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FAQs

GENERAL

Do you have a retail store?

No, we do not have a retail store but we do have fantastic stockists across Australia - and if there isn’t one near you, let us know and we will see what we can do! Stockists - The Grampians Goods Co.

Our online store is open 24/7 for your convenience and we are on hand (maybe not 24/7!) to answer any questions. We have free standard shipping Australia-wide on orders over $99 - see the DELIVERY section below for full details.

Why sign up to our e-newsletter?

Register Now for our e-newsletter and be the first to hear about sale events, special offers, new product releases and 10% off your first order.

What else do you offer?

Love GGCo. and want to visit the Grampians region?  Come and stay at Salt Creek Cottage, you’ll be glad you did!



OUR POLICIES



PAYMENT & PURCHASING

What payment methods can I use?

We accept all major debit and credit cards, Paypal and Afterpay.

Is it safe to make credit card payments on your website?

The GGCo. website uses SSL Encryption and all payments are processed by the eWay Payment Gateway which is tier one PCI DSS compliant. This means Eway adheres to the highest security standards set by Visa and MasterCard. EWAY guarantees that customer and credit card data is secured by military–grade software and encrypted by Ingrian devices to offer the highest level of protection possible.

Can I buy gift cards online?

Yes, you can buy gift cards online at The Grampians Goods Co. Gift cards purchased onlnine are able to be used online only with GGCo, not our stockists.

How do I know what product or garment size I need?

Please refer to individual products for sizing.

Can I use more than on promotional code per order?

Unfortunately we can only accept one promotional code per order.

Can i send my order as a gift?

Yes, we can send your order as a gift. Please ensure to include this information when you are checking out. We have a range of pre-made gift boxes and care kits available or you can choose your own product selection to send as a gift. These are sent in our lovely GGCo boxes and a card can be included.

Am I able to add or delete items from my order once I have completed the order?

Unfortunately, you're unable to add or delete items from your order. However, you can create a new order. Please use the contact us form or email customercarehello@grampiansgoodsco.com.au as soon as possible to discuss the changes to your order with us.

Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

What should I do if my credit card has been declined?

If your credit card has been declined, it's best to talk to your local bank.

Do I need an account to place an order?

No, you don't need an account to place an online order. Our wholesale stockists do require an account.

I am a wholesale stockist ~ what can I do if I forget my password?

If you've forgotten your password, please go to LOGIN and click 'Forgot your password'.

How do I get help?

If you have any questions about something you read here, or need help shopping online with us, please use the contact us form Contact - The Grampians Goods Co.



DELIVERY

Shipping & Returns Details

For general Ordering & Shipping informaiton - Please see SHIPPING. For Returns informaiton please see RETURNS information.

What do I do if I have a problem?

GGCo. is committed to the excellence of our products and providing superior customer service. Our customer service team is available to help you with any queries after your purchase. Most issues are resolved within 48 business hours.

Contact us at customercare@grampiansgoodsco.com.au if you require any assistance with your product after purchase.

Customer service

For all customer service enquiries, please email us at customercare@grampiansgoodsco.com.au



PRODUCTS AND SERVICES

The item I want is out of stock, what do I do now?

If the item you are after is out of stock you are able to register to be notified when that item is back in stock. Alternatively, you can contact us at customercare@grampiansgoodsco.com.au We will get back to you promptly with an estimated In Stock Date and you can then decide to pre-order if you wish!

Where are GGCo. products made?

We champion local Grampians and Australian products and use as our key ingredients. Other products ar emade by businesses with association to the Grampians region and/or nature or natural fibres. Our candles and body care range formulations are all made and filled in Australia.

Where can I veiw ingredients?

Each product's ingredient list can be found on the product page under the Botanicals and Ingredients drop-down options.

Are GGCo bottles and candles recyclable?

GGCo bottles are currently made from PETG and, although technically recyclable with specialist recycling services most councils within Australia don’t yet offer collection of this plastic. We do however suggest that you can repurpose and reuse your bottles and glass candle jars ~ be creative!

Do you have refills available?

At this stage, we only have refills available in bulk quantities for our GuestHouse partners. Refills for our online customers is something we are looking into and we will notify you as this progresses.

Is any of the GGCo packaging recyclable or compostable?

We ship your order with reusable and recyclable cardboard boxes and paper packaging for cushioning.

Are GGCo. products vegan friendly?

Yes, our clean-formulations are vegan and cruelty-free. Our products are not tested on animals, are free from Parabens, PEGS and contain no animal by-products and can be considered as vegan friendly.

How long will a GGCo. candle burn for?

In ideal conditions, our large candles burn for up to 60 hours, and our travel tin candles burn for up to 20 hours.

Please note that burn times do vary based on a variety of factors. These include length of each continuous burn time, candle placement and external factors and the age of the candle. To get the most out of your candles we always advise that you follow the burning instructions enclosed with your candle.

GGCo candles are hand poured using eco-friendly soy waxes and infused with bespoke pure essential oil blends, our collection is for people who seek sophisticated and luxe aroma:

  • Our candles have the actual smell of their respective essential oil blend
  • Won't taint your home with generic fragrances that resemble a cheap cologne
  • A natural alternative to the infamous toxic candles, full of formaldehyde
  • No lead or zinc in our pure cotton wicks
Do I need to trim my candle wicks?

Yes. As the wax level drops, the wicks effectively become longer so we advise that you trim the wicks to 7mm and ensure they're upright prior to each new burn.

Why are some candle fragrances stronger than others?

An aromatherapy candle should complement the scents of your environment and elevate your senses. But this can be impacted by your mood, your environment, even the time of day! Fragrance is a personal experience. Try burning our candles at different times of the day and in different moods ~ experience our different essential oil blends suited to 6 specific emotions.

Why do I need to burn my large candle for more than 1 hour and less than 4?

If you burn for less than one hour the wax may not be melted all the way to the outside of the candle. Once this happens the candle can form a pattern of tunnelling which leaves unmelted wax around the edges, may reduce the overall fragrance throw and eventually may drown the wicks so the candle will not stay alight. If you burn for longer than four hours, the candle wick can become quite long and may fall onto the side of the glass, or heat the glass up.

Why do you say to stop burning with 10mm of wax left?

We ask that you stop burning your candle at the 10mm wax mark as lower than this there may not be enough wax left in the candle to absorb the heat of the flame, which can lead the glass to becoming very hot and/or cracking.

Why is there a black residue forming around the rim of my candle jar?

Even on our beautiful dark glass, you may notice a black residue. This is because a candle wick requires trimming between burns or if the candle has been burning continuously for two or more hours. The wicks should be trimmed to about 7mm from the wax, only then will the candle stop emitting carbon - the black residue. If there is black residue on the glass of your candle jar, use a dry piece of paper towel and wipe clean.



BLANKET & WOOL CARE GUIDE

Many of our products are based on the beautiful natural fibre of wool - Read our full article on caring for your wool products here

How to Care for Your Wool Garments and Remove Pills

So, while you can't completely avoid pilling in some high quality wool garments, you can remove the pills extremely easily.

It’s similar to a new wool carpet—when loose fibres come away, we vacuum it right?

Well, it’s the same with your wool garments, and it’s no reflection of the wool quality.

Removing these excess “pilled” fibres and will settle once the garment is in use and excess fibres are shed, so you won’t need to do this forever—just at the beginning.

There are a few ways that you can do this; by hand, with a sweater comb or with a handheld electric device.

Care by hand

By hand is actually extremely meditative—how about some mindful de-pilling! You can either do this ongoing, whenever you notice pills, or after a wash.

If you notice that the pilling is more extensive, hand removal might not be an option. Not to mention—do we have time for that? Probably not!

Care by comb

This is where you might consider the second option; using a simple sweater comb, sometimes known as a ‘wool comb’ or a ‘cashmere comb.’

These are easy to use, but depending on the make, can be a bit rough, so if you choose to use this method carefully follow the detailed instructions in this video and do so at your own risk!

Care by handheld electronic devices

The third option is our pick—grab yourself an electronic handheld “de-piller” or “fabric shaver”.

They’re a cheap investment—this one’s only $18—and they’ll keep your garments looking new.

This is the quickest, easiest and most reliable way to remove pilling and keep your woollens in tip top shape!



CONTACT

Customer Service

If you have any questions or issues, we would be happy to assist - customer service is available 9am to 5pm AEST, Monday to Friday.

Contact - The Grampians Goods Co.

Or direct email to customercare@grampiansgoodsco.com.au

Wholesale, GuestHouse & Corporate Gifting

For all enquiries relating to Wholesale, Guest House or Corporate Gifting please email us wholesale@grampiansgoodscom.com.au

Marketing & Press

For all marketing and press enquiries please email us marketing@grampiansgoodscom.com.au

Social Media
Postal Address

The Grampians Goods Co.

258 Coleraine Road

Hamilton VIC 3300