FAQ
GENERAL
What are your contact details?
You can get in contact with us by emailing wilfred.eco@outlook.com
Do you have social media?
Yes! We love Instagram and Facebook. Follow us @wilfredeco and please tag us to be featured with #wilfredeco as we love seeing our customers enjoying our products.
Are your products BPA free?
Yes! All Wilfred Eco products are free from BPA.
Tell us about your packaging?
Our tissue paper is made from 100% recycled materials.
Our cartons are 100% recyclable and can be reused for storage. We like to use ours for makeup brushes, money boxes, toy car storage and pencil holders.
STRAWS
What are your straws made from?
Our straws are made from FDA compliant silicone that is free from BPA and other nasties. Silicone is not a type of plastic, it is a unique material made from silica, a naturally occurring compound found in our earth’s crust.
Silicone has no relation to harmful plastic or petroleum-based compounds.
Silicone is free from the harmful chemicals and carcinogens associated with plastic. It is denser and heavier than plastic yet softer and more pliable, making it a great health conscious reusable alternative! This is also why silicone products are more expensive than plastic.
Why should I buy a silicone straw over other materials such as stainless steel and bamboo versions?
Silicone is the safer choice for little mouths, and a gentler option for teeth at any age. Our silicone straws are heat resistant and don’t leach chemicals when exposed to temperature variations and liquids the way coated metal and plastic does. Silicone is a soft yet durable material making it gentle enough to bite down on but firm enough to resist tears. This makes them perfect for straw biters, people with sensory issues, or children with special needs. The soft and pliable nature of our silicone straws also safeguards kids and adults from eye pokes, throat gouges, and chipped teeth. Plus, if your straw is too long, it's easily resized with a carving knife and chopping board! Remember to dispose of the off cuts properly as they may pose a choking hazard.
What is the best way to clean my straws?
Cleaning your silicone straws after each use is very important for avoiding mould build up and the spread of germs. We find that using hot soapy water with the complimentary cleaning brush works well. If you want to sterilise your straws, they can be boiled or placed in the dishwasher on the top rack. Remember to handle with caution when removing the straws from boiling water or the dishwasher as they may hold hot liquid inside.
How are the straws made?
Our straws are made by mould and by hand. Therefore, our two-colour bendy straws are not identical to each other and each straw may have slight variations. The colour positioning may also be different to the on-screen photos as the mixing process does not allow for a block colour consistently in the same position.
GLASS BOTTLES
What are your glass bottles made from?
Our bottles are made from Borosilicate Glass that is free from Lead and Cadmium.
How do I care for my bottle?
It is important to regularly clean your bottle as you would with any food or drink item to avoid mould and bacteria build up.
When storing your bottle, keep the lid off to ensure no excess moisture build up.
We recommend that you avoid carrying your bottle in the bottom of your bag to minimise any risk of breakage from dropping your bag as well as any other objects inside your bag.
Whilst your glass is dishwasher proof we recommend hand washing. The bottle can be washed with the silicone sleeve on however it is recommended that the sleeve is removed occasionally for a thorough clean.
To remove the sleeve, we find it is best to run the bottle under water. Ensure you are careful and have a good hold as the bottle can be very slippery! To put the silicone sleeve on, running under water is helpful to aid pulling it on, or turning the sleeve inside out and rolling it up the bottle while dry works well.
Don't place your bottle in the freezer and add water to your bottle before adding ice. When adding warm water, allow the steam to escape prior to putting the lid on.
Please do not add fizzy drinks to your bottle as the pressure may cause your bottle to break.
IMPORTANT: Your lid is hand wash only. Do NOT soak. Use cool soapy water, remove the small silicone sealing ring for every wash and allow to air dry. This is important to prevent mould build up. Ensure you put the silicone sealing disc in the lid before use.
Ensure the lid is completely dry before use.
Why should I use glass over plastic bottles?
Many researches now warn of the significant chemicals that are found in the plastic water bottles that are available on the market today. Plastic bottles can potentially leach plastic particles as well as harmful chemicals into your water.
One study by the State University of New York tested 250 bottles of water from 11 different brands bought in 9 different countries. The study found 93% of bottled water had signs of micro-plastic contamination.1
Furthermore, the environmental benefits of using a glass water bottle are huge. It is estimated that 1,000,000 plastic bottles are estimated to be purchased every minute,2 so it is safe to assume that one glass water bottle will replace hundreds of plastic bottles. Doing so will also conserve water as it takes at least twice the amount of water to produce a plastic bottle than the amount of water contained in the bottle.3
Does glass cause an aftertaste in the liquid?
Glass has no nasty aftertaste that is commonly found when drinking from plastic and stainless steel. We think water tastes the BEST when it comes from glass.
Can I use my bottle straight away?
Wash your water bottle and cap upon arrival. Due to the thermal expansion during the manufacturing process, the bottle will have a subtle odour which will go away after your first wash and air dry.
What are your silicone sleeves made from?
Our silky silicone sleeves are made from silicone.
What are your lids made from?
Our lids are made from bamboo or stainless steel and have a BPA free, ABS thread and silicone ring to create a tight seal. We are always working on alternatives to plastic and hope to have a solution in the future.
Do you sell additional silicone sleeves?
Yes! We think that you should be able to change your sleeve like you change your clothes, so all of our sleeves can be purchased separately.
Can I wash the bottle in the dishwasher?
Our bottle LIDS are hand wash only. Please use hot soapy water, remove the silicone ring and allow the lid to air dry before use.
Although glass is dishwasher safe, we recommend hand washing to avoid breakages from bumps in the dishwasher.
Can I place my bottle in the freezer?
Please do not place your bottle in the freezer. Due to the hand made nature of the lid and the bamboo materials used, the lid may fall apart as a result of freezing.
PAYMENTS
How do I use a gift voucher or discount code?
To use your gift voucher or discount code simply proceed to the check-out page. After placing in your shipping details, you will be taken to a page to select your shipping options. If using a mobile device, at the top of this page there is a drop down that says 'show order summary.' If you click here you will see the Discount box. Here you can enter your code or gift voucher number and press apply.
If using a desktop, the discount section will be on the right of your page.
Please note that only one code can be used per purchase.
My gift voucher or discount code isn’t working?
Please firstly check you’ve entered the gift card or discount code correctly, using the correct case (upper or lower). Secondly, check the expiry of the gift voucher or discount code. If you are still experiencing issues please contact us at wilfred.eco@outlook.com
Will I receive an invoice or receipt with my order?
An invoice and receipt will be sent via e-mail to the e-mail address provided by the purchaser. This will be received in the form of a confirmation of purchase e-mail. To reduce further waste, invoices are not shipped with your parcel, only a packing contents slip is included. This also means that if you are purchasing an item as a gift, the receiver will not see your invoice or receipt.
How do I make payment on an order placed from outside of Australia?
To protect from international fraud and missing items, international orders may only be paid for via Paypal. If you wish to place an international order please contact us at wilfred.eco@outlook.com
SHIPPING
What will I pay for postage?
We know that no one likes to pay for shipping! However being a small business, we haven’t yet been able to absorb these costs. What we have done however is make shipping as cheap as possible for you! So if you purchase our straws in small volumes, we will be sending them in small mailers in an effort to reduce the pricing. Our bottles still cost quite a lot to send however to sweeten the deal, we have offered shipping at a flat rate (less than it actually costs us!) to make it easier for your eco dreams to come true :)
Packing
We will do our best to get orders out to you as soon as possible, most orders are dispatched within 2 business days.
Carriers
We use Australia Post for shipping. Shipping times vary dependent on your location. If you require your package by a certain date, please get in touch before you make your order. In this case we recommend that you select the Express Post option (note that delivery timing is dependent on Australia Post network and service).
Express Post and Courier Post is offered through Australia Post. Please refer to the Australia Post website for shipping times based on your location.
Please provide delivery instructions (ie. Authority to leave) in the Notes section.
All packages are shipped from the beautiful Hunter Valley in the local township of Cessnock, NSW Australia.
Note: Orders with PO Boxes will be sent with Australia Post.
How do I know if my order has been shipped?
You will receive a shipping notification once your order has been fulfilled. This will include an automatically generated tracking code that is activated once the relevant shipping depot has scanned your parcel.
When will I receive my parcel?
Transit times differ depending on your location. To help you track the delivery of your items once they have been shipped, you will receive a notification email including a tracking number if you have selected tracked shipping.
International shipping
We are able to offer International Shipping using the Australia Post network. Shipping charges are calculated by Australia Post. Please note that customs and all other charges are the sole responsibility of the buyer. Once an item is sent by us, we take no responsibility for any further charges.
PRE-ORDERS
At times we will offer our items on a pre-order basis. By purchasing a pre-order item, you acknowledge that the product is currently out of stock and has been given an expected delivery time frame. You also acknowledge that delays may occur and as such, this delivery date is not definite. We will always do our best to meet timelines and will keep you informed as to the progress of your order.
RETURNS
Can I return an item if I change my mind?
Unfortunately, due to hygiene reasons we are unable to accept returns for change of mind.
Return policy for faulty items
If you receive a faulty product, please notify us immediately. Depending on the fault we will provide either a replacement, refund of the product, or store credit. We also apologise for any inconvenience caused and will do our best to rectify the problem as quickly as possible.
How do I notify you that I have received a faulty product?
Please contact us at wilfred.eco@outlook.com within 7 days of receiving your order to notify us of your faulty item. Please include your order number in the email and clearly list the item/s you will be returning along with a description of the fault. Please include any photos you have of the fault for our reference.
How do I return a faulty item?
After you have e-mailed us with the necessary information regarding the fault and if the product requires returning, we will provide you with details for posting your return.
How long will it take to have my fault issue rectified?
Once you have contacted us regarding the fault, we will advise you what action will be taken.
If the decision is to replace your faulty item, and we have the replacement in stock, we will ship it to you within 24 hours. Shipment of the replacement item will be arranged at no extra cost to you.
If your item requires return, once received and inspected we will be in contact within 24 hours to discuss the most appropriate resolution. We will offer a replacement, refund or store credit.
If the decision is to refund your faulty item, your refund will be processed within 24 hours of the inspection decision and a credit will be automatically applied to your credit card or original method of payment within 5 working days.
If the decision is to provide a store credit in place of your faulty item, your store credit will be applied within 24 hours.
I was approved for a refund of faulty item but haven’t received my refund?
If it has been 5 working days since your refund was processed, and you haven’t received your refund yet, please check your bank account again. If the refund is not visible please contact your credit card company, it may take some time before your refund is officially posted. If this is unsuccessful please contact your bank, again there is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at wilfred.eco@outlook.com.
Replacement parts
We will happily replace any faulty lids within 1 year of purchase, provided they have not been placed in the dishwasher, soaked or treated contrary to the usage guide. Please send photos with your email. If you have mistakenly placed your lid in the dishwasher we also sell replacement parts.
WHOLESALE
Do you offer wholesale pricing? Can I carry your products in my store?
We offer wholesale opportunities and we love to team up with businesses that share our vision. Please email us at wilfred.eco@outlook.com to begin the process of becoming an authorised Wilfred Eco retailer.
1Fredonia State University of New York, Synthetic Polymer Contamination in Bottled Water, Sherri A. Mason, Victoria Welch, Joseph Neratko.
2 Euromonitor
3www.watercalculator.org