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| frequently asked questions |
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answers to our most commonly asked questions can be found on this page
Q/ what will my postage cost be?
postage costs are based on weight and will be applied according to the destination according to our Australia post contact fees which are generally lower than over the counter costs
the easiest way to calculate your postage cost is to:
1/make an account
2/add products to your shopping cart
3/by clicking on the checkout page the cost will be shown to the cent
you will not be committed to the order until you confirm.
Q/ shipping costs ? i want to add to my order?
WE do not combine shipping costs as our contract with Australia post is costed by the gram therefore we cannot ship second orders for free
Please make your order in one go! as the cost of refunding partial shipping costs is not worth it for us
( order is charged at time of purchase and we are charged for each transaction even refunds )
Q/Do you have a shop / showroom i can visit ?
Yes call 0395346867 for details
click here for map
Q/ can I get a printed catalogue?
we do not print our catalogue as there are simply too many products - at last count a catalogue would be well over 100 pages!
if we did print a catalogue it would be out of date within a few weeks as new products are always being added while others sometimes become temporarily unavailable
the web site acts as our catalogue and ordering facility and it is always up-to-date with complete size, packaging and price information
if you have trouble finding anything you may use the search function or simply call us
Q/ when will my order arrive? - I ordered by express and it has not arrived?
overnight services by Australia post may not arrive on the day after you order as packing and processing times must be considered.
we generally dispatch orders within 24 hours of receiving them but may be able to expediate delivery to the same day with a reasonable amount of notice
Q/ how can i pay? (I dont want to use my credit card on the internet)
Payment can be made securely by Credit card {Visa, MasterCard, Bank card, Amex} either through our secure site or details can be phoned or faxed through, alternatively you can pay by paypal ,bank transfer, postal Money order or Cheque. Orders can also be picked up from our office and paid for on the spot by cash or any card. All these options are shown as you pass through the check out process.
Q/ I would like return a product , how can i do this?
To return a product that you dont need, dont want or was not what you expected, simply send it to our mail address which is at P O Box 1019 St Kilda South, Victoria 3182, add a note in the parcel so we can identify who you are and from what order it is from. We are not responsible for postage charges on returned products except if an incorrect item was sent or the product has arrived damaged, in which case we will refund your postage charges once we have recieved the product ( and have inspected to verify your claim). Products must be returned within 14 days of dispatch so if you wish to return anything please do this promtly. Products must be returned as we sent them, i.e. in the same packages that you recieved them. Part returns are not allowed. A restocking fee of 10% is charged on returned products.
Q/ I have received my order and one ( or more ) of the products is damaged (see below)
as many of our products are made from glass and other fragile materials we understand that products can sometimes arrive in a damaged condition either through rough handling in the mail system or perhaps there is a flaw in the product that we did not pick up when we packed your order, in this case we still require the product to be returned so we can verify your claim, an alternative to this is to take a digital image, photograph or scan of the damaged product and email us the image
Q/Some of the beads are broken or unusable!
it is the nature of glass beads and other fragile bead materials that some will be broken or unusable
we normally under-estimate the amount of beads in a package to take this into account ,
we assess that in most cases 95% of the beads we supply will be in good condition ( except when noted as B grade or cheap mixes ) please take this into account when ordering.
Q/ I have sent through my order, now i wish to add extra products
it depends on a number of factors including whether we have already packed and processed the order .
in many cases we cannot add to orders
there also there may be extra costs ( e.g. postage, processing fees ) involved beyond the price of the additional products
and it may delay your order,
products added to orders will not receive any discounts that may have been applied to the intial order
it is best to complete your order in one go and double check the cart content as you check out.
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