Frequently Asked Questions


What credit cards do you accept?

We accept Visa, American Express, Mastercard and JBC.

 

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 not be a regular event, rather an occasional one. 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.

 

How do you ship your parcels?

Online and phone orders are shipped via Australia Post. Orders generally take 2-10 days to reach most destinations within Australia.

We make every effort to pack and ship your order quickly and aim to have this happen within 24 hours of receiving your order.

Our checkout system only allows for flat rate shipping, often this will work to your advantage, but in the instance of orders of very small items, we will endeavour to refund the difference in shipping rates. If this is a concern to you, please email us prior to checkout to ask for a reduced shipping rate.

We are happy to ship items internationally, please email us for a quote.

 

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 knit/crochet needles) 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 knitting/crochet needle?

If you purchased the wrong sized knitting/crochet needles these must be returned within 2 days and an exchange of needle size will be arranged. If we happen to be out of the required needle size we will supply this when stock is replenished or process a refund.

 

What do I do if I purchased a knit/crochet pattern or pattern book and no longer want it?

We are unable to accept return of patterns or books unless faulty, so please choose carefully.

 

Who covers the cost of returning a product?

You are responsible for returning the product to Salamanca Wool Shop.

 

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. International purchases over $300 are GST free.

 

Do you ship internationally?
Yes, we are happy to post orders internationally. Please 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?
Our bricks and mortar store is open Monday - Friday 9:30 – 17.30, Saturday 9:00 – 16:00 and Sunday 10: - 16:00

 

Do you accept wool for return?
Yes, if within 30 days of purchase and the wool has not been used, ball bands are intact and the balls/skeins are of the correct weight. After this time we do not accept wool for return.

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!

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 info@salamancawoolshop.com to receive your tracking number.

To track your order, please go to http://auspost.com.au/track 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 info@salamancawoolshop.com

 

Who do I contact if I'm having trouble ordering online?

Please feel free to email us at info@salamancawoolshop.com or call us on 03 6234 1711 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 info@salamancawoolshop.com 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 delivery at your specified delivery address.

 

You could not find the answer to your question here?

Lil, Ann, Jan, Kate and I are happy to provide you with the assistance that you need. Please contact us at info@salamancawoolshop.com or call us on 03 6234 1711 during shop hours.

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