Customer Care FAQs

Can't Find Your Answer Below?

We're a small, friendly team and always happy to help. Get in touch via our chat (bottom right of your screen) and we'll get back to you as soon as we can.

Orders & Shipping

We aim to ship all orders within 1-2 business days. More info about our Shipping & Delivery →

Please visit our Shipping & Delivery page for postage costs, timeframes and delivery methods.

If both orders will ship together and your first order hasn't left our warehouse yet, use code COMBINE at checkout. Our team will be in touch if your order doesn't qualify. More info about our Shipping & Delivery →

Discounts & Payments

Layby lets you secure stock with a 20% deposit, with the remainder payable over 4 months. Your order ships once fully paid. Layby Page →

Discount codes may have limitations or exclusions:

  • Generally tied to your email address and can only be used once
  • Cannot be combined with other codes, discounts, sale items or promos
  • Cannot be used with Laybys
  • Some brands are excluded, including Stapelstein and Grimm's

Returns & Product Care

If you need to return an item for any reason, our 30-Day Easy Returns Policy has you covered:

  • Any reason
  • Fast refunds
  • Up to 30 days from the date we shipped your order
  • Item must be unopened and in original packaging
  • Sale, clearance, seconds and Layby items are excluded

You can return any eligible product as long as it's unopened, in original packaging and within 30 days of shipment. Once received, if it meets policy we'll issue a full refund of the purchase price (excluding original shipping costs).

Postal address for returns:
Oskar's Wooden Ark
Easy Returns
3/18 Carsten Road
Gepps Cross SA 5094

Please include with your return:

  • Your name
  • Your order number
  • Date of your order
  • Details of the item(s) you're returning
  • Reason for your return

A few things to know:

  • Postage is the customer's responsibility - we recommend a trackable service, as we can't take responsibility for returns lost in transit
  • Refunds go to your original payment method
  • If an item was originally sent under a Free Freight offer and the return would invalidate that offer, the refund will be reduced by the freight amount that would otherwise have applied
  • We reserve the right to use reasonable discretion when assessing returns
  • Please allow up to 5 working days once your item arrives at our warehouse for processing

Our products are handcrafted from natural materials - designed, cut, sanded, sewn, painted and decorated by skilled craftspeople, so no two are exactly alike.

Slight variations in colour, size, wood grain and unique markings are proof of natural origins, not defects - if you're one of the lucky ones to receive unique markings, enjoy the diversity!

Our warehouse team works hard to minimise errors, but mistakes do happen. If an item is missing, different from what you ordered, damaged, or seems faulty, please check your order carefully on arrival and report any discrepancies within 7 days -  be in touch and we'll work together to resolve it. All purchases are covered by ACCC guidelines around warranties and returns.

Accounts & Wholesale

We are the Australian Distributors and Wholesalers for a number of brands you see at Oskar's Wooden Ark. Visit Wooden Playroom, our Distribution Division →

For approved accounts, we offer Education Pricing and can work with quotes, purchase orders, tax invoices and account payment terms. More details and to apply →

Yes, we offer a Home School discount. Find out more and apply →

Yes - we work with both Self-Managed Plans and Plan Providers. Read our NDIS Ordering Guide, then contact our Team to discuss your situation and requirements.

Packaging, Feedback & Reviews

We've put a lot of thought into our packaging, including how the life of your box can be extended. Any packaging material you receive may already have been used once, most likely in transit to our warehouse - for any NEW packaging we use (boxes, tape, paper) we aim for FSC-certified and 100% recycled. Our goal is for your products to arrive safely while keeping waste and our carbon footprint to a minimum.

We love hearing from you, and every review helps! As thanks, we give away a $100 Gift Card every month to one lucky customer who leaves a review or shares a snap of their Oskar's Wooden Ark goodies on social media. Winners are announced in our Facebook Group, The Wooden Ark Family.