Do you have a customer loyalty program?

In return for the great support and loyalty our customers give to The Knitter's Studio we are now operating a Customer Loyalty Program. The program applies to any site member that receives our newsletter - and is automatically calculated throughout the year from 1 January to 31 December.

This is how it works - for every $250 you spend on our website (not including postage costs) you will be given a $25 gift voucher. That means if you spend $500 in one year you will receive $50 worth of vouchers and so on. The totals are re-set on the 31st of December each year.

You will be notified via email when you reach $250 and a gift voucher and code will be posted to you. Don't forget, in order to participate you need to receive our montly newsletter.

How can I order from you?

You can order from us in three ways:

1. You can use our Secure Shopping Cart on our website. You will be taken through the checkout process step-by-step and can pay via PayPal, Credit Card or Direct Deposit.

2. You can call us on (+61) 2 9428 5296 and we can process the order for you over the phone. If we do not answer make sure you leave a message on our answering machine, we will usually call you back within the hour.

3. You can fax us on  (+61 ) 2 9428 5296. You can download a Fax Order Form here.

How do you calculate postage costs?

Postage costs are calculated on weight and postcode according to the Australia Post pricing schedule.

We highly recommend that you have your parcel sent by Registered Post to ensure its safe arrival. Registered Post includes cover for purchases up to $100. You can purchase Extra Cover for amounts greater than this at the rate of $1.30 per $100, or part thereof.

To have your parcel sent by Registered Post or to purchase Extra Cover simply add these to your shopping cart before checking out. You can find these options at the top of each page on our website under 'Postage'.

NB: If your parcel is greater than 5kg we will send you an email in which we provide you with a postage quote. Your order will be processed once you have approved the postage quote.

Do you post internationally?

Yes! We now post internationally. Postage costs are based on regular air mail prices provided by Australia Post which are calculated based on parcel weight and destination. International customers will not be charged Goods & Services Tax.

Also note, any import duties and taxes that are levied in your nominated country are your responsibility and not the responsibility of The Knitter's Studio. If you have any questions in regards to duties and taxes you should contact the appropriate customs office before placing your order.

What currency do you use on the website?

All prices are in Australian dollars.

What payment methods do you accept?

You can pay by credit card (Visa/Mastercard), internet transfer or PayPal.

What is your returns policy?

We want to make sure that your experience with The Knitter's Studio is a positive one, so if you receive goods that are significantly different to what you were expecting, we are happy to exchange them for you.

When sending goods for exchange, please note:

• you must contact us first, within 3 days of your parcel's arrival, if you wish to make an exchange
• we do not refund or exchange on patterns or pattern books due to copyright laws
• all goods returned to us must be in their original condition and suitable for resale
• any goods returned to us must be sent via registered post or Express Post so that they can be tracked
• the customer is responsible for all related postage costs.

In the unlikely event that you receive faulty goods we are happy to replace or refund them once we have received the original item from you. We will not, however, replace or refund on goods damaged in transit and highly recommend you take out postal insurance if you have any concerns regarding this.

Can I purchase goods to be sent as a gift?

Yes, just make sure you let us know your purchase is a gift by writing a short note in the comment box during the checkout process. If you forget or miss this you can also send us an email or ring us.

How accurate are the colours depicted on your website?

We have made every effort to ensure the colours presented on the website are accurate, however colours can vary significantly depending on the type of computer or monitor you are using. If you have any questions or concerns at all please contact us before ordering. 

Are all of your products in stock?

Most of the products that appear on our website are kept onhand by The Knitter's Studio, so when you order you can be assured that it will arrive quickly.

If you are ordering beads, however, there may be a slightly longer delivery time as it is impractical for us to keep large quantities of beads in each colour. You can be assured that we will contact you to discuss your order if we anticipate a long delay in receiving the goods from our supplier.

Can I order yarn in a particular dyelot?

Any yarn purchased from The Knitter's Studio will be in the same dyelot. If you are ordering large quantities of yarn this may mean that we have to order direct from our supplier to ensure consistency, which may result in a longer delivery time. We will always contact you beforehand to discuss if this is the situation.

What is your privacy policy?

Any contact information, including email or postal addresses and phone numbers will only be used as requested by The Knitter's Studio. We will never pass on or sell contact details to a third party.

Is your site secure?

The Knitter's Studio site is protected using industry standard 128-bit SSL encryption which means that any information sent through our website is encrypted whilst in transit.