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FAQ

General

Where are you located?

WashiGang is located in Australia. All orders are processed in Australian Dollars ($AUD) and include GST for Australian customers.

Do you have a physical store I can visit?

We are an online-only store but we do offer order pick-up from our Currumbin Waters (Queensland) warehouse. Choose the 'Pick Up' option during checkout; we will email you with collection details when your order is ready.

Can I get on your email list?

For sure! Just scroll down to the bottom of the page to sign up for fun news, tips & tricks + exclusive rewards such as free shipping offers, order discounts & stationery freebies. Woah!!

The product I want is sold out!

We have stock arriving on an almost daily basis so popular items are usually back in stock fairly soon.

While we can’t promise that an item will be restocked, you can sign up on the product page to receive a back in stock email notification for any products you are interested in.

My Account

I can't log in, help!

Login issues are never fun, but don’t worry! Try these steps to help you get back into your account:

  1. Double check the spelling of your email address – is there a typo?
  2. Did you use a different email address when you first signed up? Try logging in with another email address if you have one.
  3. Did you forget your password? Click the 'Forgot your password?' link and see if an email hits your inbox.
  4. Didn't receive an email reset password? Try clicking the 'Create Account' link and entering your details there.

Still having issues? Getting an error? Email a description of your issue to hello@washigang.com and we'll do our best to help!

Orders + Delivery

Where do you ship?

We currently ship to Australia, New Zealand, the United States and Canada.

When will my order ship?

We know you want to receive your stationery as quickly as possible, so we aim to ship within 1-2 business days. The exception to this is during peak times or product launches, when we aim to ship within 2-4 business days.

We ship with Australia Post and you will receive a tracking number for your package. All orders include postal insurance.

How much is shipping?

Our shipping rates are determined by location and the total weight of your order and start from $10.95AUD for regular post within Australia.

You can use our handy shipping calculator on the cart page to check the shipping cost to your location. We ship to Australia, New Zealand, the United States and Canada.

And make sure you join our WashiGang Rewards email list for exclusive rewards such as free shipping offers, order discounts and stationery freebies.

Do you use eco-friendly packaging?

We try to use as much environmentally friendly packaging material as we can. We use water-activated paper tape to seal our shipping cartons, which makes them super easy to compost or recycle.

Our custom printed tissue paper is made from sustainably sourced paper and printed with soy-based inks, which means no petroleum-based products are left behind when decomposing.

Our packing peanuts are eco-friendly, being 100% compostable and water soluble. We also re-use as much packaging as we can that we receive from our suppliers, such as cardboard backing sheets (we cut these from clean cardboard boxes that our stock arrives in), and kraft paper and air pillows.

Can I pick up my order?

Of course, we love visitors! When placing your order on our website, please select the ‘Pick Up’ option when checking out. You will receive a standard order confirmation email, then a second email to let you know your order is ready (usually within 24-48 hours, weekdays only).

Our warehouse is located at 6/23 Leonard Parade, Currumbin Waters QLD 4223. Pick up hours are Monday and Wednesday 9.30am-3.30pm and Friday 10am-2pm (closed Tuesday, Thursday and public holidays).

Can I change or cancel my order?

The short answer - maybe!

The long answer:

If you need to cancel or change something on your order please contact us as soon as possible. We often begin packing your order straight away so order changes may not be possible, but we will do our best!

Please note we do not refund if you change or cancel an order. Any credit owing as a result of an order change or cancellation will be returned on a store gift card. We reserve the right to charge a 10% restocking fee on cancelled orders.

In accordance with consumer law, we do not offer refunds if you change your mind or make a wrong selection, so please check your order carefully before checking out.

Can you combine your orders?

We are a busy store and strive to keep order processing times to a minimum to get your happy mail on it's way sooner. For these reasons we are not able to combine orders.

My order is a gift! Can I include a gift note?

We love sending gifts! Please leave a note when checking out to let us know your order is a gift so we don’t include an invoice in the box, you can also leave a short message that we will write on a card to include in the package.

If you would like us to send the gift direct to the recipient, please enter their details in the 'Shipping Address' section when checking out so we know where to send your order. Please double check shipping details, as we are unable to re-ship an order sent to an incorrect address.

What is your return policy?

We hope that you will be very happy with your WashiGang purchase! 

If you have received incorrect, damaged or faulty items, please notify us within 7 days of receiving your order to arrange a refund, replacement, or exchange. Please note we do not accept returns or provide refunds or exchanges if you change your mind or make a wrong selection.

I have a question about my order, how do I contact you?

Please contact us by visiting our contact page. We will gladly be able to assist you with any questions relating to orders, order modifications, shipping or related enquiries.

There's an issue with my package, help!

Most late parcels arrive within 5 business days of their expected delivery date. If you think there is an issue with your delivery, please submit an enquiry with Australia Post and also let us know so we can help to resolve things.

If your package is returned to us due to you providing an incorrect address or because it was unclaimed, you will be required to pay a new shipping fee to have it re-shipped.

Alternatively we can issue a store credit for your order, less the original shipping fee paid.

For all shipping issues, please contact us within 30 days of your order date so we have the best chance to get your package to you.

Gift Cards

Do I need to use my gift card in one transaction?

No, provided there is still a balance on the gift card the remaining balance can be used for a future order.

Can more than 1 gift card be used towards a purchase?

Yes, you can redeem another gift card during checkout.