FAQ

Got a question?

We will try our best to answer them here. If you still can't find your answers, please contact us. 

 

ORDERS

We accept American Express, MasterCard, Visa, Apple Pay, Google Pay, PayPal (including Pay in 4 plan), Afterpay and Laybuy. 

We will be exploring Zip Pay option in the near future too. If there are any other preferred payment methods, please let us know and we will investigate possibility in adding it to our list of payment methods. 

Tax/GST/VAT: No

Being a new small business, we are currently under threshold for GST/VAT as a seller in Australia and for countries we currently ship to. A fantastic reason to shop from small businesses :)

SHIPPING: Yes

See FAQ > SHIPPING for further information.

Unless otherwise stated, the majority of our products are items in stock. The current dispatch time for in-stock items is within 1 - 4 business days.  

Pre-Orders are orders placed against items which are yet to be available. We may launch pre-orders from time to time and will advise the estimated processing time for each of them. You will be updated of the progress of the pre-order, and we will endeavour to have them shipped as soon as possible.

Change of mind after a pre-order is unlikely to be accepted especially if the order has already been placed with our supplier or maker. However we are happy to review it on a case by case basis. 

Should there be items missing from your pre-orders, you can choose to receive a refund for the missing item, select a replacement item or request for a store credit. 

You are responsible to advise us if there is a change of delivery address from the time the order is placed until when the items are ready to be shipped.  We will send a reminder closer to the shipping date, and if no response is provided, it will be assumed that the delivery address remains the same.

Your entire order will be dispatched only after the arrival of the pre-order items. If you would like your in-stock items to be sent first, please order them separately. 

This will depend on the demand. We will normally re-order the more popular products or take this opportunity to expand our selection of items. Please let us know if there are some out of stock items which you love to get. We will notify you when the item you like is back in stock.

We love working with our suppliers and makers on new designs. We are also continuously on a look out for new leads which can offer a different and better range of products.  If there is something specific you are after, drop us a message and we can discuss on possible avenues to turn them into reality.

 

 

SHIPPING

Turnaround time is Dispatch Time + Shipping Time.

Current dispatch time is 1 - 4 business days. This does not include pre-orders. The dispatch time for pre-orders will be advised accordingly. 

We use Australia Post standard tracked parcel service for both domestic and international shipping. Please refer to https://auspost.com.au/service-updates for current shipping time estimates.  

Delivery times are an estimate only. Delivery time does not include any time parcels may spend in the destination countries customs service.

Orders below AU$100: AU$10.00 for standard parcel tracked service.

Orders AU$100 and above: Free standard parcel tracked shipping service. 

*If you are purchasing small flat, non-fragile items that can fit in the tracked mailer envelope AU$6.00, we will refund the excess postage charged. 

We do not offer non-tracked postage for purchases on this site.

We understand that you may forget to add something in your previous order or excited for a new product that got listed shortly after your order. If you wish to purchase additional item(s) after your order was placed, please contact us straightaway. If we have not shipped your initial order, we will send you a combined shipping code to avoid extra shipping charges.

However, if your order has been processed for dispatch / dispatched, please place a second order. 

Yes, we do currently ship to New Zealand, USA & Canada. 

Orders below AU$280: The shipping charges will be displayed at checkout. 

Orders AU$280 and above: Free standard parcel tracked shipping service. 

The shipping cost listed, which includes postage and handling cost is based on the assumption that the total package is less than 2kg. 

*If your order is more than 2kg, we may issue a separate invoice to cover the additional postage to complete the order. If payment is not received for this additional postage, we reserve the right to cancel and refund your order. 

Our business is currently under the threshold for sales VAT/GST for exporting into your country/state, therefore no VAT/GST is required to be charged as part of your order at the point of purchase. 

As an international buyer, please take note that there may be import tax applicable to you when the order has arrived in your country. This may depend on the type of product, the value of your order and other criteria. All international Buyers are responsible for the payment of any import duties, taxes, custom and any other fees associated with imports that have not been included in our charges. We are not responsible for these fees, nor do we have the knowledge to provide information relating to your country's import requirement. In the event if the items are returned to us due to refusal to pay your local taxes, refunds will only be issued upon receipt of goods and will exclude original postage and packaging cost, any loss of value if the items are no longer in its original condition, along with any return postage charged to us. 

If you are from any other country not listed above and interested in placing an order, please contact us as we will need to evaluate our obligation to VAT/GST in your country and will advise next steps.

Option to upgrade to Express Post is available at checkout. The rate of Express Post is based on the weight and size of your order. This shipping method is only to expedite the service delivery. This fee is not the expedite the processing / dispatch timeline.

Please contact us prior to submitting your order if you need the dispatch time to be rushed as well, and we will advise possibility. 

After your order has been dispatched, an email will be sent to you with a link to track your order via Australia Post. The tracking ID may take up to 1 business day to become active.

Missing your shipping confirmation email? Be sure to check your junk/spam email folder. 

If for any reason you do not receive your tracking number within 3 business days of your order, please contact us.

 

DELIVERY

Shipping times may be affected due to COVID. If you have not received your item within 3 weeks (Australia) or 8 weeks (International) of when you have received the tracking information and if no further updates are available on the tracking website, or if you have reason to believe that your item is missing during transit, we recommend contacting Australia Post and lodge an enquiry with them.

Alternatively, please get in touch with us and we will be glad to assist you with the lodgement of an enquiry with Australia Post. 

Please refer to our Refund Policy for details.

 

OTHERS

We are an online store based in Melbourne, Australia and do not have a physical store for browsing or pick-up. All items are shipped from our home in  Melbourne. We do not use any other businesses for drop-shipping. 

Just scroll down to the bottom of this page and pop your email address under "Connect With Us > Sign Up". We will send you an update whenever we have new releases and  promotions. You can unsubscribe at anytime. 

If you are an active user on Facebook, please join us at our VIP Group as well for early access to new releases, priority to promotions, pre-buys and pre-orders but most importantly to have a say on what you want to see next. Remember to update your group notification settings to "All Posts" so you don't miss any post from us. 

Alternative, just bookmark our URL www.CraftsDIYbyKMC.com and pop by as often as you wish!