Customer Service

Order Processing Time:

We endeavor to process all Orders within 1-3 days from receipt of payment.   If we are out of stock of an item, we will contact you immediately to advise and discuss options.

Great care is taken in providing you with the highest quality goods available.  In some circumstances, there may be a delay in delivery whilst we Order in extra stock that will have the same dye lot to fill your order.

You may requested this option at time of Ordering if applicable.

Please note all estimated shipping times are from date of dispatch, not date of order.

Shipping & Delivery:

All goods are sent with Australia Post based on a flat rate Australia wide.

Goods are prepared and sent with Australia Post either Express Post or Parcel Post as both options offer a Tracking facility.

Once your Order has been processed,  we add that Reference Number to your online Order Confirmation email generated from the website so you can keep track of your delivery.

Please check your “Junk” folder should this confirmation email not arrive within a timely period.

We do not send goods without a tracking option as this eliminates the issue of non delivery.

Approximate delivery times are 5-10 days for regular parcels, 1-3 days for Express Post, the size of your order determines how your Order are sent.

**Please note that due the Covid 19 restrictions, delivery times may vary greatly and are out of our control once posted**

Packaging

In line with environment considerations, we try and keep our packaging to a minimum, and look to recycle rather than use a new bag, especially for plastics.  Please note however, all care is taken that your product will arrive in pristine condition.

International Shipping:

At this time, we are unable to offer international shipping from the Website.  Please contact us direct via email to make arrangements for purchase, payment and delivery.

Payment Options:

All Orders are prepaid by Credit Card, Paypal, EFT or Cheque.   Goods are only sent once payment in full is received.

Returns or Replacements

Faulty Items:

Any items that are faulty (that do not perform as expected)  will be replaced (if still in stock) or refunded.   Please let us know if you have received a faulty item within 5 days of delivery before  sending the item back.    As per Australian Consumer Law, it’s the buyer’s responsibility to pay postage when returning goods.  However, if an item is proven to be faulty we will refund postage upon receipt of returned goods.

We will not accept returns or be held responsible for product selections based on online Color Charts,  as we cannot control how your monitor displays online color definition.

If you change of mind:

Under Australian Consumer Law, we are not obliged to accept a return of a product because you have changed your mind.  However, as a show of good faith, we will accept an exchange of product on the following conditions ONLY:

– You notify us within 5 days of delivery of your intent to return (prior to sending anything back)
– Goods are received intact and in their original condition as supplied by Mt Eliza Needlework Pty Ltd
– Any packaged goods must be unopened

All Postage for either returning products to us and/or us forwarding exchanged goods to you, is to be paid by you and must be in a suitable Australia Post envelope or satchel which has a Tracking facility.

Please include a suitable self addressed Australia Post trackable envelope or satchel when returning goods to be exchanged. 

Clearance items cannot be returned under any circumstances.

Patterns cannot be returned or exchanged due to copyright laws.

Canvas/Fabrics  that have been cut specifically to your Order can not be returned.