Shipping Information

Postage Providers

We use Australia Post for all of our deliveries except where our products are outside their maximum dimensions.

  • No items with one dimension exceeding 104cm
  • No items with cumulative dimensions exceeding 140cm

If your order exceeds either of these conditions the website will not process your order so please call us for assistance, we can split the parcel into the minimum number of parcels we can to send your order efficiently, or engage Pack and Send who have a local office across the road from us.  Their minimum starting rate is $50.00.

 

EXPRESS POST-Next day delivery cannot be guaranteed

Mittagong’s postcode, 2575, is outside Australia Post’s Express Post guaranteed next day delivery zone, please be mindful of this, when planning your purchase.  Australia Post usually do a great job in getting it to you as quickly as possible and often do manage next day delivery despite our location.  However, recently this has deteriorated and sometimes it is bl**y awful.

If you have a limited time frame for delivery, we strongly recommend you consider EXPRESS POST but are unable to accept responsibility for delivery times once an item has been posted.  Recently an EXPRESS POST item from a supplier took 5 days to get from Chullora Mail Centre in Sydney to Mittagong (I could have walked there and back 3 times) apparently this is considered acceptable.  Please believe we are as frustrated and angry about this as you.

 

Anticipated delivery times

Our website software is compliant with Australia Post charges and publicly accessible information on anticipated delivery times.  This is usually accurate, however neither our website host, our software producer or Victoria House Needlecraft are able to accept responsibility for Australia Post not achieving these times, nor the whims and fancies of their new delivery schedules.  We post every business day, generally between 2pm and 3pm, and around 4.30pm on a Friday.  (In the past 7 years Australia Post has only completely lost 1 letter.)

Having said that, there have been some parcels and letters that have been delayed in delivery by up to 3 and a half weeks, upon querying this with Australia Post Customer Service I have been informed that they regard this as within reason, however they will launch an investigation for a parcel (letters are untraceable) if it is more than a week past its anticipated delivery date.

 

What does Standard Post cover?

In December 2015, we upgraded our postage service to the CLICK and SEND service in order to improve delivery times. Changes to parcel postage since April 8th 2013 mean all small parcels will now have a tracking number.  Regular parcel post is used unless you have purchased EXPRESS post.   You can also phone or email the shop and have your order sent by Registered Post which costs extra.  Insurance cover can also be purchased.  99% of our customers are very happy with the Standard Post option and the service it provides.

 

Why is your basic postage so expensive?

Unless an item is outside Australia Post’s maximum weight and dimension limits we use their services, our site’s postage software has a default minimum charge of $7.45, which is Australia Post’s minimum charge (as of 2nd March 2015) for a small parcel under 500g, EXPRESS POST is $10.20. Many of our smaller items are able to be posted in a large letter (ie will fit in an envelope smaller than 260mm x 360mm x 20mm thick) so we will refund excess postage charges when processing your completed order.

Minimum postage charge for small items (less than 125g) is $2.50, larger and heaver letters between 125g and 500g will be charged as below from January 4th 2016).  Once we have processed the order, the refund is processed as instantly as your original payment was made.  How quickly you receive it will depend on your method of payment

  • PayPal account – instantly
  • Credit Card – 2-3 business days depending on your provider’s arrangement with PayPal
  • Direct Debit – up to 6 business days depending on the arrangement between your bank and PayPal

 

Large letter rates from January 1st 2016

From January 1st 2016 Australia Post letter rates will increase, all letters from us will be sent via their Priority Post service.  Only charts and paper product can be sent in an Express Post letter, thread and fabric orders requiring Express Post delivery must be sent as parcels (yes even just 1 thread) at a cost of $10.20.  Australia Post rates from January 1st, 2016 are as follows for Priority Post letters

Up to 125g        $2.50

125g to 250g    $3.50

250g to 500g   $5.50

 

Packaging

Due to increasing costs, we are unable to continue to absorb packaging costs on smaller orders.  To continue to maintain our “no minimum order value policy” orders less than $20.00 (excluding postage costs) will have a $2.00 packaging fee.  All orders exceeding this amount will continue to pay only the amount we pay to Australia Post.

 

 

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