted from your final Key price while securing your place in our production queue. We create Drafts between Mon – Fri not on Weekends or Public Holidays.
Late deposits (within 4 working days of the required date, excluding weekends) may incur extra charges if overtime or weekend work is necessary. Any drafts beyond the 4 free drafts are $5 per draft, regardless of the requested change. This draft has been supplied as part of a complimentary quote and remains the exclusive property of WoodenWares. It must not be shared, reproduced, or used by others for manufacturing. Any breach of our copyright terms may result in the full cost of the key being payable. You can purchase the rights to use the Design.
SMS/Email Notification:
An SMS and email containing your Draft will be sent to the email address provided with your order.
If you can’t find the email, Check your SPAM / Junk folder. Make sure you’re checking the same email address used for the order. If it’s still not there, the SMS also includes a link to view the sent email.
If you’re unable to access your Draft, please phone or email us ASAP. Delays can result in us becoming booked out, and we may be unable to proceed with your order without additional costs. Please note: SMS messages are notification-only and cannot be replied to.
Cost of Key:
On the right-hand side of your draft, you’ll see a clear cost breakdown, including any delivery charges (if required). Please note this breakdown may change from draft to draft, depending on the adjustments requested.
We do not charge extreme modification fees. For example, if a change takes around 1 hour, the additional charge is typically $10, not $50+ like many others charge. So in fairness to our team, please don’t contest these small adjustments—especially as we work well below standard minimum hourly rates.
Every WoodenWares Key is fully personalised and custom-made. Each change requested creates additional work, not only in design but also for Monaliza and Carl in the workshop, who physically bring the Key to life.
Photo Preparation Policy:
One photo preparation is $10. If the photo is changed, an additional $10 fee applies per photo change.
Some photos can take up to an hour to prepare and perfect. This process may include removing unwanted items, blurring backgrounds, and enhancing the image using professional software and AI to best portray the person involved.
As photos are highly personal, once a Key is approved and dispatched, any request to change the photo will incur a $25 fee. This covers re-creation of the Key and express postage.
Last Minute Orders:
If the Key deposit is paid late, or within 4 working days of the required completion date, a Rush Order Fee of up to $100 may be added to the total cost. This fee covers staff overtime when we are booked out or when weekend work is required, as our standard working week is Monday to Friday.
*4-Day Turnaround with No Extra Cost:
All WoodenWares Keys are completed within 4 working green days, Monday to Friday and excluding public holidays, at no extra cost (subject to booked-out dates). Once your deposit is paid, your Key enters production with a standard 4-day turnaround unless you’ve chosen a 1–3 day express build.
Payment:
Once you approve the draft, we’ll send you a secure payment link. A $200 deposit kick-starts production, with your Key started immediately. In most cases, your Key will be completed within 4 working days (Monday–Friday) — even if it’s not needed for a month or two — giving you peace of mind that it’s finished well ahead of time.
After the deposit, you can choose to pay the remaining balance in one payment or split it into multiple payments.
Pickup or delivery can be arranged at any stage, as your completed Key will remain safely stored in our Showroom until you’re ready.
Please note: we do not have card facilities in the Showroom, so Cash or PayID is preferred for in-person payments.
When to Pay the Deposit:
Please don’t leave paying your deposit until the final week (or weeks) before you need your Key. There is a high chance we may already be booked out, and we may be unable to accept further orders without additional costs.
We often see availability change overnight — for example, we may have several days available one day, then be completely booked out the next, due to multiple quotes being accepted at the last minute after months of consideration.
Paying your deposit early secures your place in our schedule and avoids unnecessary stress or rush fees.
Delivery Timeframes & Final Payment:
Please allow 1–4 business days within Australia (depending on your location), or 10–14 days for overseas deliveries.
We aim to get your Key to you well ahead of schedule — even weeks before it’s needed — as this helps avoid delays and removes unnecessary stress for both you and our team.
The final payment must be completed before our 1:00 pm cut-off for same-day dispatch. Payments received after this time will be sent the next business day.
Please note, courier delivery times are outside of our control, and delays can occur. Public holidays are often overlooked and may cause further delays to both manufacturing and delivery timeframes.
Specialised Colours:
WoodenWares has developed over 200 world-exclusive colours. These are highly specialised, custom-blended colours, often created by combining one or two base colours (for example, Blue + Red).
Please note that colours will appear differently on different devices depending on screen settings and brightness. Even standard colours such as Red, Blue, Green, and Yellow contain many shades. For example, Red mixed with Yellow may appear more orange.
Once a Key is completed, colours cannot be changed.
Some emblems or club logos may use colours that are not available to us, including registered or copyrighted colours (for example, specific corporate blues). If a colour cannot be matched exactly, this is outside of our control. We always aim to get as close as possible.
If you have any concerns about your selected colours, you may request a colour sample, which can be mailed to you after the Deposit has been completed. Please allow 1–3 days for this to arrive, noting this will extend the overall completion time of your Key. Alternatively, you can request a sample one day in advance and view it in person at our Showroom.
Colour names used are the base colours from which the final blend is developed. For example, a Red-based colour blended with Yellow may quickly shift toward Orange as the blend develops.
Patterns:
While a pattern may be linked to a specific culture, similar shapes can also appear across other cultures. We reference official cultural resources and also research online; however, internet sources can sometimes be inaccurate or interpreted differently by the people the pattern belongs to. For this reason, we ask that you carefully review your draft and confirm the patterns, shapes, and overall design are correct in your eyes before production begins.
Please note: once your Key has been started, patterns, shapes, and colours cannot be changed.
Appointments & Phone Consultations:
If you have a scheduled appointment, we allow a short grace period for late arrival before marking it as a no-show. If you’re running late or caught in traffic, please call or email us as soon as possible so we can extend your appointment where possible.
If more than 30 minutes has passed without contact, we may have already closed and gone home, especially on days with no further appointments.
A phone consultation requires you to call us directly at the booked time. We will do our absolute best to be available to answer your call and any questions you may have. Please note that voicemail messages may be missed, as they are not checked daily.
Our Waiting List:
You request a Free Quote
We design a custom 3D coloured draft just for you and send it through. From the moment the draft is sent, you’ve got 7 days to review it, tweak it, and decide if you want to lock it in with a deposit. The draft moves to our Waiting List if no communication or the 7 days pass but isn’t visible to others for another 7 days. This simply means it’s not in active production and no build time is reserved yet.
Why we do this, Keeps things fair for customers who are ready to proceed. Prevents designs sitting idle while others wait
Want the draft removed entirely? There’s a $25 removal fee if you’d like it taken off the public Waiting List. This helps cover the real design time that went into creating it since its no longer going to be made.
Pickup:
You can pick up your Key from our Workshop/Showroom 6 days a week (Monday–Saturday).
Please book an appointment via our website and select your preferred day and time for collection.
We operate by appointment only. Some days we begin work as early as 1:00 am to manage rush orders, and if there are no appointments scheduled, we may close early to rest and reset.
Booking an appointment ensures we’re available and your pickup is smooth and stress-free.
Refunds and Discounts:
We do not offer refunds, as every Key is a specialised, fully customised product made specifically to your order and cannot be resold or reused. Our full refund policy is also outlined on our website.
If the remaining balance is not paid within 6 weeks of the deposit, the agreement to create a personalised product is forfeited. In this situation, the completed Key may be listed on our website and social media platforms as an unpaid order.
This policy is not something we enjoy enforcing. Each Key represents a significant amount of time, materials, and hands-on work by our family-run team. Once an order is approved and created, a change of mind or unforeseen circumstances does not recover the costs already invested by us.
Contacts and Changes:
We prefer email for all communication and change requests, as it provides a clear written record that protects both you and us, and allows everyone to review details accurately.
Messages left via voicemail, SMS, WhatsApp, or Messenger may go unnoticed for several days, especially during extremely busy periods. Ken and Mariah don’t see these which adds to the delays. In many cases, Keys may already be completed by the time these messages are seen. For this reason, email is the best and fastest way to ensure any changes or questions are received and actioned correctly. While we do try and answer the mobile, somedays because of Rush and Urgent orders we are unable to reply or respond. In these cases email will get you the fastest reply.
Notifications – Progress:
Please respond as soon as possible with any changes, or confirm APPROVED so we can begin cutting.
We do our best to complete your order within the assigned 4 working green days (Monday–Friday), even during booked-out periods. Delays in responding — such as waiting several days or a week — may result in your order being pushed back in the queue, and in some cases it may not be possible to proceed without additional costs.
We appreciate your understanding that we are a small family team and, like everyone, we also need time outside of work hours.
Notifications – Approval:
Once your Key is approved, an SMS and email with the final draft will be sent to confirm that your Key has progressed to the workshop. From this point, no further changes can be made. As the Key is usually cut within a few hours of approval, any late change requests may incur additional costs or may not be possible.
Notifications – Completion:
Once your Key has been completed, an SMS and email will be sent to notify you that your Key is finished.
Please refer to the information above regarding pickup or delivery arrangements.
* We strongly believe our philosophy of unreserved passion and commitment to creating the Best we can, will result in absolute customer Satisfaction.
