Shipping & Shop Policies
Domestic shipping rates:
OMG! FREE SHIPPING when you spend $100! Why pay for shipping when you can get it for free? Stock up & save!
|Up to 400g||$8.25|
|Up to 2.9kg||$13.40|
If you'd like to avoid postage costs, pick up is available from the markets I attend around Melbourne.
International shipping rates:
OMG! $10 FLAT RATE SHIPPING when you spend $100! International post can be pricey, so stock up and save with flat rate shipping!
List of prices coming soon! You can check the shipping rate by selecting the products you wish to purchase and progressing through checkout.
All items are shipped from Melbourne via Australia Post, however if you'd like to use another shipping carrier, or if you need it sent Express or with Insurance, let me know.
Customs & duty
Please be aware that some countries charge duty on products coming from overseas. Any additional charges applied by customs in your country are the responsibility of the buyer. Packages that are refused will be refunded less shipping costs, even if you qualified for free or flat rate shipping.
Payment, Shipping & Returns Policy - the boring but important bits!
I accept payment through the following secure payment gateways. Nothing is cooler than being PCI-DSS compliant!
- Shopify Payments powered by Stripe
- coming soon - Apple Pay. I have no idea how this works but let's give it a crack.
I also accept payment in person by prior arrangement.
These are secure methods of electronic payment, but it's up to you to ensure your device is protected - make sure your anti-virus software is up to date at all times! Yes, that includes your mobile!
Unless noted in the listings, all items are ready to ship. Your order will be shipped within 1 - 2 business days. You will receive a confirmation email with your tracking number when your parcel is on its way.
We are all at the mercy of the Post Office. If you don't receive your parcel within the normal time-frame (see auspost.com.au/postage-calculator for times), this is the process we need to follow. These processes are dictated by Australia Post:
- For Domestic parcels, if the item hasn't scanned as Delivered, the Sender (me) will log an enquiry. I will let you know the Case number.
- For Domestic parcels, if the item has scanned as Delivered but you have not received it, the Addressee (you) will log an enquiry. If you do this please let me know the Case number and I will chase them too.
- For International parcels, the Sender (me) will log an enquiry. I will let you know the case number. Depending on what country the parcel is sent to it can take anywhere between 10 days - 70 days to receive a reply...can you believe some international post enquiries are still sent by snail mail in this day and age! (UPU Regulations)
Any compensation provided to me by Australia Post will be paid back to you if the parcel is deemed missing.
Sometimes life happens, and there may be a delay that is out of my control. If there is going to be any delay in shipping your order, I will contact you within one business day and let you know when the order will be shipped. If there will be a delay of more than two days I will offer you the option of replacing the item with a similar product, a refund, or wait till the item is ready to ship.
You are protected under Australian Consumer Law and entitled to a refund, repair or replacement if a product is not as described, or not fit for purpose.
This has never happened before, but if by chance a product is faulty please contact me immediately at firstname.lastname@example.org and we can work together to resolve the issue and determine if a refund or replacement is required. I aim to provide a response within one business day, and fully resolve an issue within one week (not including any shipping times).
As a small, home-run business I can't provide refunds for change of mind after purchase. If you're unsure about something, or need a sample prior to purchasing, please contact me.
These are not product faults:
Many of my items are hand made and hand dyed. Differences in colour, thickness and texture may occur, even in the same dye lot or hand spun skein! This isn't a fault; this is the beauty of hand crafted, artisan items. Each item is unique and beautiful, and created so that you may, in turn, create your own one of a kind masterpiece.
Mill-spun skeins may on occasion have one or two joins in it. I do my best to specify this in the listing to let you know if there is a join, however this is not always possible. I do quality check each batch of mill-spun skeins for faults prior to listing them on the site, however if you do have a skein with multiple joins and it affects your work please let me know.
Tangled skeins if you don't wind it into a ball first! Before using your skein to knit from, please make sure you wind it into a ball. I recommend using a swift and ball winder.
I do my best to photograph each item to capture the true colour, however every device has different settings and is like a unique and special flower. For this reason colours displayed on your screen may be different to mine (I know mine varies between the phone, tablet and laptop!). All my items are photographed in natural light to best capture true colours.