FAQ: You Ask and We Answer
What are your shopfront hours?
We are open Tuesdays through to Saturdays from 10am to 4pm. We are closed Sundays and Mondays and usually closed public holidays but please check our Instagram or Facebook page for specific holiday details.
Can I take public transport to your shop?
Yes! The number 432 bus to Newport picks up from Yarraville Station and stops on Francis Street almost directly in front of Wembley Ave, only a very short walk up to number 14. NOTE: please double check routing with PTV.vic.gov.au before travel as road works have been affecting public transport in the Inner West.
Do you accept Afterpay?
As of July 2019, we do accept Afterpay, with a $100 minimum order.
Can you hold something for me?
Unfortunately, we do not hold items without payment being made first. If you’re planning to come into the shop and want to make sure you don’t miss out on something, you can place an order online, select ‘Local Pickup’ at checkout to remove the shipping charge and complete payment. We will then hold your goodies until you can come into the shop.
Can I place my order over the phone?
Due to security concerns, we have been advised by our bank against taking orders by phone. In extreme circumstances, we can accept phone orders, however we recommend placing your order online when possible to avoid any mistakes in taking down your information (we are not always able to repeat your card details back to you if we have customers in the shop). Please note that phone payments are made using the same secure online gateway as our website credit card payment processing (by Square).
What is your Return/Exchange policy?
We are happy to refund or exchange most items within 30 days of purchase as long as they are returned to us in unused condition and packaging, if present, is intact (for refunds on item purchased in store, a receipt with order number is also required). The exceptions to this are cut fabric lengths and wool that has been wound into balls, unless these are deemed faulty in some way. All faulty items can be returned for a replacement or exchange within 30 days.
What are the washing instructions for my fabric? Do I need to wash before sewing?
We always recommend washing your fabric before sewing garments as you want to get any shrinkage out of the way before sewing (all natural fibres will shrink, generally 3-4%). We encourage cold water washing and air drying to maximise fabric longevity and minimise shrinkage. If washing in very hot water (as you would for mask making) or putting fabric through a dryer, you will experience significantly more shrinkage, generally 5-6% but it varies from fabric to fabric, of course. We also recommend overlocking the edges of your fabric before washing as this will reduce the amount you will lose to fraying when washing.
What are your delivery costs?
We offer flat rate shipping within Australia for a cost of $10 or a free ‘Local Pickup’ option if you are able to come into the shop to pick up your order.
Can I track my delivery?
Orders are sent via Parcel Post and have tracking available for each delivery. Your tracking number will be included in your Order Completion email and you can also find it in your order history by logging into your Fibresmith account.
How long will it take my order to arrive?
We send orders out Tuesday through Friday and generally have parcels out the same day they are placed. We currently send all parcels via Australia Post and actual delivery times vary depending on your location. Please visit the Australia Post website to obtain a delivery estimate to your location from Yarraville, Victoria 3013.
If you require your order to be shipped and delivered quickly, please contact us at [email protected] or 03 9315 1995 (during opening hours) to organise express shipping (extra charges will apply).
Can I add to my my order before delivery?
If you would like to add items to be sent with an order, please place another order online, select ‘Local Pickup’ at checkout to remove the shipping charge and leave us a note to combine with your previous order. Please note: we tend to get orders out quite quickly during the hours the shop is open so if adding to an order during these hours, please call us at (03) 9315 1995 prior to placing your order.
Do you ship internationally?
Yes! International shipments are available with shipping costs based on the weight and size of your order. The starting rate for Standard Airmail, which includes tracking, will be displayed and charged at Checkout but additional costs may apply if your order weighs over 500g. If your order does weigh over 500g, we will email you a final shipping cost, payable via Paypal or Square invoice. To confirm final costs before Checkout, please contact us at [email protected] with your order requirements and address so we can provide a quote on shipping charges.
International orders generally take 1 to 2 weeks to arrive but may take up to 8-12 weeks (in very rare instances) if held up in the destination country’s border entry/customs. If your international order has not arrived after 12 weeks, please contact us at [email protected]