Frequently
Asked
Questions
General Ordering Questions
How long will my order take? What is the current lead time?
We have a current lead time of 2-4 weeks to make and dispatch your order.
How long does it take to ship my order?
We use Couriers Please, Aramex and DHL shipping providers. Average shipping times are 5-8 days to Australia. In peak times such as the Christmas period, expect longer shipping times.
Can you provide express delivery?
Yes, send us a message and we can arrange express postage for a small fee.
Do you provide the hardware to install my order?
Yes, we provide screws. We can also supply you with wall plugs and/or strong 3M double sided tape.
How do I install my order?
We have installation guides made for you. Look at the Support Page.
I’m having trouble installing my product. What do I do?
First check out our support page. You can also message us for help and advice. We can support you as much as we can, however if there are installation issues that are above your skill set, a qualified handyman could be your next call.
Floating Shelves Questions
Do my floating shelves come with the holes predrilled?
Yes, we rebate the rear of the shelf to hide the bracket and drill the holes.
How much weight will my shelf hold?
Our floating shelf brackets are made to carry heavy loads. As long as you are securing your bracket to a stud or brick, and follow the installation instructions below, they will carry up to 50kgs. If you have just wall plugs in plasterboard, the max load is around 20kgs.
Why is my floating shelf bracket sagging?
It’s important to secure your bracket to the wall firmly using all of the recommended screws. Also, make sure you follow the installation instructions in the Support Page carefully.
I would like my shelves to match my decor
Due to the nature of our timbers, we cannot guarantee colour matching. But we can at least try, so please get in contact and don’t forget to send us a pic of your decor.
My timber colour doesn’t look like the photos
Our timbers come in varying colours and tones. Our images are only representations, so please don’t be disappointed if you receive a shelf that is lighter or darker than the images.
Care for your products
How do I take care of my steel product?
All of our steel powder coated products are very durable and are able to withstand water to a certain degree. These products however are not intended to be used outside in the rain, but are fine under cover.
If your stand is scuffed or chipped, you can touch up the item with an oil based spray paint that matches the colour.
How do I take care of my timber product?
We use Osmo Polyx®-Oil on our products. It is stain-resistant, water repellent and abrasion-resistant and results in a surface that is pleasant to the touch. The dry finish is safe for humans, animals and plants (resistant to saliva and perspiration, suitable for children‘s toys).
Do not use regular household or harsh chemical detergents, as these are designed to dissolve grease and oil, and over time, will break down the Osmo finished surface.
For more information go to https://www.osmoaustralia.com.au/learn/resources
Returns and Exchanges
Do you do take exchanges or returns?
Sorry no. Our items are made to order, so please select carefully when you place your order.
What if my order is taking too long to arrive?
Please contact us as soon as possible. On the rare occasion one of our parcels has taken too long, it has eventually turned up. So just let us know if it’s been a while and we’ll investigate at our end.
My order has arrived damaged.
We take care when packaging our items, bubble wrapping and padding our items individually, and using strong, well taped boxes. On the rare occasion that a parcel is damaged in transit, the customer should provide photographic evidence of the box and the damaged product as soon as it is received. It is up to Welds and Wood to determine whether the damage is worthy of a replacement, or a full or partial refund.