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Frequently Asked Questions

What are your opening hours?
At present our bricks and mortar store is open Monday - Friday 9:30 m- 17:00, Saturday
9:30 – 15:00. We are closed Sunday and Public Holidays.

Any changes to these hours are noted on our website, Facebook, Google my business
pages and Instagram.

What does your Loyalty Program provide?
Customers at the time of their first purchase can opt into our loyalty program. We will
add your customer details to our database. Your future purchases will be eligible for a
10% discount. Sale items are excluded from the loyalty discount.

You will be provided with a discount code to apply to your online purchases. It is your
responsibility to apply this code. When in store shopping remember to advise the staff
that you are a loyalty member.

There will also be special loyalty member offers throughout the year.

What credit cards and payment options do you accept?
In our physical store we accept Cash, Visa, American Express, Mastercard, JBC and

Online purchases can be paid with Visa, American Express, Mastercard, Afterpay,
Applepay, Googlepay, Paypal or bank transfer.


Do you send out a newsletter?
We send out a monthly newsletter. You will have opted into this newsletter.

You can also opt into our monthly yarn newsletter which is focussed on our crafting
community. You can do this by emailing us at and
request to be added to the yarn newsletter.

If at any time you wish to unsubscribe, you can do this from the newsletter or by emailing the request to us at


How do you ship your parcels?
We aim to ship parcels within 48 hours, using Australia Post. If goods are unavailable for
delivery, we will contact you to discuss how you wish to proceed with the order.
What is your postage cost?
Postage within Australia is $12.60 for orders under $250.00, orders over $250.00 are free.

Please note that exclusions apply to our flat rate Australian shipping fees for bulky items,
regardless of the total cost of your purchase. The bulky item may occur due to individual products or the combined products. Increased postage costs will be identified on individual items, advising that it is subject to bulky shipping rates. If not charged at checkout we will contact, you to arrange payment of this extra postage charge.

International postage is charged a flat fee of $100.00 and once posted we refund the difference. In the event the postage cost is more, we may contact you to request
payment of the outstanding amount, prior to sending the item.

Express Post incurs a flat fee of $16.50. Orders must be received by 13.00pm to be
eligible for express post of that day. 

We also offer a local delivery service for purchases where the delivery address is within
a 10km radius of the shop. The cost is $15, and the delivery will occur within 48 hours of
the purchase.

If you have a query about postal charges, then please email or call us on 0439 167 699 or +61 3 6234 1711 to clarify
your postage costs.

What do I do if the size of the garment is not right?
Please contact us to arrange return of the garment. This must be done within 30 days of

We will exchange it for the correct size or if the product is no longer available, we can
look at an alternate product, gift voucher or refund.

Ideally, we would like a copy of your receipt, but if provide us with details of when you
made the purchase, we will be able to find the sale in our system.

What do I do if the product is faulty?
Please contact us to arrange return of the garment. This must be done within 30 days of

We will repair or replace the garment. If we can do neither of these, we will discuss
alternate products or a refund.

Ideally, we would like a copy of your receipt, but if you provide us with details of when
you made the purchase, we will be able to find the sale in our system.

What do I do if I am not happy with the purchase?
You have the option to return your purchase (other than yarn, knit/crochet needles,
pattern books, pattern leaflets and magazines) within the first month of purchase. We will
happily exchange, refund, or supply store credit, but you do need to contact us within a
month of the purchase.

Ideally, we would like a copy of your receipt, but if provide us with details of when you
made the purchase, we will be able to find the sale in our system.

What do I do if I purchased the wrong yarn or knitting/crochet needle or
Unfortunately we do not do exchange or accept returns on yarn or knitting/crochet
needles, pattern books or magazines. Please choose carefully.  

We are more than happy to hold yarn if you are unsure of the quantity or colour that you
will need.

What do I do if I purchased a knit/crochet pattern or pattern book or magazine and
no longer want it?
We are unable to accept return of patterns, magazines or books, so please choose

Who covers the cost of returning a product?
You are responsible for returning the product to Salamanca Wool Shop. If it is a
manufacturing issue, we will reimburse you the return postage cost.

Do you always have stock available?
As we sell through our online store and our bricks and mortar store occasionally our
stock count may be out. If an item on your order is unavailable, we will contact you to
see if you would like the item to be placed on backorder. Please email us if you have
questions about availability.

Do your prices include GST?
Yes, all domestic purchases include GST. 

Do you ship internationally?
Yes, we are happy to post orders internationally. We charge a flat fee of $100.00 and
refund the difference once we have posted the item. If the cost is more, we will contact
you to discuss. You can email us for a shipping quote before ordering.

Will all my yarns be from the same dye lot?
We will ensure that all yarns of a particular colour are from the same dye lot. If we are
unable to do this, we will contact you before completing your order.

Do you accept wool for return?
No we do not accept wool for return unless there is a manufacturing fault. If you think
there is a manufacturing fault, please call us to discuss. 

We do offer a wool hold system, where we will put wool aside for you. You purchase this
wool as you need it. This ensures you have enough wool in the correct dye lot and you
are not buying more wool than you need.

How do I use a promotional code?
Once you've reached the checkout stage, enter your promotional code into our discount
bar, enter the correct code and click 'Apply". If the code is valid, your discount will be
applied! If for some reason your discount code does not apply, then abandon the cart
and contact us via phone or email. 03 6234 1711 or

Please note, only one promotion/discount code is redeemable per order.

What if I am not at home when my order is delivered?
We want to ensure your parcel will arrive securely, so we use Australia Post tracked
delivery. Australia Post take photos of the delivery and if required they will leave a card
for you to take to your nominated Australia Post branch to pick up your parcel.

How do I track my order?
You will receive an email with a tracking number once your parcel has been shipped. If
you are still unable to locate this anywhere you are welcome to contact us at to receive your tracking number.

To track your order, please go to or the website of your
national postal service.


What happens if my parcel doesn't arrive or is lost in transit?
Once your parcel has left our store/warehouse they are then property of Australia Post.
Salamanca Wool Shop is legally not responsible for lost or damaged goods. However, if
your parcel does not reach you within our delivery time, we will do all we can to track
and find your parcel for you. Contact us at

What do I do if I have to cancel or miss a class that I have booked?
If you find you have to cancel your class and it is more than 7 days before the first
session, you will receive a full refund. If it is 7 to 2 days (48 hours) before the first
session, you can either receive a store credit or register for another class. If it is within
48 hours before the first session, you will not be able to receive a refund or a store
credit. If you miss a class, we will discuss some make up opportunity.

Who do I contact if I'm having trouble ordering online?
Please feel free to email us at or call us on 03 6234
1711 or 0439167699 during shop hours.


How do I know what size I am?
Sizes of clothing varies from label to label and even within a label some of the styles can
be more generous than other styles. We provide sizing charts for labels where we have 
that information.

If you have a query or concern about the sizing of the garment you are
looking at please contact us at or call us on 03 6234
1711 during shop hours.

How do I care for my garment?
Always follow the care instructions provided with the garment. If you are unsure of a
garments care label, please contact us or visit the manufacturer's website for care

Always use an approved wool detergent when washing woollen garments. For garments
that specify dry-clean only, we recommend the use of a specialty dry cleaner.

If your garment is damaged because it was washed incorrectly, we are unable to accept
this back as a return.


What happens if a button falls off or a zipper toggle falls off?
If you damage a garment after wearing it e.g a button falls off or the zip breaks we are
happy to discuss the problem. In some instances, we may be able to help at no charge
or for a small fee. Each circumstance is different and that is why we ask you to contact
us to discuss the problem.

When does ownership pass to me?
Ownership of and risk of damage in the goods passes to you upon postage to you or
when you purchase the product in store. 

You could not find the answer to your question here?
We are happy to provide you with the assistance that you need. Please contact us at or call us on 03 6234 1711 or 0439 167 699 during shop

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