Shipping Information

Hand Embroidery Supplies ships within Australia and internationally via Australia Post.  We offer tracked Parcel post or Express post.  The Australia Post weight based postage costs will be charged. For International orders – Postal charges are calculated using Australia Post Distance charges. Hand Embroidery Supplies only charge the cost of the postage; we do not add a handling fee. All orders are shipped within 48 business hours, provided the items are in stock. 

Express Post

If you choose to have your order shipped using Express Post, Australia Post weight based postage costs will be charged. All orders are shipped within 48 business hours, provided the items are in stock. If you have not received your order within 7 days, please notify us by email at: [email protected].  

Out of stock / back-orders

In the event that we run out of stock of an item/s you have ordered, we will notify you as soon as possible. You may choose to exchange, cancel or place the item/s on back order. You may choose to have the remainder of  your order sent immediately with the back ordered item/s to follow, or if your order is not urgent or the back order is not far off, you may choose to wait and have your order sent complete.

Refund and Returns

Your satisfaction is our first priority at Hand Embroidery Supplies. We understand that choosing embroidery products online is sometimes difficult. Colours are not always as they appear on colour charts, and you are unable to feel textures of fabrics. If you are unsure of a product, please contact us and we will do our best to provide additional information. Once you receive your order, if you find the product is not suitable for your specific needs, whether it is the wrong colour or just not what you imagined it to be, we are happy to exchange the item or refund your purchase*.  Our only request is that items be returned with their original packaging and, unless they were damaged prior to you receiving them, must still be in an unused and saleable condition.

Exceptions to the Returns policy:

• We are unable to accept returns on any product that has been cut to your requirements such as fabric or it has been made to order. To avoid being disappointed with your purchase in these circumstances, we will gladly provide a sample of the product, to make sure you are happy with it before we cut it to size.
• Jean Marie Roulot Scissors are unable to be returned due to change of mind. 
• Special Order items are unable to be returned due to change of mind. 

Returns Process

To return an item, please send it to: Hand Embroidery Supplies 46 Portsmouth Court, Mundoolun, QLD, 4285 Australia

And also include the following information:

• Your Order number if known (appears on the top of the confirmation email)
• Your name and address
• Reason for return
• Whether you would like an exchange or refund. If you wish to exchange it for a different item, please include the details of the replacement item.