Support Faq

1. Ordering and Fulfilment

How do I place or amend an order? Orders can be placed directly through www.wovendinepad.com. If you need to amend your order details before the goods reach the fulfilment stage, please direct your enquiries to our support team at cotton@wovendinepad.com as soon as possible.

Can I cancel my order after receiving it? In strict accordance with European consumer protection regulations, customers possess a 14-day Right of Withdrawal. You may withdraw your order without providing a reason within 14 days of receiving your physical goods. To exercise this right and initiate a return, please forward your written request to cotton@wovendinepad.com.

2. Payment Processing

Which payment methods are accepted? We accept a variety of direct payment methods, including Visa, Mastercard, and American Express. Additionally, our checkout supports Apple Pay, Google Pay, and recognised digital wallets. All transactions are routed through industry-standard encrypted connections to process your payment information.

3. Shipping and Logistics

Which regions do you supply, and what are the delivery timeframes? Our primary market is the European region. Order processing and physical preparation at our internal facility require 1 to 3 working days. Once dispatched, transit to your destination generally requires 4 to 12 working days. We partner with established international carriers, including DHL, FedEx, and UPS Priority, to handle the logistics.

How can I track my parcel? We provide automated tracking updates to your registered email address at key transit nodes. You will receive notifications when the order is dispatched, when it arrives at sorting facilities, and during the final local delivery routing.

What happens if my delivery is delayed beyond the standard timeframe? Should your order exceed the stated transit timeframe, please notify us. We will immediately initiate a formal investigation with the relevant carrier. Based on the findings of that investigation, we will issue a full refund or arrange a replacement shipment to resolve the matter.

4. Flawed or Damaged Goods

What should I do if my item arrives damaged? If you receive a flawed or damaged item, physical return of the affected piece is not required. Please email cotton@wovendinepad.com within 14 days of receipt, providing clear photographic evidence of the issue. Upon internal assessment of the photographs, we will process a refund or dispatch a replacement piece at no additional cost to you.

5. Company Contact and Trading Details

How can I contact FRANKLY COTTON LIMITED? We operate our brand, wovendinepad, from our registered premises. You may contact us through the following channels:

• Email: cotton@wovendinepad.com (We aim to respond to all enquiries within 24 hours)
• Telephone: +64 274728796
• Registered Corporate and Warehouse Address: FRANKLY COTTON LIMITED 9B Polygon Road, St Heliers Auckland 1071 New Zealand
• Company Registration Numbers: 9342492 / 9429052844157