Customer Service


Our Delivery Service

Due to the COVID-19 (Coronavirus) pandemic, Royal Mail are currently not sending items to New Zealand as there are no available transport links. You can find out more information on the Royal Mail website here. We’re hoping this will change soon and as and when there are any changes to this, we’ll be sure to keep you updated here in our COVID-19 FAQs.For now, you can still download and purchase patterns or why not have a browse of our free patterns to use up some of that stash. We’re still operating as normal in Australia.

No-one likes waiting, especially not for your supplies! As soon as your order is placed, our team gets busy wrapping it all up with loving care. On Monday to Friday we aim to send all orders by 12pm GMT out the same day.

You will receive a shipping confirmation email when your order leaves us. Most of our packages arrive within 7-10 days after dispatch (excluding Saturdays, Sundays and public holidays).

Our Delivery Rates
Delivery destination Order value Delivery cost
Australia Over AU$125 Free
AU$125 and under AU$9.95
New Zealand Free
NZ$150 and under NZ$10.95

Exceptional Orders

For exceptional orders which are unusually large and/or heavy, our delivery charges may be different. If this is the case, one of our Smiles team will contact you before your order is finalised.

Unfortunately, we are currently unable to ship to some countries. See the full list of excluded countries.

Duties and Taxes

Items ordered for delivery outside of the UK, US or EU may be subject to import duties and/or additional taxes or expenses. You will be responsible for payment of any such duties and/or taxes in addition.

Please note that we have no control over these charges and cannot predict their amount. You should contact your local customs office or taxation authority for more information before placing your order.

Cross-border shipments may be opened and inspected by customs authorities and you must comply with all applicable laws and regulations of the country for which your parcel are destined. We will not be liable for any breach by you of any such laws.

Unfortunately, we are currently unable to ship to some countries. See the full list of excluded countries.

View our full terms of sale

If you have any problems at all, please contact our customer happiness team who'll do everything they can to make it right!

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