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  • Frequently Asked Questions

FAQ's

 
 
Do you accept phone orders?

Yes, we do accept phone orders. Browse through our website to see what products we have available, then call us on 1800 338 837 from Monday to Friday, 9am to 5pm and we can assist you with placing an order. Orders can be made on your behalf when paying with credit card, but we cannot place an order for you using PayPal or Afterpay.

How can I check on my order?

Once we have shipped your order via Australia Post, we will email you with a tracking order number so you can track progress of your delivery.

Can I order from outside Australia or send a package to outside of Australia?

Yes, we accept orders worldwide. Orders shipped overseas are exempt from GST charges, however the recipient is responsible for any customs fees and/or taxes. Orders are sent via International Post Courier and are registered. Please allow 14 business days for orders to be received after a 48-hour processing period. International orders will only show up on the tracking when they arrive at the country of destination.

What if the item I am looking for is not shown on the website?

If the item you are looking for is not shown online, please call us on 1800 338 837 or email us at info@creswickwool.com.au so we can try and locate the item for you.

Can I modify or adjust my order?

If you would like to modify or adjust your order please get in contact with us as soon as possible by calling 1800 338 837 or emailing info@creswickwool.com.au. Please be aware that if order has already been shipped it will not be able to be adjusted.

How can I purchase a gift voucher?

Gift vouchers for our stores can be purchased online. The gift voucher will be posted to you using our standard delivery processes. Please note that gift vouchers cannot be processed online at this stage.

Can I order an item online and pick it up from you at a store?

At this stage, we do not have the capability to order online for instore collection. All our web orders are dispatched out of our warehouse in Creswick.

How can I pay for my order?

We accept payments from Visa, Mastercard, American Express, PayPal and Afterpay.

 

Is my credit card number and personal information secure?

Yes, we use the eWay Payment Gateway to ensure all data is secure and safe.

How quickly do you ship?

We offer Registered Post through Australia Post. Please allow 5 to 7 business days for your delivery to arrive. Please note that all orders are shipped out of our warehouse in Creswick. Delivery time varies according to destination.

What if I haven’t received my order?

If you have not received your order after 5 to 7 business days, please use the tracking number emailed to you to track your order on the Australia Post website: http://auspost.com.au/track/. Please check your local post office to see if your goods are waiting there for you. If you still cannot locate your parcel, please contact us on 1800 338 837 or info@creswickwool.com.au.

How can I return or exchange my merchandise?

Please refer to the Return & Exchanges section at the bottom of the page.

What if the merchandise is not in stock?

Unfortunately, on rare occasions an item you ordered may go out of stock before we are able to remove it from the website. If you have ordered an item that has gone out of stock, we will contact you to see if you would like a similar product or to let you know how long it will be before it is back in stock. If you are not satisfied with these options, we will happily process a refund for you.

 
How do I contact you?

Please call us Monday to Friday between 9am and 5pm on 1800 338 837 , or email info@creswickwool.com.au.