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Q&A

Q. How do I pay for my order?

A. There are 3 choices.
1. You can use Visa/Mastercard and pay using eWay. eWay is similar to Pay Pal, however you do not have to join. It is a secure system for using your credit card online.
2. Bank Deposit - you will be given our bank details (displayed on screen and emailed to you) when you have completed your order. Please use your order number as a reference.
3. PayPal - If your an existing PayPal customer and your prefer this option then you can choose PayPal under payment options of checkout.

Q. How much will postage cost?

A. Our online shopping cart automatically works out the postage cost depending on the weight of what you have ordered and your postal zone. If you are not happy with the postage cost you can cancel out of your order at this stage. We send all parcels via Australia Post and we subsidise the cost by approx. 30%.

Q. I cannot remember my password - what do I do?

A. You can automatically retrieve your password from the "My Account" link at the top of the page. On the "My Account" page look for the "Forgot your password?" link and follow the prompts. Alternatively call Craft Depot during business hours and you will be given a new one that you can change any time.

Q. I cannot log into my account - why?

A. Try again but make sure you are using the correct email address and password. If only one digit or dot is wrong then it won't work, nor will it work if you use upper or lower case which you did not use when setting up your account. If all this fails, you can automatically retrieve your password from the "My Account" link at the top of the page. On the "My Account" page look for the "Forgot your password?" link and follow the prompts. Alternatively phone Craft Depot during business hours and you will get help there.

Q. Do you substitute fabrics if something I ordered is no longer available?

A. Generally speaking - No. We would phone you to let you know and ask what you would like as a replacement or offer a refund. We only substitute if it is a small piece (50cm or under) of a $5.00 p/m fabric.

Q. If I select bank deposit and change my mind the next day and want to pay by credit card, how can I do that?

A. Once you have finalised payment you cannot go back, however you can phone Craft Depot and ask for Mail Order section. They can put your credit card through for you.

Q. If I am at the checkout stage and realize I would like to order more, how can I go back and do this?

A. Click on the View Cart link at the very top of the screen and that will take you back to your shopping cart and then you can click on continue shopping.

Q. How do I transfer products from my wish list to the shopping cart?

A. You double click on each product that you wish to transfer and start the order process.

Q. Can I alter the quantity once it is in my cart?

A. Yes you can. Just backspace over the amount in the long box and enter the new amount and you can also alter the dropdown if you want to. Make sure you then click on Update Quantities and Totals.

Q. It says 1.5 meters left and I need 2 meters for my project - how do I order this.

A. You would have to phone Mail Orders at Craft Depot and ask if there is anymore available.

Q. If I see something I like on the website, can I come into the store and purchase it.

A. You would have to call first as not all the internet stock is available in the store - it is kept in our warehouse as we do not have enough storage space in the shop, however you can order it online and then collect in the shop - see next question and answer.

Q. Can I order online and pick up in the shop at Pennant Hills.

A. Yes you can. You place your order online as normal and in the comments box that comes up at the checkout point, put in there that you would like to Collect from the shop. We will send you an email when your order is ready saying "Awaiting Pickup" and we will refund you the postage in cash when you collect your order. When our new website is finished, we will have a Click and Collect button to solve this problem.

Q. If I am buying something for a present or need it urgently or by a certain date, is there a way to get this done.

A. Yes - just put in the comments box your special requirements and we will let you know how we can help.

Q. Do you ship overseas?

A. We do ship overseas but only to some countries. We do not ship any electrical appliances or bulky items and free postage does not apply to overseas orders. If you place an order and we do not ship to your country our website will tell you, once you put in your address.

Q. How is postage overseas worked out?

A. It is worked out automatically by our website, however some items will not come up with the correct postage and unfortunately we cannot do anything about this until we have our new website up and running. If this happens we will email you before going ahead with your order and advise you of the correct postage and ask if you would like to proceed with your order.