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Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Delivery times vary based on your location in Australia. Typically, orders for items marked as “in stock” and sent to metropolitan areas arrive within 7-10 business days, while orders to rural areas may take 10-12 business days. Orders marked as “Backorder” will need to be ordered from the manufacturer, and will require the specified mount of lead time (eg. 8 weeks for Malabrigo to make and dye and send the yarn to us) in addition to the specified delivery time. These are estimated times and can be affected by factors such as carrier delays or holidays.
On our platform, an account is automatically created for you when you place your first order. During the checkout process, you will be asked to provide your email address and to choose a password. Once your order is confirmed, your account will be created using the information you’ve provided. This means you can track your current order, view past orders, and checkout faster in the future. You will also receive a confirmation email with details on how to access your new account.
To change your shipping address, log into your account on our website, then head to the “Addresses” section under “My Account.” Here, you can edit your existing shipping address or add a new one. Make sure to save your changes. It’s important to update your shipping address before you make a purchase to ensure your order is shipped to the correct location.
Once your order has been dispatched, you will receive an email with a tracking number and a link to track your order online. You can also track the status of your order by logging into your account on our website and visiting the “Orders” section under “My Account.” Here, you’ll find all your order details and tracking information.
For your security and privacy, we do not store your credit card information on our servers. WooCommerce uses secure, encrypted payment gateways for all transactions. Your payment details are directly processed by our payment gateway providers (PayPal & Stripe), adhering to the highest security standards.
Yes, we are required to charge GST (Goods and Services Tax) on all orders shipped within Australia. The GST is included in the listed prices on our website, so there are no additional charges at checkout.
Currently, we ship exclusively within Australia. We are exploring options to expand our shipping destinations and hope to offer international shipping in the future. Please check back or subscribe to our newsletter for updates.
To reduce shipping times and costs, we strive to ship your items in one package. However, depending on the order size and the availability of items, your order may be shipped in separate packages. Each package will have its own tracking information, which we will provide to you via email.
If you need to swap an item
Returns and Exchanges
We accept returns within 30 days of receipt for most items in new condition. To initiate a return, please log into your account, go to the “Orders” section, and follow the instructions to submit a return request. Once we receive and inspect the returned item(s), we will process your refund or exchange as per your request. Please note that some items may be subject to a restocking fee, and return shipping costs are not covered unless the return is due to our error.
If you received an incorrect item, please contact our customer support team immediately. You can reach out through the “Contact Us” section on our website or by replying to your order confirmation email. We will provide instructions on how to return the incorrect item and ensure the correct item is sent to you without any additional charge.
We’re sorry to hear that your order arrived damaged. Please contact our customer support team with photos of the damaged item and the packaging. We will guide you through the return process and discuss options for a refund or replacement.
Once your return request has been authorized, we will provide you with the return shipping address. Please ensure that the item is securely packaged and includes any forms or information we’ve requested to expedite your return process.
Customer support can be reached through the “Contact Us” section on our website or by responding to any of our emails. Our dedicated team is available to assist you with any questions, concerns, or feedback you may have regarding your order, products, or our services.
If you realize that you’ve entered an incorrect shipping address, please contact us as soon as possible. We can update the address if the order has not yet been dispatched. If the order is already on its way, we will do our best to have it redirected, but please note that not all changes can be guaranteed once an order is in transit.
Orders can be changed or canceled if they haven’t been processed for shipping. Please contact us immediately if you need to make changes or cancel your order. We’ll do our best to accommodate your request, but please understand that once an order is processing or shipped, we are limited in the changes we can make.
Yes, for certain items, we offer the option to pre-order when they are sold out. This option will be clearly indicated on the product page. By placing a pre-order, you ensure that the item is reserved for you once it’s back in stock. We will provide an estimated shipping date at the time of pre-order, but please be aware that this date is subject to change due to factors beyond our control.