Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@fancyfingersstitchcraft.com.au. Please note that returns will need to be sent to the following address: 83 Boundary Road Robin Hill NSW 2795

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orders@fancyfingersstitchcraft.com.au.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at tamarac@fancyfingersstitchcraft.com.au.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You’re entitled to a replacement or refund for a major failure, and to a repair or replacement if the item fails to be of acceptable quality.

Faulty or damaged items

If your order arrives faulty, damaged, or not as described, email us at orders@fancyfingersstitchcraft.com.au within 14 days of delivery with your order number and a photo of the issue. We’ll organise a replacement, refund, or remedy in line with ACL.

Change of mind

Because many of our products are craft kits and consumables, we can only accept change-of-mind returns if:

The item is unused
In its original packaging
In saleable condition
Returned within 30 days of delivery

Return postage for change-of-mind returns is at the customer’s expense.

Opened kits

Once a kit has been partially used, we’re unable to accept a return unless the product is faulty under Australian Customer Law.

How to return an item

Email order@fancyfingersstitchcraft.com.au

Your order number
The item you’d like to return
The reason for the return

We’ll guide you through the next steps.

Refunds

Refunds are processed to the original payment method once the returned item is received and inspected. Please allow a few business days for your bank to process the refund.