Frequently Asked Questions
What are your shipping costs?
We have a flat charge per order for all shipping throughout New Zealand, $7.00 to all standard physical addresses or $9.50 to rural or RD addresses. We do not ship to PO Boxes.
Orders to international addresses are shipped via NZ Post Air service at the current rate plus a small handling/packing charge. The international freight charge of NZ$25 for Australia, Singapore & Pacific Islands or NZ$30 for Europe, UK, United States of America (US), Canada & Asia charged at the Checkout often covers this cost. Should an international order incur additonal freight costs you will be advised prior to dispatch and a request for an additional payment made.
How long will it take to get my order?
New Zealand customers: We would normally expect your order (not personalised or custom made items) to be delivered within 4-10 business days, rural or RD addresses may take a day or so longer. If there is likely to be a delay we will contact you.
International customers: We use NZ Post Air service which usually completes delivery to Australia, Singapore & Pacific Islands within 7-10 days and Europe, UK, United States of America (US), Canada & Asia within 7-15 days. A courier service can be arranged at additional cost.
My order is urgent. Can you help?
We will certainly try! If your order is urgent please contact us before placing the order to ensure we can arrange an urgent delivery for you. Our couriers can, in most cases, offer an overnight urgent service (NZ only) but this may incur an additional charge. Check with us first please.
My order contains personalised or custom made items, how long will it be for delivery?
As these items are made to order delivery does take a little longer. We would normally expect them to be delivered within 3 weeks. If you require them faster than that please ask us - sometimes we can work miracles!
Do you ship to International addresses?
Yes, see above. If your order is large or likely to contain very heavy items please email us for a shipping/freight cost before placing your order. We will email you with the NZ Post airmail and/or courier options. Smaller or lighter weight orders are often covered by the international freight charge at the Checkout.
Is there an extra cost for insurance?
No, insurance is included in the shipping charge.
The pack contains too many items for me can I buy a smaller quantity?
No, we only sell full unopened packs. Some items are available in smaller pack sizes, where these are available they are listed in the same product categories as the larger packs.
I only want a few metres of ribbon or fabric not a whole reel or bolt, can I get a shorter length?
Sorry, we only sell full reels and full bolts. Sometimes the same fabric or ribbon is available in shorter reels or bolts; where these are available they are listed in the same product categories as the larger items.
Are the favour boxes shipped already made up?
All our favour boxes are shipped flat ready for you to assemble. In most cases it is a simple task to assemble the box, just follow the creases or fold lines. If you are having difficulties please contact us.
Are there large value discounts?
Yes! Our discount structure (based on the value of your order less shipping costs) is automatically applied at checkout. The rates are: Spend over $450 receive a $8.00 discount, over $700.00 receive a $12.00 discount, over $1000.00 receive a $40.00 discount.
How can I pay for my order?
We accept payment by Credit/Debit Card via PayPal or by bank transfer such as Internet or Telephone banking.
I don't belong to PayPal. Does it cost, do I have to be a member?
There is no cost for you to use the PayPal service. It is a free, easy to use and secure facility. You do not need to be a member to make a payment. To view the PayPal FAQ click here www.paypal.com
I don't have a Credit Card can I still order from you?
Yes, just make sure you click the "Pay via Internet or Telephone banking" option at checkout.
For all refunds initiated by us we will contact you and discuss the best refund option for you.
For orders which require a refund due to a customer request the following will apply:
If payment was made from a New Zealand bank account the refund amount will be made to a New Zealand bank account as supplied by the customer. No bank fees will be deducted by us.
If payment was made via PayPal we will refund through PayPal less the PayPal fees we have been charged on the orginal transaction (PayPal do not refund any fees to us).
What is your Returns Policy?
We want you to be happy with our service and products. Please contact us before returning any product. Goods will only be accepted for a credit return if returned in unopened original product packaging. Personalised or custom made orders will not be accepted for return/credit.
I have received incorrect or damaged goods, what should I do?
Incorrectly supplied or damaged product must be advised to us within three working days from receipt of goods. Please contact us by email: firstname.lastname@example.org or telephone: 021 496 514. We will do our best to remedy the situation - we want your shopping experience with us to be pleasant.
Are the Tulle rolls a different fabric to the Tulle bolts?
The Tulle rolls, circles/rounds and Tulle bolts are all the same material, just packaged/presented differently for different uses.
What weight or thickness is the Tulle - there are so many kinds available?
All our Tulle is a high quality fabric suitable for decorating or dressmaking. It is similar to the tulle used to make veils it is not coarse/thick tulle.
What is the difference between shimmering or organza tulle and tulle?
Shimmering or organza tulle is a fine organza type product whereas tulle is the fine net style fabric. Shimmering or organza tulle has the "bling" or sparkle effect.
Do you offer a discount for wholesale customers?
Yes. If you are "In Trade" and wish to purchase from us please email us with contact details.