FAQs

So, you’ve got questions? Search The Grampians Goods Co. ‘Frequently Asked Questions’, and feel free to get in touch if you can’t find an answer to your question.

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!

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.

When you subscribe to our e-newsletter, you’ll be the first to hear about sale events, special offers, new product releases and 10% off your first order.

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

We have a range of policies for different purposes—check out the policy that’s relevant to you below:

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

The GGCo. website uses SSL Encryption and all payments are processed by the Stripe Payment Gateway which is level one PCI DSS compliant. This means Stripe adheres to the highest security standards set by Visa and MasterCard. Rest assured, you can feel safe and secure when making your GGCo. purchases!

Yes, go ahead and buy your gift cards online here.

Please keep in mind that these gift cards can only be used online, with GGCo., not with our stockists.

Please refer to individual products for sizing. If you can’t find the sizing on individual product listings, try scrolling down to the ‘Additional Information’ section and clicking to expand the information. This is where we keep this information.

Unfortunately we can only accept one promotional code per order.

Yes, we can send your order as a gift. Please ensure you’ve included this information whilst making your purchase. 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 personalised card can be included (which you will be prompted to request during checkout).

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 [email protected] as soon as possible to discuss the changes to your order with us.

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 Returns Policy.

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

No, you don’t need an account to place an online order.

Our wholesale stockists do require an account, however. If that’s you, please visit the Grampians Goods Co. Wholesale site for details.

If you’ve forgotten your password, please visit the Grampians Goods Co. Wholesale site for details, head to LOGIN and click ‘Forgot your password’.

If you have any questions about something you read here, or need help shopping online with us, please contact us using the form provided on our Contact page.

Our online store remains open for all purchases. Our warehouse teams are strictly following COVID-19 safety guidelines and we are ensuring that once placed, your orders are ready to leave the warehouse within 48 hours (business days).

We’ve been advised by Australia Post that there are delays within their delivery network due to the increase in demand, a reduction in air freight capacity, and health and safety measures such as social distancing at their facilities.

Unfortunately, this means that your order could take up to 10 business days to be delivered after we dispatch it. We appreciate your patience and understanding for these extended delivery times.

As our way to make your experience as seamless as possible, we offer free shipping on orders over $99 (AUD), and we now ship over the ditch to New Zealand as well!

Visit our Shipping Policy for more information.

Delivery is $15 flat rate for Australia wide. Free Shipping applies to all orders over $99 in Australia.

Visit our Shipping Policy for more information.

Please remember that all orders placed online are subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase.

In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

This will be the final price for shipping to the customer.

Visit our Shipping Policy for more information.

Domestic Transit Time

In general, domestic shipments are in transit for 2-7 days. Express Post items are usually delivered next business day within Victoria.

Please refer to the Australia Post website for more detailed information regarding your destination.

We dispatch from Hamilton in regional Victoria. Australia Post delays are out of our control and once a parcel is dispatched it is subject to the conditions of Australia Post’s serviceability for which we are unable to take responsibility.

We also use TOLL and other courier services—please choose at the checkout.

International Transit Time

Generally, orders shipped internationally are in transit for 4 – 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

Orders with free shipping or regular shipping are usually dispatched within 3 business days of payment of order. Express Post orders are guaranteed next-business-day (1 business day) dispatch. Due to COVID-19 restrictions we are experiencing slight delays on dispatch of all orders of 1 or 2 days.

Our warehouse operates on Monday-Friday during standard business hours (except on national holidays at which time the warehouse will be closed). In these instances, we take steps to ensure shipment delays will be kept to a minimum.

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. If you need to change your delivery address, make sure to get in touch with us via our Contact Us form ASAP, with your new address.

The Grampians Goods Co. will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

If an item is out of stock or on backorder, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service and we’ll chat through the next steps with you.

Goods & Services Tax (GST)

GST has already been applied to the price of the goods as displayed on the website.

Parcels are insured for loss and damage up to the value as stated by the courier.

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

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  [email protected] if you require any assistance with your product after purchase.

For all customer service enquiries, please email us at [email protected]

The Grampians Goods Co. will happily accept returns due to a change of mind as long as we receive a request to return within 13 days of receipt of item and the items is returned to us in the original packaging, unused and in a resellable condition.

Return shipping will be paid at the customers expense and will be required to arrange their own shipping.

Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you via email once this has been completed.

GGCo. will refund the value of the goods returned but will NOT refund the value of any shipping paid.

Please refer to our full Returns Policy for more information.

The Grampians Goods Co. will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.

Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.

Upon return receipt of items for warranty claim, you can expect The Grampians Goods Co. to process your warranty claim within 7 days.

Once warranty claim is confirmed, you will receive the choice of:

  • (a) refund to your payment method
  • (b) a refund in store credit
  • (c) a replacement item sent to you (if stock is available)

If the item you are after is out of stock you can contact us at [email protected]. We’ll get back to you promptly with an estimated ‘In Stock Date’ and you can then decide to pre-order if you wish!

We champion local Grampians, using these as our key ingredients in many products. We also source many other Australian products, particularly those offered by small, independent Australian businesses.

We also source ingredients and product components that have been made by small businesses with an association to the Grampians region and natural resources.

Our candles and body care range formulations are all made and filled in Australia.

Each product contains an ingredient list on the product page, under the ‘Botanicals and Ingredients’ drop-down options.

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!

Learn more about Sustainability at GGCo.

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.

Make sure you’re on our email list to be the first to be notified.

We ship your order with reusable and recyclable cardboard boxes. To protect your items, we also wrap them in enviro-friendly tissue paper, made by the legends at noissue.

We also use 100% compostable mailers by Heaps Good which break down in your home compost within 3-6 months!

In addition, we use Bio-Fill Packing Peanuts to pad out boxes with more fragile items, which are also compostable.

Learn more about our sustainability efforts.

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 are considered vegan friendly.

In ideal conditions, 250g 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, the age of the candle and other external factors. To get the most out of your candles we always advise that you follow the burning instructions enclosed with your candle.

Yes, you’ll maximise your candle experience if you trim your candle wicks. As the wax level drops, the wicks effectively become longer so we advise that you trim the wicks to approx. 5mm to maximise burn time.

On first use, allow the wax to melt to the edge of the glass to form an even burn, and don’t burn your candle for longer than 3 hours at a time.

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—Siberian Fir and Cedarwood, Grapefruit and Geranium, Clove and Jasmine, Sweet Orange and Palmarosa, Roman Chamomile and Lavandin, and Lemon and Basil.

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, which 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 three hours, the candle wick can become quite long and may fall onto the side of the glass, or heat the glass up.

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.

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 5mm 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 to wipe it clean.

We offer high quality and durable wool products that are versatile, luxurious and intended for country life in the outdoors.

Our Fair Isle knits are made from 100% pure supersoft shetland wool (sourced from a Scottish spinning mill dating from the late 18th century), while our blankets, pillows and hot water bottles are made with a recycled wool blends; 75% recycled wool and 25% mixed fibres.

Read our full article on caring for your wool products.

Pilling is when small, fluffy balls start to form on woollen clothing and items that receive some ‘wear and tear’, including rubbing or repetitive friction.

Pilling is NOT a sign of poor quality wool, but is in fact the exact opposite.

The truth is that premium yarns like wool are often spun quite differently to their lower cost and lower quality synthetic cousins, which is why pilling occurs.

The more loosely spun a yarn, the more luxurious it tends to be, which allows fibres more opportunity for friction and in turn, pilling.

So what to do about pilling?

Firstly, you can limit pilling by doing the following:

  1. When you’re washing your clothing or items, make sure to turn them inside out before washing, if possible.
  2. Don’t use fabric softeners or conditioners on your wool garments.
  3. Consider whether your item needs to be washed at all!
  4. Dry your woollens flat, either on top of a lint-free towel or a clothes-drying rack or drying-horse.
  5. If you can, try to minimise the friction and abrasion that your garment or item has to endure.

And secondly, there are a few ways that you can you can remove pills; by hand, with a sweater comb or with a handheld electric device.

Read our full article on managing pilling and caring for your wool products.

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

Please visit our Contact page to fill in the contact form, or directly email us at [email protected].

For enquiries about Wholesale, GuestHouse and Corporate Gifting, contact us directly at [email protected].

For enquiries about Marketing and Press, contact us directly at [email protected].

We’d love to connect on social media! Find us on Instagram at @grampians_goods_co, and on Facebook at @grampiansgoodsco.

The Grampians Goods Co. postal address is P.O. Box 120, Dunkeld, VIC 3294

You can also contact us via out online channels.