Frequently Asked Questions

Shipping Methods

Do you ship Internationally? We ship to every state and territory within Australia. We do not ship internationally.

From where will my parcel be shipped? All orders are shipped from our warehouse located in regional NSW, Australia. We aim to ship all orders within 2 working days of receiving your order.

How will my parcel be shipped? All orders are sent via Australia Post.

Will I be able to track my order? Yes, all orders will receive a tracking number once the order has shipped, and can be monitored via the Australia Post web site.

How will I receive confirmation of my order? Once we receive your order you will be sent an email to the email address you provided in your order. An email confirming shipment will also be sent once your order has been dispatched. If your email does not appear in your primary inbox, check your "Promotions" and "Spam" inbox as well. Occasionally emails may end up in these folders, depending on the settings of your email provider.

How is postage calculated? All orders are shipped at a flat rate of $10.00 to all addresses. Orders over $150.00 ship free.

Can I opt for Express Post? Yes, Express Post is available at a flat rate of $15.00, and can be selected as a shipping option at checkout.

How will my parcel be packaged? We use recycled or recyclable materials to safely pack and protect your order.

Do you offer in-store pick up? As we are only an online store, we do not offer in-store pick up.

What happens if my parcel goes missing? All care is taken in packing and shipping your order, however we are not responsible for lost packages or if an incorrect delivery address was supplied at the time of ordering. Once your parcel leaves our hands we have no control over when Australia Post delivers your parcel. In the unlikely event of your parcel going missing you will need to contact Australia Post directly.

What if my parcel arrives damaged? Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please document any damage to the parcel (including a photo if possible), and contact us immediately via email at hello@thekraftymobile.com.au

For a full overview please refer to our Shipping Policy.

Payment Methods and Credit Card Security

What payment methods do you accept? We accept payment via Visa, Mastercard and PayPal, plus the convenience of Apple Pay when you order via your mobile Apple device.

Do you keep my credit card number on file? We do not have access to the credit card numbers of any of our customers, so do not keep on file any of your card details. All transactions take place through a third party provider (Shopify).

Do you keep information on my orders? We collect names and addresses provided by you when completing an order only for the purposes of shipping your order. If you opt in to receive newsletters, your email address will be used to send emails. You can unsubscribe from this at any time via an opt out prompt at the bottom of the newsletter. We respect your privacy and do not share this information with any other third party, unless required by law, and as required to ensure the secure operation of the web site.

Why am I required to provide a phone number with my order? We aim to provide you with the best possible service, and only require a phone number in the event we need to confirm any queries with your order. Personal phone numbers are not used for any other purpose.

For a full outline of how Shopify handles information please refer to our Privacy Policy.

Returns

Am I able to return any items? If you simply change your mind, purchase the wrong item or too much of a particular item, a refund is not available. Please visit the Australian Office of Fair Trading guidelines for further information.

When am I eligible to return an item and receive a refund? Please select your purchases carefully, as a full refund will only be offered on faulty products or items incorrectly sent.

Please see our Returns Policy for full details.

Product Details

How accurate are the images of the products? Please note that every effort has been made to ensure a reasonable accuracy in the colour and texture of all products, but due to differences in individual devices and monitors, we cannot guarantee that a colour on your screen will be an exact match to the product. If the colour varies slightly from the image this is not considered to be a fault. Images are accurate and up-to-date at the time of publishing the web site. Occasionally manufacturers may update their packaging, or covers of books may be changed. Where the actual product remains unchanged, this slight change may not necessarily be reflected in the product image.

Please see our Refund Policy for further details about yarn colours and timber products.

What does out of stock mean? When this is indicated in a product description, it means that we do not currently have stock of that particular item. Due to supply chain issues associated with COVID, and the long wait times on some products, we only accept orders on items that we have physical stock of - we do not wish to receive payment for items we cannot ship immediately.

If we believe we can no longer source certain products in a reasonable time, we will archive or remove those items from our store.

Why am I being asked to remove an item from my cart? We only accept orders for items we have in stock. If your cart requests you order fewer items, it will reflect the number of items we have available for shipping, and you will be able to order that amount.

Why was my order cancelled? We will cancel an order before shipping if we are unable to locate items in the warehouse. In which case, we will attempt to notify you via email or phone, and a full refund of the particular items will be given. Also, if Shopify deems the transaction to be fraudulent, the order will be cancelled.