Customer Service

/Customer Service
Customer Service 2018-05-31T23:56:56+00:00

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. 

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 three sizes of  flat rate shipping costs relevant to the item size and weight. 

Goods are prepared for sending with Australia Post and are sent either Express Post or Parcel Post as both options offer Tracking facility with Australia Post.   Once the your goods have been sent, we add that Tracking Number to your online Order and add the Tracking number to your Order on the website so you can keep track of delivery.   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.

International Shipping: 

At this time, we are unable to offer international shipping from the website.  Please contact me to make arrangements for purchase, payment and delivery.

Payment Options:

All Orders are prepaid via Paypal as we are no longer able to accept direct Credit Card payments.

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.

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
– Fabric must be returned exactly as supplied i.e. unwashed and uncut

All Postage for either returning products to us and/or us forwarding exchanged goods to you, is to be paid by you.  

Exchanged goods will only be sent to you 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.