Our Store Policies
We are all about customer satisfaction.
Below are our transparent shipping, return and refund policies. We want to ensure that our customers are happy.
If you have any questions or want to get in touch please contact us using the form at the bottom of the page.
We use flat rate shipping rates in an attempt to make things easy and transparent.
Our Australia-wide rates are:
Small and flat: Free!
Large and flat: $3.50
Everything else: $12.50
Orders over $120 are also free.
Flat rates mean that you can order as many items as you want and pay a maximum $16 in shipping, Australia wide.
We do not offer international shipping at this time.
If, for some reason, the actual shipping cost for your order is significantly more than what you paid we will refund you the difference.
Returns and Refunds
Shopping online is difficult, we understand. Sometimes you buy yarn online and when you open the parcel the yarn is too thin, too red or just doesn't have the right squish.
If you are unhappy with item you purchased we will offer you a refund under the following conditions:
The item is in its original condition (unopened, original labels intact, yarn has not been unwound or rewound).
You contact us within 30 days of purchase and request to return the item for a refund, and we agree to do so.
You post the item to us, at your expense.
We receive the item and determine that it's in original condition.
Refunds will be made as a credit to the credit card or PayPal account which was used in the original transaction.
Refunds for change of mind are at our discretion.
Items damaged, not as described or not received
We enthusiastically uphold the Australian Competition & Consumer Commission's consumer guarantees.
If the item you receive from Featherstitches is significantly different from its description or is not fit for purpose then you are entitled to a free return and refund. Please contact us to arrange a return and refund.
Please note that knots or yarn splitting is not considered as 'damage'. However, if you are disappointed in yarn you have purchased from us, please let us know.
We will not replace items lost by Australia Post unless you have chosen to include postal insurance with your shipping (unless the item has been lost through a fault of our own). If your item is lost and you have not included postal insurance you may be able to reclaim your money via PayPal or your credit card company.
Your personal information is safe with us.
Your name, address, phone number and email is collected for shipping purposes. These are stored safely on the Wix server. We will only contact you via email in relation to your order.
Your credit card details are collected and processed via Paypal or Square, depending on which checkout option you choose. We never see this information, but these companies do store them for the purposes of refunds or customer disputes.