Contact information

At Form Vault Lab, we believe useful organisation products should be supported by clear and approachable customer service. Whether you have a question about trouser hangers, need help understanding a sock organiser, want to check whether an over-the-door hook will suit your space, or need assistance with an existing order, our team is here to help.

Please use the contact details below for product questions, order inquiries, delivery concerns, returns, refunds, and general support.

1. Business Details

Legal Business Name: NWG WICKHAM PTY LTD
Store Name: Form Vault Lab
Website: https://www.formvaultlab.com/
Customer Service Contact: Shayne Kemp

Business Address:

NWG WICKHAM PTY LTD
8 Mena St
North Strathfield NSW 2137
Australia

2. Customer Service Email

Email: [email protected]

Email is our primary customer service contact channel. It allows us to review order details, understand product concerns, and provide written instructions where assistance is needed.

For questions about an existing purchase, please include your order number in your message.

3. What We Can Help With

Our customer service team can assist with a range of topics.

Orders and Payments

  • Order confirmation inquiries.

  • Product selection and order-detail questions.

  • Payment status inquiries.

  • Requests to correct order information before dispatch.

  • Questions about transaction records or receipts.

Product Information

  • Trouser hanger dimensions, configurations, and features.

  • Sock organiser capacity, clips, and hanging arrangements.

  • Over-the-door hook dimensions and compatibility considerations.

  • Product availability and listing information.

  • General questions about product use and care.

Shipping and Delivery

  • Order-processing updates.

  • Shipment tracking questions.

  • Delayed deliveries.

  • Missing or misdelivered parcels.

  • Incorrect shipping details.

  • Damaged packages or incomplete orders.

Returns and Refunds

  • Voluntary return eligibility questions.

  • Instructions for submitting a return request.

  • Refund status inquiries.

  • Replacement requests.

  • Reports involving damaged, defective, or incorrectly supplied products.

  • Questions about Australian Consumer Law remedies.

Privacy and Website Matters

  • Questions about our Privacy Policy.

  • Requests concerning personal information.

  • Website access or technical issues.

  • Questions about our Terms of Service and other website policies.

4. Information to Include in Your Message

To help us understand your request and locate the correct transaction, please include the relevant details.

For an order-related inquiry, provide:

  • Your full name.

  • Your order number.

  • The email address used at checkout.

  • The product name.

  • A clear explanation of your question or concern.

If you are reporting a damaged, incomplete, or incorrect product, photographs can help us assess the matter more efficiently.

For your security, do not send full payment-card numbers, account passwords, or other sensitive authentication information through ordinary email.

5. Return Address

Returns must be discussed with our customer service team before a parcel is sent.

Return Address:

NWG WICKHAM PTY LTD
Attn: Shayne Kemp
8 Mena St
North Strathfield NSW 2137
Australia

Please email [email protected] before mailing a return. Our team will confirm the relevant instructions and help ensure that the parcel can be matched to the correct order.

For faulty or damaged goods, contact us first so that appropriate arrangements can be made in accordance with your rights under the Australian Consumer Law.

6. Customer Service Response

We aim to review customer messages and respond within a reasonable timeframe. Response times may vary depending on inquiry volume, weekends, public holidays, and the complexity of the matter.

For existing orders, providing accurate order information helps us identify the transaction and investigate your question more efficiently.

7. Our Commitment to Customers

Form Vault Lab values clear communication, useful product information, and practical support. We want customers to understand what they are purchasing and know where to turn if they need assistance.

Thank you for choosing Form Vault Lab.

NWG WICKHAM PTY LTD — Form Vault Lab
Attn: Shayne Kemp
8 Mena St
North Strathfield NSW 2137
Australia
Email: [email protected]
Website: https://www.formvaultlab.com/