Customer Service

 

Our Delivery Service

We’re taking orders in Australia and New Zealand

Great news for our lovely customers in Australia and New Zealand, we’re now able to resume deliveries from our UK warehouse to your door. Crafting joy here we go!

Royal Mail International have found new options to overcome transport link issued caused by the COVID-19 pandemic, which allows us to resume shipping. Unfortunately, we need to reflect the new associated costs in our shipping price. 

The shipping cost is now based on your order value and we temporarily won’t be able to offer free shipping. we’re really sorry to have to make these changes, it was not an easy decision to make. 

Our number one priority is to ensure you’re still able to get the crafting supplies you need, at a time when you need it most. We’re also working hard to offer the best prices on your crafting supplies with our regular promotions so please keep an eye out for our newsletters and check the offers page here.

We’ll be sure to share any updates to this here in our FAQs. Stay safe and happy crafting.

You will receive a shipping confirmation email when your order leaves us. Most of our packages arrive within 14-28 days after dispatch (excluding Saturdays, Sundays and public holidays).

Our Delivery Rates
Delivery destination Order value Delivery cost
Australia between $0 - $124.99 AU $17.95
between $125 - $174.99  AU $53.85
between $175 - $224.99  AU $71.80   
between $225 - $274.99 AU $89.75 
over $275 AU $502.60
New Zealand between $0 - $124.99 NZ $17.95
between $125 - $174.99 NZ $59.85
between $175 - $224.99 NZ $79.80
between $225 - $274.99 NZ $99.75
over $275 NZ $558.60

  

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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