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Frequently Asked Questions

What credit cards and payment options do you accept?
We accept Visa, American Express, Mastercard and JBC. We also offer afterpay. Online purchases can also use paypal and bank transfer.

How often do you send out a newsletter?
You are on our newsletter mailing list because opted to receive it. We hope you will enjoy the newsletter which will generally be sent once a month. We too hate to be bombarded with newsletters.

We will look to create a purely yarn focused newsletter just for the yarn lovers. Again this will have no set publication timeframe, however we are aiming for once a month.

What does your Loyalty Program provide?
Those customer who are a member of our loyalty program receive a 10% discount on purchases after their first purchase. Sale items are excluded from the loyalty discount. There will also be special member offers through out the year.  

How do you ship your parcels?
We use Australia Post and make every effort to pack and ship your order quickly and aim to have this happen within 24 hours of receiving your order. Orders generally take 2-10 days to reach most destinations within Australia.

Instore and online purchases over $250.00 are posted within Australia are free. Purchases below $250 incur a flat $12.60 postage charge when purchased online or instore. Please note we may require you to pay additional postage charges dependent on the weight and size of the parcel. 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.  

Express Post incurs a flat $19.00 fee. Orders must be received by 12.00pm 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 24 hours of the purchase. 

If you have purchased via ebay then your postage charge is subject to our ebay postage policies. These are: Australia - a flat fee of $15.00,  International $100.00.  On international postage where we are able to post at a lesser cost we will refund the difference. 

If you have a query about postal charges then please email ( or call us on  0439 167 699 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 purchase.

We will exchange it for the correct size or if the product is not 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 purchase.

We will repair or replace the garment. In the event that 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 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 (all but yarn, knit/crochet needles and pattern books, magazines) if you are not happy with it in the first month after 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 magazine?
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 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, magzines or books, so please choose carefully.

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 may be out. If an item on your order is unavailable we will contact your 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. You can email us for a shipping quote before ordering.

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

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 and closed Sunday.  Closed Public Holidays. 

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

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 dyelot 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!  Iffor some reason your discount code does not apply, please contact us. 

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 in great condition and securely so if you are not at home when your package arrives, for Australian orders, Australia Post will leave a card which you just need to take to the 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 parcels have 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. Unfortunately, if you miss a class, there are no available make up classes.

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 have chosen 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 details.

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 offer assistance 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 hours.


You’ll receive an occasional newsletter and information about our products