Where are you and what are your shopfront hours?
We’ve recently moved to a gorgeous, light filled warehouse in Williamstown and no longer have a shopfront space, operating exclusively online. We are happy to accommodate shopping by appointment Monday to Friday, please call us on (03) 9315 1995 to schedule a time to come in. As we are a working print and dye studio, we may not be able to accommodate last minute appointments and recommend calling at least 24 hours in advance to ensure we can safely take you through the warehouse.

If you would like to send us something, our mailing address is 3/10 Akuna Drive, Williamstown North, VIC 3016.

Can I pick my order up?
Yes! After a long wait, our retail permit for the warehouse has finally come through and we can now allow customers to pickup their orders from 10am til 4pm, Monday to Friday. You can select Local Pickup at Checkout to remove the shipping charge and we will email you with pickup instructions as soon as your order is ready.

Can I add to my my order before delivery?
If you would like to add items to be sent with an order, please place another order online, use code ADDTOORDER at checkout to remove the shipping charge and leave us a note to combine with your previous order. Please note: this code is only to be used to add to an existing order that has not yet been shipped. Any orders using this code to remove shipping from standalone orders will be sent an invoice for the shipping cost.

Can I place my order over the phone?
We recommend placing your order online when possible to avoid any mistakes in taking down your information, however we can process a phone order if nesessary. Please note that phone payments are made using the same secure online gateway as our website credit card payment processing (by Square).

Do you accept Afterpay?
As of July 2019, we do accept Afterpay, with a $100 minimum order.

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. 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, exchange or store credit within 30 days.

Do you provide fabric samples?
We know it can be tough to choose fabrics online which is why we now offer a sampling service! You can select up to five samples per order at a cost of $2 each. Fabric swatches are roughly 5cm x 15cm in size and ship for free in an untracked envelope. You can order these here.

Please allow for extra time for these to be delivered and be aware that stock can sell quickly, ordering a sample is not a guarantee that the fabric will be available once your sample arrives. We are also more than happy to answer any questions at all about the hand or suitability of the fabric for your project, please give us a call Monday through Friday, from 10am til 4pm, at 03 9315 1995 so we can answer any questions you may have.

What are the washing instructions for my fabric? Do I need to wash before sewing?
We always recommend washing your fabric before sewing garments as you want to get any shrinkage out of the way before sewing (all natural fibres will shrink, generally 3-4%). We encourage cold water washing and air drying to maximise fabric longevity and minimise shrinkage. If washing in very hot water (as you would for mask making) or putting fabric through a dryer, you will experience significantly more shrinkage, generally 5-6% but it varies from fabric to fabric, of course. Any of our fabrics that require special handling will contain washing instructions in the product listing.

We also recommend overlocking the edges of your fabric before washing as this will reduce the amount you will lose to fraying when washing.

Can I have my yarn purchase wound?
Yes! We are happy to wind your skeins into balls before shipping at a cost of $2 per skein, you can select the yarn winding option when ordering. Please be aware there may be a 1-2 day delay in sending out orders requiring winding, depending on quantity.

What are your delivery costs?
Within Australia, we offer flat rate shipping  for a cost of $10, no matter how much you order.

Can I track my delivery?
All orders are sent with Australia Post’s eParcel or Parcel Post service 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.

How long will it take my order to arrive?
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 Williamstown North, Victoria 3016. We send orders out Monday through Friday, please allow for 1-2 business days before shipping.

If you require your order to be shipped and delivered quickly, please contact us at shop@fibresmith.com.au or 03 9315 1995 during opening hours to organise express shipping (extra charges may apply).

Can I add to my my order before delivery?
If you would like to add items to be sent with an order, please place another order online, use code ADDTOORDER at checkout to remove the shipping charge and leave us a note to combine with your previous order. Please note: we tend to get orders out quite quickly during during business hours (Monday to Friday, 10am to 4pm) so if adding to an order during these hours, please call us at (03) 9315 1995 prior to placing your order.

Do you ship internationally?
Yes! International deliveries are calculated by weight, the current starting rate, for up to 500g, is as follows:
New Zealand – $18
North America – $24
UK & Europe – $30

The starting rate for Standard Airmail, which includes tracking, will be displayed and charged at Checkout but additional costs may apply if your order weighs over 500g. If your order does weigh over 500g, we will email you a final shipping cost, payable via Paypal or Square invoice. To confirm final costs before Checkout, please contact us at shop@fibresmith.com.au with your order requirements and address so we can provide a quote on shipping charges.

All taxes, customs and duty charges for International orders are the responsibility of the receiver. We do not offer returns or refunds for customers who refuse to pay the the duties and taxes and we will treat the parcel as abandoned. Please research your own country’s limits and rates surrounding imports before ordering.

The current shipping estimates for Standard Airmail delivery to all countries is covered here on the AusPost website, we recommend you check this chart before ordering. If your international order has not arrived after 12 weeks, please contact us at shop@fibresmith.com.au.