1. Through this internet site by credit card
The first time you click on the ‘Add’ button for any product, the shopping cart will appear on the right-hand side of the screen.
You can set up your order by clicking on the ‘Add’ button for a product, or remove an item by clicking on the ‘Remove’ button. Each click adds or subtracts one copy of the item.
2. By Mail, Phone, Fax or Email
If you’d prefer, add items to your cart online to see your order total, then mail, email, fax or phone your order to us. You can cancel at the payment stage without paying.
Loyalty Points
Spend online or in store to earn loyalty points! Points never expire—you can save them for a discount. For technical difficulties or questions, please contact us.
Note
Do not send your credit card details by email with your order.
If you’re not sure
If you don’t see what you want, or you’re unsure how to pay, email Norma at The Embroidery Den and we’ll advise on availability, lead times and payment options.
1. Through our internet site
When you have finished your shopping cart and you want to send your order and payment to us, click on “Checkout”. That takes you to our secure part of the site which handles payment details and shipping details.
We accept Bankcard, Mastercard and Visa.
We will not process your credit card until your order is ready to go. Payment from your credit card is processed through another secure web site at eWay.
All the name, address and credit card information that you give us will be kept completely confidential. Once we have dispatched your order, then we do not keep your credit card details.
If you want to use a credit card, but don’t want to pay through our internet site, then please call us during our office hours and give us your details directly over the phone, or fax us your details including legible copies of both sides of your credit card. Alternatively, email us for special instructions on how to send your details via email – NOTE: Do not just send your details in one simple email.
2. Pay by other means
If you don’t have or don’t want to use a credit card, then we accept money orders, cheques as well as direct deposits or transfers into our company bank account. Phone (Australia: 03 9532 2142 or International: +61 3 9532 2142) or email (infoembroideryden@gmail.com) us for the details.
Confirmation Emails
We are aware some customers are experiencing technical issues with automated email confirmations. Even if you do not receive an order confirmation email, once your payment has been approved, we will process your order. If your order says “Failed”, but your payment has gone through, we will still fulfil your order.
If you do not receive a confirmation email, you can find your orders in your My Account dashboard. If you cannot see your order and would like an invoice, please contact us.
We appreciate your patience and understanding as we work to resolve these issues.
Stock Levels
Please note that some products may be out of stock. We leave these products on our website so that they can still be purchased. If you purchase an out-of-stock product we will place a special order for you. For domestic orders available stock will be posted immediately; out-of-stock products will be posted separately (free of charge) as soon as we receive them. For international orders we will withhold your parcel until all stock arrives. We appreciate your understanding and patience in this matter.
Backordered Products
If the shopping cart indicated that a product is “available on backorder”, it means that we do not currently have the product in stock, but it can be ordered. Backordered products may take longer to be dispatched based on the availability of the supplier.
Come in and Browse
Please browse our shop. If you notice any mistakes or oversights or you have any suggestions or recommendations to improve how the site would work for you, please email your comments to Norma at The Embroidery Den. We do listen to our patrons.
Prices, Currency & Tax
Prices listed on our website are in AUD and exclude GST. GST is calculated at checkout. International orders do not incur GST. Currency conversion will be done through your bank.
Shipping & Handling Prices
Shipping costs are calculated at checkout based on your location and the size & weight of your parcel. Handling costs are included in shipping. Standard postage starts from AUD8.00. While we try to accurately calculate shipping costs, some bulkier parcels may incur additional fees. We will always contact you before your parcel is shipped if your shipping costs are different from what is calculated.
Domestic post can take between 2-14 business days. We recommend downloading the Australia Post app for automatic parcel tracking – even without a tracking number. Make sure to register with the same phone number provided in your Embroidery Den order.
Free Shipping
Free shipping within Australia for orders over AUD100.00 is now available. Please select the “Free Shipping” option at checkout. Tapestry stands, lights and books are ineligible for free shipping due to their weight & size. Free shipping for international orders is not available.
International Shipping
International shipping may incur additional shipping costs depending on your region. If shipping exceeds the charged fee, we will contact you before we post your order.
Orders are generally posted within 3 days of purchase. All of our orders are sent through Australia Post.
Post can take up to 2 weeks to be delivered. Please allow this time before contacting us about the location of your parcel (Express post orders excluded). We recommend you download the AusPost app to help track your domestic parcel.
Confirmation Emails
We are aware some customers are experiencing technical issues with automated email confirmations. Even if you do not receive an order confirmation email, once your payment has been approved, we will process your order. If your order says “Failed”, but your payment has gone through, we will still fulfil your order.
If you do not receive a confirmation email, you can find your orders in your My Account dashboard. If you cannot see your order and would like an invoice, please contact us.
We appreciate your patience and understanding as we work to resolve these issues.
Stock Levels
Please note that some products may be out of stock. We leave these products on our website so that they can still be purchased. If you purchase an out-of-stock product we will place a special order for you. For domestic orders available stock will be posted immediately; out-of-stock products will be posted separately (free of charge) as soon as we receive them. For international orders we will withhold your parcel until all stock arrives. We appreciate your understanding and patience in this matter.
Backordered Products
If the shopping cart indicated that a product is “available on backorder”, it means that we do not currently have the product in stock, but it can be ordered. Backordered products may take longer to be dispatched based on the availability of the supplier.
Come in and Browse
Please browse our shop. If you notice any mistakes or oversights or you have any suggestions or recommendations to improve how the site would work for you, please email your comments to Norma at The Embroidery Den. We do listen to our patrons.
Your order will be printed out for you as you ordered through the shopping cart and you verified before authorising payment. However hard we try, we will make the occasional mistake which we will regret, and be only too pleased to rectify.
If we have accidentally sent you the wrong item by mistake, e.g., the wrong colour of a thread because we read the number wrongly, then contact us and we will rectify the problem without any cost to you. We will pay for any return postage and we will also send you the correct item again without any further charge.
Before you finalise your payment, please ensure your order is correct.
We do not accept returns of threads, wools or silks. This policy does not affect your statutory rights to a refund if the product is defective, however the product will need to be returned unopened and in new condition, with its associated packing slip. Varying dye lots are not considered a defect. Products that are not threads, wools or silks can be exchanged for a credit or alternative product if you return them unopened and in new condition, with its associated packing slip.
If we have shipped you the wrong product, or the product is defective, please contact us so we can send you the correct/replacement product.
The Embroidery Den has made every effort to ensure the accuracy of the item numbers, retail prices and descriptive information for each of the products listed. We do, however, reserve the right to change or correct any published information. Our site is new and being extended regularly to cover the full range of items that we sell. If you can’t find what you want, send us an email to Norma at The Embroidery Den.
1. Through this internet site by credit card
The first time you click on the ‘Add’ button for any product, the shopping cart will appear on the right-hand side of the screen.
You can set up your order by clicking on the ‘Add’ button for a product, or remove an item by clicking on the ‘Remove’ button. Each click adds or subtracts one copy of the item.
2. By Mail, Phone, Fax or Email
If you’d prefer, add items to your cart online to see your order total, then mail, email, fax or phone your order to us. You can cancel at the payment stage without paying.
Loyalty Points
Spend online or in store to earn loyalty points! Points never expire—you can save them for a discount. For technical difficulties or questions, please contact us.
Note
Do not send your credit card details by email with your order.
If you’re not sure
If you don’t see what you want, or you’re unsure how to pay, email Norma at The Embroidery Den and we’ll advise on availability, lead times and payment options.
1. Through our internet site
When you have finished your shopping cart and you want to send your order and payment to us, click on “Checkout”. That takes you to our secure part of the site which handles payment details and shipping details.
We accept Bankcard, Mastercard and Visa.
We will not process your credit card until your order is ready to go. Payment from your credit card is processed through another secure web site at eWay.
All the name, address and credit card information that you give us will be kept completely confidential. Once we have dispatched your order, then we do not keep your credit card details.
If you want to use a credit card, but don’t want to pay through our internet site, then please call us during our office hours and give us your details directly over the phone, or fax us your details including legible copies of both sides of your credit card. Alternatively, email us for special instructions on how to send your details via email – NOTE: Do not just send your details in one simple email.
2. Pay by other means
If you don’t have or don’t want to use a credit card, then we accept money orders, cheques as well as direct deposits or transfers into our company bank account. Phone (Australia: 03 9532 2142 or International: +61 3 9532 2142) or email (infoembroideryden@gmail.com) us for the details.
Confirmation Emails
We are aware some customers are experiencing technical issues with automated email confirmations. Even if you do not receive an order confirmation email, once your payment has been approved, we will process your order. If your order says “Failed”, but your payment has gone through, we will still fulfil your order.
If you do not receive a confirmation email, you can find your orders in your My Account dashboard. If you cannot see your order and would like an invoice, please contact us.
We appreciate your patience and understanding as we work to resolve these issues.
Stock Levels
Please note that some products may be out of stock. We leave these products on our website so that they can still be purchased. If you purchase an out-of-stock product we will place a special order for you. For domestic orders available stock will be posted immediately; out-of-stock products will be posted separately (free of charge) as soon as we receive them. For international orders we will withhold your parcel until all stock arrives. We appreciate your understanding and patience in this matter.
Backordered Products
If the shopping cart indicated that a product is “available on backorder”, it means that we do not currently have the product in stock, but it can be ordered. Backordered products may take longer to be dispatched based on the availability of the supplier.
Come in and Browse
Please browse our shop. If you notice any mistakes or oversights or you have any suggestions or recommendations to improve how the site would work for you, please email your comments to Norma at The Embroidery Den. We do listen to our patrons.
Prices, Currency & Tax
Prices listed on our website are in AUD and exclude GST. GST is calculated at checkout. International orders do not incur GST. Currency conversion will be done through your bank.
Shipping & Handling Prices
Shipping costs are calculated at checkout based on your location and the size & weight of your parcel. Handling costs are included in shipping. Standard postage starts from AUD8.00. While we try to accurately calculate shipping costs, some bulkier parcels may incur additional fees. We will always contact you before your parcel is shipped if your shipping costs are different from what is calculated.
Domestic post can take between 2-14 business days. We recommend downloading the Australia Post app for automatic parcel tracking – even without a tracking number. Make sure to register with the same phone number provided in your Embroidery Den order.
Free Shipping
Free shipping within Australia for orders over AUD100.00 is now available. Please select the “Free Shipping” option at checkout. Tapestry stands, lights and books are ineligible for free shipping due to their weight & size. Free shipping for international orders is not available.
International Shipping
International shipping may incur additional shipping costs depending on your region. If shipping exceeds the charged fee, we will contact you before we post your order.
Orders are generally posted within 3 days of purchase. All of our orders are sent through Australia Post.
Post can take up to 2 weeks to be delivered. Please allow this time before contacting us about the location of your parcel (Express post orders excluded). We recommend you download the AusPost app to help track your domestic parcel.
Confirmation Emails
We are aware some customers are experiencing technical issues with automated email confirmations. Even if you do not receive an order confirmation email, once your payment has been approved, we will process your order. If your order says “Failed”, but your payment has gone through, we will still fulfil your order.
If you do not receive a confirmation email, you can find your orders in your My Account dashboard. If you cannot see your order and would like an invoice, please contact us.
We appreciate your patience and understanding as we work to resolve these issues.
Stock Levels
Please note that some products may be out of stock. We leave these products on our website so that they can still be purchased. If you purchase an out-of-stock product we will place a special order for you. For domestic orders available stock will be posted immediately; out-of-stock products will be posted separately (free of charge) as soon as we receive them. For international orders we will withhold your parcel until all stock arrives. We appreciate your understanding and patience in this matter.
Backordered Products
If the shopping cart indicated that a product is “available on backorder”, it means that we do not currently have the product in stock, but it can be ordered. Backordered products may take longer to be dispatched based on the availability of the supplier.
Come in and Browse
Please browse our shop. If you notice any mistakes or oversights or you have any suggestions or recommendations to improve how the site would work for you, please email your comments to Norma at The Embroidery Den. We do listen to our patrons.
Your order will be printed out for you as you ordered through the shopping cart and you verified before authorising payment. However hard we try, we will make the occasional mistake which we will regret, and be only too pleased to rectify.
If we have accidentally sent you the wrong item by mistake, e.g., the wrong colour of a thread because we read the number wrongly, then contact us and we will rectify the problem without any cost to you. We will pay for any return postage and we will also send you the correct item again without any further charge.
Before you finalise your payment, please ensure your order is correct.
We do not accept returns of threads, wools or silks. This policy does not affect your statutory rights to a refund if the product is defective, however the product will need to be returned unopened and in new condition, with its associated packing slip. Varying dye lots are not considered a defect. Products that are not threads, wools or silks can be exchanged for a credit or alternative product if you return them unopened and in new condition, with its associated packing slip.
If we have shipped you the wrong product, or the product is defective, please contact us so we can send you the correct/replacement product.
The Embroidery Den has made every effort to ensure the accuracy of the item numbers, retail prices and descriptive information for each of the products listed. We do, however, reserve the right to change or correct any published information. Our site is new and being extended regularly to cover the full range of items that we sell. If you can’t find what you want, send us an email to Norma at The Embroidery Den.