Frequently Asked Questions
How long does shipping take?
Each Timber Tale piece is carefully prepared and packed before shipment.
Because some products are handcrafted and demand can occasionally be high, delivery may take between 1–4 weeks depending on your location and seasonal order volume.
Once your order has been shipped, you will receive tracking information by email.
Where do you ship from?
Our products are shipped from our fulfilment partners in Hong Kong or the UK.
Do you ship worldwide?
Yes — we ship internationally to most countries worldwide.
How can I contact Timber Tale?
If you have any questions, we are always happy to help.
📩 Email us anytime at:
Timber.Tale.craft@gmail.com
We aim to respond to all enquiries within 24–48 business hours.
Can I change or cancel my order?
We begin processing orders quickly to ensure fast dispatch.
If you need to make changes or cancel your order, please contact us within 12 hours of placing it. After this time, your order may already be in production or shipment preparation.
If your order has already been shipped, you may still contact us regarding a return once it arrives.
When will my order be processed?
Orders are processed Monday to Friday.
Please allow 1–3 business days for processing before shipment. During holidays, launches, or busy seasonal periods, processing times may be slightly longer.
How can I track my order?
Once your order has been shipped, you will receive a confirmation email with tracking details so you can follow your package during transit.
If you have not received tracking information within a few days after ordering, please contact us.
What if my package is delayed?
International shipping can occasionally experience delays caused by customs, local postal services, weather conditions, or high seasonal demand.
If your order appears delayed, please contact us before worrying — we will always do our best to help locate and resolve the issue.
What if I never receive my order?
If your order does not arrive within 30 days after shipment, please contact us and we will review the case carefully.
If the package is confirmed lost in transit, you may be eligible for a replacement or refund.
Will I need to pay customs fees or import taxes?
Depending on your country, customs duties or import taxes may apply once the package arrives.
These charges are determined by your local customs authority and are the responsibility of the customer.
Unfortunately, Timber Tale does not control or cover customs-related charges or delays.
What payment methods do you accept?
We accept:
- Visa
- Mastercard
- American Express
- PayPal
- Major secure online payment methods
All payments are processed securely.
Are payments on your website secure?
Yes. Your payment information is encrypted and securely processed through trusted payment providers. We do not store your card details.
What if my item arrives damaged, incorrect, or defective?
We sincerely apologise if this happens.
Please contact us within 7 days of receiving your order and include:
- Your order number
- Photos of the item
- Photos of the packaging (if possible)
We will review the issue and work quickly toward a replacement or resolution.
How do returns work?
If you would like to request a return, please contact us at:
We will guide you through the return process and provide the necessary instructions.
When will I receive my refund?
Approved refunds are returned to your original payment method.
Depending on your bank or card provider, refunds typically appear within 7–10 business days after processing.
If your refund has not appeared after this period, we recommend contacting your bank or card provider directly.
Why does Timber Tale exist?
Timber Tale was created to turn emotion, memory, comfort, and meaning into physical objects that quietly stay with people over time.
Our products are not designed to be just decorations.
They are small symbolic stories made to carry warmth, feeling, and personal meaning into everyday spaces.