Postage and shipping

Q.           How much does postage and handling cost?

A.            Postage and handling (P&H) costs are based on the weight of the items ordered. You will get an indication of P&H costs once you add items to your shopping cart. Most Australian orders cost $4.95 for P&H, but heavier items or larger orders will cost more. For an accurate price, you will need to register on the website with your mailing address.

Q.           How long will my order take to arrive?

A.            The answer to this question depends on several things. Firstly, the payment method you have chosen (see more detail below). We send most orders within one business day of the payment being received (or cleared in the case of personal cheques). Once it’s been put into the big red box though, it’s kind of out of our hands. What I can tell you is that we use Australia Post and most parcels are posted from Queanbeyan, NSW 2620, so you can check the Australia Post website to see how long it will take to your location. Capital cities on the eastern seaboard should receive their parcels one to three days after it has been posted. Other areas may take an extra few days. Being so close to Canberra, we are part of the Express Post network, so if you’re in hurry to receive your item, it’s best to choose the Express Post option.

Q.           Do you post items to other countries?

A.            Most definitely! Once you register on the site with your overseas mailing address, the P&H costs will automatically take your location into account. You’ll notice a bonus too: overseas customers don’t have to pay GST, so the prices are cheaper! Something to bear in mind as an overseas customer is that PayPal is really your only option for payment. All prices are in Australian dollars.

Q.           An item I have ordered has not turned up. What now?

A.            The first thing you should do is ask yourself if enough time has passed for it to be delivered. Capital cities on the eastern seaboard should receive their parcels one to three days after it has been posted. Other areas may take an extra few days. If after leaving enough time it still hasn’t turned up, you should check with your local post office to see if they have it in the back room somewhere, hidden behind someone’s big screen TV. If it’s still missing please let us know and we will see what we can do at our end. Unfortunately we aren’t able to send the items again, but we can assist with putting a lost parcel claim in.

Payment information

Q.           What payment methods do you accept?

A.            We accept PayPal, electronic funds transfer, money order and cheque. We have made a deliberate choice not to offer online credit card payments ourselves in order to offer our customers a greater sense of security. PayPal is the best option if you would like to pay with a credit card. It is free to create an account and to use the facility for payments. It’s also secure and offers buyer’s protection.

Q.           How long do payments take to clear?

A.            Payments made using PayPal are received immediately, which means your order will be shipped within one business day. Electronic funds transfer made using internet banking usually appears in our account within one business day, but can take up to three days. If the transfer is done over the counter at a bank, it has been known to take an incredible seven days! For money orders and personal cheques you will have to allow time for the money/cheque order to be mailed to us, and then in the case of a personal cheque, an additional five days for clearance.

Returns

Q.           The item I ordered is not really the right colour/size/appropriate for my purpose. What are my options?

A.            We are happy to refund an item if it is not appropriate for your purpose within 14 days of the order being sent to you. The items must be sealed in its original packaging (if relevant). We can only refund items that have been cut to length if the piece is longer than 10m; shorter items cannot be refunded. Please contact us before returning the item. Unfortunately we can only refund the cost of the item itself and not the P&H you paid. Return postage is also at your cost.

Q.           The item I ordered is damaged or broken. What are my options?

A.            We try very hard to ensure that the items sent out are in good condition and packaged well so that they don’t get damaged in transit. However, if you do receive something that’s damaged, please contact us within 14 days to let us know. We will offer a replacement item if in stock, full refund or credit note, whichever you decide. Occasionally only the packaging of an item is damaged, but the items themselves are fine (for example the plastic covering on a packet of eyelets has a habit of cracking). In these instances we will not be able to offer a refund.

Miscellaneous

Q.           Are my personal details secure?

A.            The short answer is yes they are. We treat security very seriously. The information we collect from you is limited to what we need to send you the items you have ordered, as well as an email address and a phone number to contact you just in case. We would never pass on your contact details to a third party unless required to by law. Occasionally we might send out an email newsletter, but you will have the option to unsubscribe from all communication of that nature. And finally, we don’t have access to your credit card details at all – that remains with PayPal if you have chosen to use this payment method. For more information, see our privacy page.

Q.           An item I would like is out of stock. How will I know if you will get that item back in stock again?

A.            If something is out of stock, please send us an email through our contact us page and ask about the item. We’ll let you know when we intend to have it back in stock again, and will also let you know when it’s actually back in stock.

Q.           Some shops are very skimpy with their measurements and will measure items to the millimetre. Are you that skimpy?

A.            Noooo. Definitely not! You will find when you receive your cut-to-measure items, there’s usually an extra few centimetres included.

Q.           Do you have a shopfront?

A.            Sadly no, but it is the big dream! I know that there’s nothing like touching fabric and seeing the beautiful ribbons in real life, so maybe one day. However, we do exhibit at some Craft & Quilt Fairs and Craft & Sewing Expos around Australia. Check out our news page to see if I’m coming your way in the near future.