FAQ

GENERAL

What are your contact details? 

You can get in contact with us by emailing hello@wilfredeco.com.au.

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, it's a great alternative to wrapping paper come Christmas and Birthday time. 

Our cartons are 100% recyclable and are wonderful for storage. We like to use ours for makeup brushes, money boxes, toy car storage and pencil holders. If you find an inventive use make sure you tag us on Instagram and Facebook @wilfredeco and #wilfredecoreuses.

Our shipping bags are completely compostable! Once you are done with them, place the label in the recycling bin and place your bag in with your food scraps and garden waste. 

 

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 the glass, 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 big, 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.

Why are your straws shipped without packaging?

Did you know the average Australian sends 200kg of packaging waste to landfill every year? Here at Wilfred Eco our aim is to provide quality, reusable, low-tox options that reduce single use waste in any way we can.  We are passionate about looking after our planet and reducing excessive packaging is one way that we can work towards this vision. This is why our straws are shipped to you “raw” – wrapped simply in our eco-friendly 100% recycled tissue paper and mailed in biodegradable postage bags. We do however understand that some people are partial to fancy packaging and as a result the team at Wilfred Eco are working on creating eco-friendly storage bags for our straws. These bags will be available for purchase in 2019.

Why are my straws different to the photos? 

Our straws are made by mould and by hand. Therefore, our straws are not identical to each other and each straw may have slight variations to the photos. 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.

Why Borosilicate Glass? 

Borosilicate glass is the superior alternative to regular glass. It is thermal-shock resistant meaning it will not break when exposed to changes in temperature like regular glass and is non-toxic.  

Will my glass break?

Unfortunately no glass is break proof. While our bottles are stronger than regular glass there is no guarantee that your bottle wont break when dropped. Glass is the superior choice for drink ware around the world and can be found in 99% of kitchens. Even on high use products like your iphone!! Most people prefer to drink from glass cups, regardless of the risk of breakages. We believe that glass is the best option for drink ware as it is clean tasting, non-toxic and looks fantastic. To help protect against breakages, we have included our beautiful silicone sleeves on all of our bottles.

I broke my bottle!!

We would  like to make the transition to glass a little easier for you! If your bottle breaks within the first year, we will give you a 50% discount on a replacement bottle! Just send us an email to hello@wilfredeco.com.au with photos of the broken bottle and we will send you your discount code. 

How do I clean 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. 

The bottle may be hand washed or placed into the dishwasher. 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 may become very slippery! To put the sleeve on, turning the sleeve inside out and rolling it up the bottle while dry also works well. 

IMPORTANT: Your lid is hand wash only. Use warm soapy water, remove the small silicone sealing ring for every wash and allow to air dry. 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,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 have an aftertaste?

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.

My bottle has a subtle odour after opening the cap for the first time, is that normal?

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.  

The bottles can be placed 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. 

Do you have baby bottles? 

Our baby bottles are coming shortly. Sign up to our website and follow us on Instagram @wilfredeco to be the first to know.

 

 

 

PAYMENTS

Do you offer Afterpay?

We are working on getting Afterpay and hope to have it by the end of January 2019. We hope to have Zippay by March 2019. We also offer other methods such as Paypal. Simply proceed through checkout and you will be provided with a list of payment options.

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 hello@wilfredeco.com.au

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. 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 hello@wilfredeco.com.au

 

SHIPPING

What will I pay for postage?

We are currently offering flat rate shipping Australia wide for $9.95.

Packing
Our usual packing days are Sunday, Tuesday and Thursday with post going out on Monday, Wednesday and Friday mornings. 

Carriers
We will be using Sendle and 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 express does not change the packaging days unless requested). 

Express Post and Courier Post is offered through Australia Post.  Please refer to the Australia Post website for shipping times based on your location.

We will aim to post the majority of your packages with Sendle however if costs are too high we will opt for Australia post and vice versa. By selecting the Standard Shipping option you acknowledge that postage providers are chosen at our discretion. If this is not suitable, please notify us prior to placing your order. 

If your package is shipped with Sendle, your parcel will be booked in for collection (this is the only method available). Once a collection is booked, collection times are usually the following business day. However at times pickups may be delayed by an additional 1-3 days after fulfilment and this is unfortunately out of our hands and depends completely on the courier company.

Please provide delivery instructions (ie. Authority to leave) in the Notes section. 

All packages are shipped from outside of Brisbane, 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. Services such as Sendle are pickup only services and may take 1-3 days to pickup your parcel once fulfilled.

 

When will I receive my parcel?

We endeavour to ship most orders within 1- 3 business days from when the order has been placed. Our packing days are Sunday evening, Tuesday evening and Thursday evening with post going out on Monday, Wednesday and Friday mornings. From there, 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. 

Although we do our best to ensure most items are sent within 5 working days, please let us know if your order is urgent. Better yet, contact us at hello@wilfredeco.com.au prior to placing your order to ensure that we are able to meet your requirements and get your order to you in time.

If I place an order that contains 'pre-order' and 'in-stock' items, will the 'in stock' items be sent separately? Can I split my order? 

If you order an item that is a ‘pre-order’ item along with items that are ‘in-stock’ items, your complete order will be sent once ALL items are in stock. As shipping costs need to be covered we are unable to split orders. If you would like to receive items separately, you will need to place separate orders for your ‘pre-order’ items and your ‘in-stock’ items. 

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.

 

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 hello@wilfredeco.com.au within 7 days of receiving your order to notify us that you will be returning an item due to a fault. 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. 

We strongly advise that you use protective packaging and a tracking delivery service as we cannot provide credit for items that are lost in transit, arrive damaged, or otherwise don’t arrive. 

How long will it take to have my fault issue rectified?

Once your returned faulty item/s have been 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 replace your faulty item, and we have the replacement in stock, we will ship it to you within 24 hours of the inspection decision. Shipment of the replacement item will be arranged at no extra cost to you. Depending on where you live, the time it may take for your replacement product to reach you may vary.  

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 10 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 10 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 hello@wilfredeco.com.au.

 

 

WHOLESALE AND CORPORATE CO-BRANDING 

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 hello@wilfredeco.com.au to begin the process of becoming an authorised Wilfred Eco retailer.

Do you offer corporate co-branding?  

We offer co-branding for a wide variety of situations including, but not limited to, corporate marketing and gifts, events (e.g., festivals, expo’s, sports events), and University open days and orientation weeks.  We love to work with clients to create the perfect co-branding scheme to match their needs and exceed expectations. We also get a huge kick out of helping clients to make significant changes to eco-friendly branding and promotion of sustainable living through co-branding of our products!

Please email us at hello@wilfredeco.com.au to enquire about co-branding of Wilfred Eco products.

 

1Fredonia State University of New York, Synthetic Polymer Contamination in Bottled Water, Sherri A. Mason, Victoria Welch, Joseph Neratko.

2 Euromonitor

3www.watercalculator.org

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