FREQUENTLY ASKED QUESTIONS
CAN YOU CREATE MULTIPLES OF ONE ITEM?
We do not mass produce items, however are able to do small runs of one item. They will vary slightly in shape and size as each piece is handcrafted. Also the timber grain and colour will vary from piece to piece.
ARE YOUR PIECES MASS-PRODUCED?
No. Every TURNER + TURNER piece is designed and handcrafted in our studios in the south west of Western Australia and Melbourne.
WILL THE PRODUCTS I RECEIVE VARY FROM THE PICTURES SHOWN?
We do our upmost to showcase the colours, grains and natural imperfections of our pieces. The product that you receive, however, may differ slightly in colour from the one pictured on our website.
WILL MY PIECES HAVE NATURAL IMPERFECTIONS?
Yes. Our pieces are created from natural materials known to have imperfections. We believe they add character to our pieces and do not consider them to be faults. We do our upmost to showcase our pieces from varying angles and include multiple photographs of a single product so you can see its natural beauty.
RETURNS, REPAIRS, EXCHANGES AND SHIPPING
DO YOU DO RETURNS, REPAIRS OR EXCHANGES?
Please refer to our Refund and Cancellations policy.
WHEN WILL MY GOODS BE SHIPPED AND DO YOU SHIP INTERNATIONALLY?
Please refer to our Shipping policy.
DO YOU DO CUSTOM ORDERS?
We sure do! Please get in touch with us using our Contact Us form. Please provide a description of what you would like custom-made and your contact details. We will respond to you within 2-3 business days.
HOW SHOULD I CARE FOR MY TIMBER PRODUCTS?
We suggest using your timber pieces everyday, they are too beautiful not to! In order to maximise the longevity of your TURNER + TURNER timber products, we suggest never putting your pieces in the dishwasher, soaking them in water or allowing moisture to sit on their surfaces for long periods. Use a soft cloth to wipe each product’s surface clean and apply a coat of grape seed oil when your piece is looking dry. To do this, apply oil liberally over surface, allow it to sit for 5 minutes and then wipe off any excess oil.
WHAT TIMBERS DO YOU USE?
The majority of our timber pieces are created using Western Australian timbers and occassionally we use exotic woods.
IS YOUR TIMBER SUSTAINABLE?
Yes. Caring for the natural environment is extremely important to TURNER + TURNER. Our timber is sourced from carefully selected merchants who share our values.
HOW SHOULD I CARE FOR MY LEATHERGOODS?
To ensure you can maintain the appearance of your leather goods we recommend you follow a few simple practices:
- Store your leather goods in cloth care bags when not in use. Never store your leather goods in plastic bags as the leather will sweat.
- Store your leather goods in a place where air can circulate and are away from direct sunlight.
- Store your leather goods in a cool, dry place without any pressure being applied which could cause permanent indentations and deformations.
- Avoid overfilling your pieces as this may cause stretching and deformation in the leather.
- Avoid contact with greasy substances, cosmetics, perfume, as well as any material (magazines, other leathers, etc) that may transfer their coloured pigments onto your leather goods.
- Keep away from water and never use soap or solvents to clean leather.
- Do not scratch or rub your product against abrasive surfaces.
Like our skin, leather needs to be moisturized and protected on a regular basis. Regularly use a leather conditioner as this will assist in maintaining the supple nature of most leathers. Please note Leather conditioners cannot be used on suede and some specialty leathers. Water and stain protector is useful to use on smooth leathers, suede, nubuck, textiles, metallics and assists in maintaining the beauty of your product. We suggest patch testing first to ensure it is safe to use.
Depending on the leather your accessory is made from, the life and look is affected by how you care for it. We suggest
- THIN DELICATE LEATHER: has a higher maintenance requirement. It should be kept away from abrasive surfaces and weight bearing loads - this leather is not recommended for heavy/everyday use.
METALLIC LEATHER: should be kept away from abrasive surfaces as it can be scratched and due to the finish on the leather the colour may diminish over time or with excessive use - this leather is not recommended for heavy/everyday use.
- SUEDES OR NUBUCKS: we recommend a scotch guard spray to reduce soiling. This leather should not be rubbed against lighter coloured clothing - even when treated - as colour may transfer.
WHAT METAL IS THE HARDWARE ON YOUR LEATHERGOODS?
We use brass and nickle hardware sourced from the United States of America.
WHAT ZIPS DO YOU USE ON YOUR LEATHERGOODS?
We've done our research and believe RIRI zips compliment our products perfectly. RIRI was founded in 1936 and their zips are made in Mendrisio, Switzerland and Tirano, Italy.
WHERE ARE YOUR PAPER PRODUCTS MADE?
All of our paper pieces are hand drawn in our Melbourne studio
IS THE PAPER YOU USE SUSTAINABLY SOURCED?
Our envelopes are made from 100% Recycled Paper and our card stock is made using FSC certified paper.
IS THE CARD BLANK INSIDE?
Yes. All of our cards are blank inside.
DO YOUR CARDS COME WITH ENVELOPES?
Yes. All of our cards come with a Brown Kraft envelope.
DO YOU DO WHOLESALE?
We wholesale on a case by case basis. Please contact us via our Contact Us form with your an introduction to your business, website, instragram (if applicable) and items you'd be interested in selling. We will be in contact within 2-3 business days to let you know if it is possible.
HOW DO I REDEEM MY TURNER + TURNER E-GIFT CARD?
You can redeem your TURNER + TURNER E-Gift Card online, by entering your unique code at check out.
HOW LONG ARE TURNER + TURNER E-GIFT CARDS VALID FOR?
Our E-Gift Cards do not have an expiration date.
WHERE CAN I REDEEM MY E-GIFT CARD?
Our E-Gift Cards are redeemable online.
DO YOU SEND PHYSICAL E-GIFT CARDS?
No. A unique code will be emailed to you or a nominated recipient for them to use online.
WHO WILL THE E-GIFT CARD BE EMAILED TO?
When you purchase our E-Gift Cards you have a choice to email it to yourself or to a nominated email address.
CAN I WRITE A MESSAGE ON MY E-GIFT CARD?
Yes. You can write a message with up to 80 characters.
CAN I SET A SPECIFIC TIME TO SEND THE EMAIL TO THE RECIPIENT?
No. If you would like to send the email to the recipient at a later date you should select the Email to You delivery option at checkout. Then forward the email or .pdf at the desired time.
CAN I USE LESS THAN THE FULL VALUE OF MY E-GIFT CARD?
When using our E-Gift Card, the full value of the E-Gift Card is always applied. It isn’t possible to partially redeem an E-Gift Card unless the order total is less than the E-Gift Card balance.
CAN I USE MORE THAN ONE E-GIFT CARD ON AN ORDER?
Yes. You can apply multiple E-Gift Cards to an order.
CAN I SPLIT AN ORDER BETWEEN A E-GIFT CARD AND A CREDIT CARD?
Yes. If your order total exceeds the value remaining on your E-Gift Card, then you can pay the balance using standard payment methods.
IF I LOOSE MY UNIQUE CODE CAN YOU EMAIL IT TO ME AGAIN?
Yes. Please use our Contact Us form to ask us to email through your code again.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept payments via PAYPAL, Stripe and Apple Pay.
WHAT IS STRIPE?
Stripe is a quick and secure way to accept credit card and debit card payments online.
IS STRIPE SECURE?
Stripe exceeds the most stringent industry standards for security. Stripe has been audited by a PCI-certified auditor and is certified to PCI service provider level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, they make use of best-in-class security tools and practices to maintain a high level of security. Visit Stripe security to find out more.
IS APPLE PAY SECURE?
Apple pay protects your personal information, transaction data, credit, debit, and prepaid card information with industry-leading security. Apple pay is also designed to protect your personal information. Apple pay does not collect any transaction information that could be traced back to you. Payment transactions are between you, the merchant (or developer for payments made within apps and websites) and your bank. Visit Apple Support to find out more.
IS PAYPAL SECURE?
Yes. PAYPAL uses SSL technology to keep your information safe. In addition, when you send a payment using PAYPAL, the recipient won't receive sensitive financial information such as your credit card or bank account number. This way, you do not have to worry about paying people you do no know. Visit PAYPAL security to find out more.