Frequently Asked Questions
Pre-ordering
We offer a range of items for pre-ordering. These products are clearly labelled ‘PRE-ORDER’ and the estimated arrival will be indicated.
Pre-orders cannot be cancelled and are non-refundable. However if you have placed a pre-order and we are unable to supply your goods as ordered you are entitled to a full refund of the full amount you have paid.
SUPER IMPORTANT!
When pre-ordering please note delivery arrivals are estimates only and are subject to change. We have no control over shipping and arrival times. We will however do our very best to ensure you receive your items as soon as possible.
PLEASE DO NOT ORDER INSTOCK ITEMS WITH PRE-ORDER ITEMS.
If you place an order containing both Pre-order and In-stock items your entire order will be held and shipped when all items have arrived.
How to Order Fabric Online
Our fabric can be purchased in 10cm lots, fat qtr’s or metres. This will be clearly stated in the product name.
Fabric is always cut in one continuous length unless you specifically purchase Fat Qtr’s. Please see below for examples. We have an online minimum cut of 50cm.
If you purchase 2 x Fat Qtr’s by default you will receive 2 x Fat Qtr’s.
If you would like your fabric uncut you must purchase it off the bolt.
If you are concerned or have any specific requests please note these in your order notes at checkout and we will be happy to accomodate your requirements where possible.
Phone Orders
If you are not sure about ordering through our website we are always more than happy to take phone orders. Call us on 0401 864 688.
Please note phone orders attract an additional processing fee as determined by our merchant facility of 2%.
Out of Stock Items & Backorders
We try to ensure that all products on our website are currently in stock and the pricing is true and correct. In the event that we are unable to fulfill an order for you, we will notify you within 2 business days to arrange an alternative item, a backorder or a refund.
Payments and Security
All prices on our website are in Australian Dollars (AUD).
Online payment is accepted by Credit Card via the Square payment gateway.
Square works with any Australian-issued and most international chip or magstripe cards with a Visa, Mastercard or American Express logo, as well as bank issued eftpos chip cards.
To keep your data safe from hackers, credit card companies require merchants to follow a series of security guidelines called PCI compliance. Square products are compliant so you don’t have to worry about your data security.
Shipping & Handling
Postage Fees and Insurance
All parcels within Australia are shipped with tracking details and attract a flat rate fee for shipping and handling of $15 (standard shipping) or $20 (Express). Exceptions apply to oversize or bulky orders and orders over 5kg.
Orders are processed and sent within 2 business days and shipping times are estimated at between 3 – 7 business days depending on your location within Australia. Please note postage and handling fees do not include any insurance. It is very rare for a parcel to be lost or damaged but in the case of a lost or damaged parcel we cannot be held responsible. We are also not responsible for any damage to the package or its contents incurred during postage. If you would like to add insurance please comment in your order notes (additional charges will apply).
International Orders
Our website does NOT currently support International shipping however we do accept International orders upon request. To order please contact us on +61 401 864 688 or email us at shop@quirkyquiltingco.com.au. International shipping rates apply and will be calculated at the time of ordering.
Reasons for Order Delays
The following may delay processing and shipping of your order:
1) Public holidays
2) Incorrect address has been entered against the order
3) Payment was unsuccessful
4) The ordered product is in high demand and may need to be re-ordered from our suppliers.
5) Supplier delays in the case of pre-orders etc.
Order Tracking
Once your order is dispatched you’ll receive an email from us containing your tracking number. If you do not receive this email please call us on 0401 864 688 or email us at shop@quirkyquiltingco.com.au. Once you have your tracking number, you can track your parcel by entering the consignment number into the relevant website delivery tracking system. Please allow 24 hours for your parcel to register the consignment tracking number against your order, before attempting to track your parcel.
Refunds & Returns
Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.
Product Warranty
If the item you purchased is faulty, was wrongly described, is supplied incorrectly or doesn’t perform as advertised you are eligible for a refund, exchange or credit.
Change of Mind Returns
If you’ve just changed your mind, we will refund or exchange your goods. However, this offer excludes postage and handling on ‘change of mind’ returns and is only available if proof of purchase is provided. The goods must be returned in a saleable condition, in original packaging and within 30 days of purchase.
‘Change of mind’ refunds do not apply to:
1) Clearance items
2) Pre-orders
3) Sewing machines, overlockers or other electronic items
4) Cut or lineal products including pre-cut items such as fabric unless they are not what you ordered or faulty in some way
Please note a restocking fee of 10% will be deducted from ‘change of mind’ refunds.
Return Process
Instore Returns
Please bring the items along with your original proof of purchase into the store. ‘Change of mind’ returns must be returned in a saleable condition, in original packaging and within 30 days of purchase. If you are unable to bring the items into the store please do not hesitate to contact us on +61 410 864 688 or at shop@quirkyquiltingco.com.au.
Online Returns
Please contact us to arrange your return on +61 410 864 688 or at shop@quirkyquiltingco.com.au.
Refunds will not be issued until the items are received instore and we cannot be held responsible for items lost in transit. Products ordered online can be returned to our store. You will need your online tax invoice (email receipt) as information on this is needed as proof of purchase.
'Change of mind’ returns are not eligible for a refund of the original postage and handling costs. Return postage costs are the responsibilty of the customer. The goods must be returned in a saleable condition, in original packaging and within 30 days of purchase. Please note a restocking fee of 10% will be deducted from ‘change of mind’ refunds.
Where products are incorrectly supplied, damaged or faulty we will refund any postage costs authorised by us prior to return.