Frequently Asked Questions.

How much is postage?

I have a flat rate postage and handling fee of $10 within Australia.

Postage is free on orders over $150.

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Do you offer Express Post?

I offer Express Postage using Australia Post Express Post satchels - $15. Please note that delivery timeframes may vary with Australia Post which is beyond my control.

 

Do you offer Free Pick-Up?

I offer free pick-up from Jindalee, Western Australia, 6036. I will contact you once your order is ready to organise a suitable pick-up time.

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What packaging do you use?

I send my parcels via Australia Post using their satchels and use recycled packaging wherever possible to wrap your goodies.​

 

Do you ship Internationally?

In an attempt to stay true to my 'Shop Locally' beliefs and to minimise any negative impact on the environment, I do not ship outside Australia.  I hope you find and fall in love with a similar item closer to you.

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What is your Returns Policy?
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I carefully create and stock high quality items, which I am sure you will love; but of course, I want you to feel confident when shopping at Spindle & Spool.

With this in mind, I understand from time-to-time you may need to return an item.

Before returning any items please contact me to discuss your reasoning and obtain approval to return the discussed item(s). You can contact me at sue@spindleandspool.com.au

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I will provide a refund, exchange, or store credit for your item(s) under the following conditions:

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·    You must contact me before returning an order for return approval.

·    For a full refund, you must return the item within 7 days of receiving it.

·    Proof of purchase must be provided.

·    All items MUST be in their original condition: in their original packaging, unopened, unused and with all tags attached.

·    Refunds, exchanges or store credit will be applied for the price of the product only. i.e. shipping costs are excluded.

·    Spindle & Spool will not cover the cost of shipping your item back to our store. As a small business, I am unable to cover these costs. Shipping charges will be waived, however, if the item being returned is faulty.

·    When returning an order, I cannot be held responsible for goods that are lost or damaged during return shipping. I recommend all items are securely packaged to avoid damage during transit, and sent using registered post.

·    Store credit will be valid for 6 months.

·    Refunds or store credit will only be processed once the item(s) are received by Spindle & Spool.

·    No refunds, exchanges or store credit will be given on sale items.

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Damaged or Faulty Goods

If your order arrives faulty, or is damaged during transit with the courier, please contact me within 48 hours of receiving your order. If your order is damaged, I will require images of the packaging with the shipping label visible (i.e. the outside of the box or satchel), and images of the damaged product. Once assessed, I will send you a replacement where possible, or, where the product can't be replaced, offer a store credit, or refund.

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Product Variations

Please keep in mind that my products are handmade, so variations can be expected and I am unable to accept returns due to slight deviations in appearance.

Please be aware that screens may cause slight colour discrepancies.

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How to Contact Me

You can contact me anytime via email at sue@spindleandspool.com.au

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Follow me on Facebook: https://www.facebook.com/spindleandspool

Follow me on Instagram: www.instagram.com/spindle_and_spool

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Sue x