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Help

We try to make our website as easy to use as possible, but we still see some questions popping up from our customers. Here are some common questions and their answers.

How do I get your email newsletters?
If you’d like to receive our monthly newsletters, you can either sign up here or create an account with us. There’s a box to tick to opt-in to our newsletters. Alternatively, if you’ve already created an account, you can change your newsletter settings in My Account.

How do I change my email address on this site?
You can change any and all of your account details by logging in to My Account. Please verify that you’ve typed your email address correctly, as otherwise we can’t contact you.

How do I find your RSS feeds?
The main RSS feed of new products is linked on the main shop page in the "Recently Added Products" box. It features the last 50 items added to the site. You can also access category-specific RSS feeds by clicking the orange RSS icon in the golden navigation box at the top of each category page. If you’re interested in learning more about RSS, check out this website.

What forms of payment do you accept?
When you make an order at our site, you can choose to pay by credit card, cheque, money order, or "pay in store." (Note: "Pay in store" only applies to our Sydney shop at present.) We accept Visa, Mastercard, and American Express. All cheques and money orders must be drawn in Australian dollars.

How accurate are your stock levels?
The stock levels on our website are made up of the stock in our Sydney shop plus additional stock we keep at our warehouse. Our computer system updates the web stock levels every night, so the website is usually fairly accurate. Computers can make mistakes though, and occasionally stock isn’t where it’s supposed to be (or might be on hold for another customer). We’re always striving to make the system more responsive and accurate, and we apologise in advance for any mistakes that might occur!

Currently it is not possible to view Melbourne shop stock levels online. If you need to enquire about stock in our Melbourne shop, we recommend you phone them. Details are on the Locations page.

How quickly will you fill my order?
We check the Internet orders at least once a day, depending on how busy we are in the shop. Most of the time we’re able to process your order within a day or two, as long as we have the stock!

How is shipping calculated?
Currently our website will assign a shipping and handling charge for domestic orders based on the total dollar value of your order. Once we have your items together, we’ll weigh the package and adjust the shipping accordingly. (We use Australia Post for all our shipping.) This amount is often reduced (and never increased), so please consider the quoted amount as a maximum. We hope to soon move to a weight-based system that will give you a more accurate quote when making your order. You can read more on our Shipping & Returns page.

Can I return my order?
We’re happy to accept returned stock with a few conditions. First, we can only give a refund if the goods are damaged or we sent you the wrong item. (Please see the Office of Fair Trading website for more details.) For normal stock, we are happy to offer a credit note or exchange for goods purchased in our store (with the exception of charts, patterns, cut fabrics, and knitting needles). We ask that you please save your receipt to verify when and how much you paid for the item. We do not offer exchange or credit on sale stock sold during our twice yearly sales.

Why haven’t I gotten an email about my order?
Occasionally we’ve found that some spam filters mistakenly label emails from our website as spam. If you’ve made an order and you haven’t received a confirmation email from us, please check your email program’s spam folder. You can also log in to My Account and view your Account History to see any messages that we’ve sent you.

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