FAQ: You Ask and We Answer
What are your shopfront hours?
We are open Tuesdays and Wednesdays from 10am til 3pm and Thursdays, Fridays and Saturdays from 10am to 4pm.
Can I take public transport to your shop?
Yes! The number 432 bus to Newport picks up from Yarraville Station and stops on Francis Street almost directly in front of Wembley Ave, only a very short walk up to number 14.
What is your Return/Exchange policy?
We are happy to refund or exchange most items within 30 days of purchase as long as they are returned to us in unused condition and packaging, if present, is intact (for refunds on item purchased in store, a receipt with order number is also required). The exceptions to this are cut fabric lengths and wool that has been wound into balls, unless these are deemed faulty in some way. All faulty items can be returned for a replacement or exchange within 30 days.
We offer flat rate shipping to all locations or a free ‘Local Pickup’ option if you are able to come into the shop to pick up your order. Flat rate shipping within Australia is $8, to New Zealand it is $18, delivery to North America is $22 and Europe/UK is $28 (International customers: we are able to ship small, flat items items, such as a single paper pattern or up to three Maze & Vale Sample Packs, in an envelope and take advantage of cheaper shipping rates, please email firstname.lastname@example.org with your order requirments for a quote).
Can I track my delivery?
Orders within Australia are sent via Parcel Post and have tracking available for each delivery. Your tracking number will be included in your Order Completion email and you can also find it in your order history by logging into your Fibresmith account.
International Orders are sent via Australia Post Airmail and do not include tracking unless the order total is over $250. If you would like tracking for your International order, please contact us at email@example.com so we can provide an estimate of additional charges.
Please allow for up to 2 to 3 business days for your order to be sent out. We currently send all parcels via Australia Post and actual delivery times vary depending on your location. Please visit the Australia Post website to obtain a delivery estimate to your location from Yarraville, Victoria 3013. If you require your order to be shipped and delivered quickly, please contact us at firstname.lastname@example.org or 03 9315 1995 (during opening hours) to organise express shipping (extra charges will apply).
International orders generally take 1 to 2 weeks to arrive but may take up to 8-12 weeks (in very rare instances) if held up in the destination country’s border entry/customs. If your international order has not arrived after 12 weeks, please contact us at email@example.com