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shipping

Shipping

We will initiate your order on the same day upon receiving it and dispatch it on the next business day or sooner. This is the fastest process.

Australia Post and Couriers Please are our shipping partners for the deliveries in Australia and we work together with Australia Post, DHL, and UPS for international shipping.

You will receive a notification via e-mail from the courier company once we initiated your delivery and then, it is fully trackable.

You need to follow courier company’s instructions such as requirement of a signature on delivery. Sydney Yarn will not accept responsibility for any parcel that is lost or damaged due to customer’s ignorance.

We are using standard shipping on all orders. Express shipment is available on request at extra cost.

Domestic deliveries take 2-3 business days and international deliveries are taking between 5-30 business days depending on arrival country. Our shipping partners are experiencing delays due to COVID-19.

Customs and Import duty may apply to orders for delivery outside of Australia and are levied by the destination country. At this case, The customer will be liable for all import duties, customers and local sales taxes levied by the destination country.

If the order is refused, the customer will be responsible for the original delivery charges, any applicable tax and duty charges and the cost of returning the package.

We will help you if there is a delivery or tracking problem. Please contact us if it happens unlikely.

We reserve the right to reject FREE SHIPPING for the items ordered from difficult to access RURAL areas. If it happens, we will let the customer know immediately. In this case, we can refund the money, or arrange the shipment at an agreed price.

returns & exchanges

Our Policy

We do not refund money for “change of mind” purchases. However, if you are not satisfied with your purchase, any item purchased at Sydney Yarn can be exchanged under the following conditions:

  • The customer should contact us immediately for an exchange request.
  • Exchange request should be within 14 days effective from the date of delivery received by the customer.
  • If newly requested item’s price is less than returning item’s price, the difference will not be refunded. If newly requested item’s price is higher than returning item’s amount, the customer will pay the difference.
  • Returning item must be in its’ original condition and packaging, unused and all tags attached.
  • Return shipping method and associated costs are the responsibility of the customer.
  • We will carefully examine returning item when it arrives to us. if this examination fails, exchange will not happen. In this case, the customer can request to re-post it back to the customer by paying a new postage or ask us to dispose it. If exchange is granted, newly requested item will be delivered to the customer. it is customer’s responsibility to pay for this delivery like buying a new product.
  • 5% processing fee of new total price will apply for all exchanged items.
  • All 100g & 150g macrame strings are not refundable and not exchangeable as they are custom order.  
  • Please choose sale items carefully as we do not offer return or exchange for them.
  • Bodywear items are not refundable and/or exchangeable due to strict health regulations unless they are faulty.
  • Returning delivery and associated  costs for incorrectly supplied item will be the responsibility of Sydney Yarn.

 

If you wish to claim a faulty item, it can be refunded under the following conditions:

  • The customer should contact us in 7 days after delivery. Otherwise, we will not process any refund request.
  • The customer should return the item to Sydney Yarn for an inspection. Return shipping fee is to be paid by the customer. We recommend you use Auspost-Standard Parcel Post. This fee will be paid back to the customer if the product is found faulty. 
  • We will carefully examine the item when it arrives to us. We may send it to the manufacturer for a further inspection.
  • If we detect no fault, or any damage done purposely, then refund request will not happen. In this case, the customer can request to re-post it back to the customer by paying a new postage or ask us to dispose it.
  • If the item is found as faulty, refund request will be granted. Return postage fee (only Auspost-Standard Parcel Post fee) will also be paid back to the customer.
  • If the item is faulty, we don’t send a replacement, but we only refund the money.

 

If you received a damaged package with defective items in it, please contact us immediately as we always make sure the items and packages leave our warehouse with no damage.

If you received a wrong item, please let us know immediately to resolve this issue.