FAQ: You Ask and We Answer
What are your shopfront hours?
We are open Tuesdays through to Saturdays from 10am to 4pm. We are closed Sundays and Mondays and usually closed public holidays but please check our Instagram or Facebook page for specific holiday details.
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.
What are your delivery costs?
We offer flat rate shipping within Australia for a cost of $8 or a free ‘Local Pickup’ option if you are able to come into the shop to pick up your order. .
Can I track my delivery?
Orders 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.
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, select ‘Local Pickup’ 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 the hours the shop is open so if adding to an order during these hours, please call us at (03) 9315 1995 prior to placing your order.
How long will it take my order to arrive?
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).
Do you ship internationally?
International shipments are available with costs based on the weight and size of your order. Please contact us at email@example.com with your order requirements so we can provide a quote on shipping charges.
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 firstname.lastname@example.org.