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FAQs
We have prepared the following questions and answers to cover most of the questions you might have. If you have any other questions please send a message through our contact us page and we will get back to you with an answer as soon as possible.
Do you process mail or fax orders?
What payment options do you accept?
Are my card details secure on your website?
What countries do you deliver to?
The goods I ordered arrived damaged or faulty. What should I do?
What is your returns/exchanges policy?
Do you send out catalogues or shade cards of your yarns?
Where does your yarn come from?
Do you wholesale any of your products?
Can I contact The Thread Room for advice?
Can I buy the pattern only from your kits?
Step 1 - Find products
Click on the Categories menu on the right hand side of the home page to navigate through the product range.
Step 2 - Add products to your shopping cart
Once you are at the product you wish to purchase click on the drop down menu next to the product image to select the quantity and then click on the "Add to cart" button. This will take you to the "Your Shopping Cart" page. You may also need to select other variables such as needle size and/or kit options.
To add more products to your shopping cart, scroll down to the end of the "Your Shopping Cart" page and click on the "Click here to keep shopping" link.
You can also check postage costs at this stage by clicking on the "Calculate Shipping and Handling" link just above the subtotal amount. You can also change quantities ordered and remove products from your shopping cart at the My Shopping Cart page.
Step 3 - Checkout
Once you are finished adding products to your cart select either the "Proceed to Checkout" or "Check out with Paypal" options.
If you select "Proceed to Checkout" you will be given the option to either checkout as a guest or set up an account. Setting up an account gives you the option to select multiple delivery addresses and to track the processing of your orders.
Enter your billing details at step 2 and ensure you click on the "Bill to this address" or "Bill and Ship to this Address" button. Complete step 3 if you have different billing and shipping addresses.
Select shipping options and confirm at step 4.
Review order, select payment method and enter any comments at step 5. Then click on the "Proceed to Payment" button to finalise your order.
Do you process mail or fax orders?
If you do not have an email address or would prefer to fax or mail your order to us, simply print one of the mail order forms below, fill it in and either fax it to (03) 9572 0319 or post it to 33 Waverley Road, Malvern East, Vic, 3145, Australia.
Rich Text Format - The Thread Room Mail/Fax Order Form
PDF - The Thread Room Mail/Fax Order Form
What payment options do you accept?
We accept Visa, Mastercard, Amex, Paypal.
We also accept direct bank deposit into our bank account for Australian orders only (details provided on completion of check out).
If you wish to pay for your order with your credit card payment is manually processed via our eftpos machine just prior to sending your order.
If you wish to pay with Paypal you have the option to pay in Australian Dollars, US Dollars, Euros or British Pounds.
Are my card details secure on your website?
The Thread Room's website uses Secure Socket Layer (SSL) encryption technology to process your payment information and any personal information you enter when you are placing your order.
You will notice that the URL on the payment pages of our website begins with "https://" as opposed to "http://". The "s" indicates that you are on a secure page.
I have just placed an order with my credit card but the confirmation email states "awaiting payment". Have I paid yet?
We currently use a manual credit card payment system to allow us to take phone orders whilst we transition to a full online business. This means that we manually enter your card number and expiry date into our eftpos machine and provide you with a printed receipt with your order. Until this is done the order is marked as "awaiting payment". Once payment is processed we will change the order status to "shipped" or "completed".
What countries do you deliver to?
The Thread Room ships to over 100 countries. Please refer to the list in the drop down menu at the checkout.
If your order is in stock, we will send it out within 48 hours of receiving payment for your order. If not, we will notify you of the delay by email or telephone. Please allow an extra day if paying by direct debit.
Australian Orders
We offer flat rate shipping of $8 for standard delivery (3-5 business days) on all Australian Orders over 250gm and $6 for orders under 250gm.
You also have the option to have your order sent via registered post, which includes $100 insurance, for an extra $2.95 per parcel. We recommend this option as we cannot be held responsible for missing or damaged uninsured parcels.
We also offer FREE postage Australia wide for the Addi knitting needle, crochet hook and accessories range.
International Orders
All international orders are sent via Air Mail (3 to 10 business days, depending on destination).
The customer is responsible for any local customs charges that may be payable for international deliveries. Please check with your local post office for additional costs for imported goods.
Please note that this shopping cart allows you to calculate the postage costs prior to confirming your order with us.
The goods I ordered arrived damaged or faulty. What should I do?
Please notify us if your parcel arrives damaged and we will look into it for you.
If you receive goods damaged through transit, please ensure you keep the damaged packaging that they came in as Australia Post will request to view them before any insurance claims can be made.
If you receive faulty goods from us we will refund, exchange or give you store credit for the product.
We cannot be held responsible for missing goods if an incorrect delivery address was quoted at time of order. To ensure that your parcel is delivered safely, please check your shipping address details very carefully before you confirm the order.
What is your returns/exchanges policy?
We are happy to refund, exchange or give you store credit if the product you have bought is faulty or significantly different to that shown or described to you. However, if you wish to return an item for any other reason you MUST contact us within 14 DAYS of the initial delivery date and we will gladly provide you with an exchange or store credit provided:
(a) the goods are in as new condition and we can re-sell them; and
(b) the customer pays for the return and exchange postage cost; and
(c) the item is not a book, pattern, knitting needle or sale item.
We will replace, at our cost, any goods supplied in error.
Do you send out catalogues or shade cards of your yarns?
Due to our ever changing yarn and colour range we no longer produce shade cards of our yarns. We do take extra care in photographing our yarns to ensure the most accurate colour possible, however, differences in individual monitors mean that we cannot guarantee the accuracy of the colour you see on your monitor. If an exact color or texture is essential for your project please email us to request a snippet of the particular yarn/shade.
We also have yarn taster packs for sale if you want to try a selection of the Marta's Yarns collection of knitting yarns.
Where does your yarn come from?
Our yarns come from all over the world. The Marta's Yarns range has been custom spun in Australian, Italian, French and British spinning mills and custom dyed in small dye-lots here in Australia. Other yarns have been sourced from Chile (viscose ribbon yarn) and Germany.
Our wool tops are all sourced locally from Australian Merino wool processors and dyers.
No. We shut our East Malvern shop front in August 2009 and now trade solely online through this website. We are in the process of preparing online tutorials to replace our unique workshop program.
Do you wholesale any of your products?
Addi Knitting needles and crochet hooks
We wholesale the Addi knitting needle and crochet hooks range to online or bricks and mortar craft stores. Simply email us with your business name, registration number, postal address and contact phone number and we will send you details of the wholesale discount and set up an online wholesale account.
Postage is calculated automatically at check out and you can pay with your Visa, Mastercard, Amex or Paypal. Australian wholesale customers have an addition payment option of direct deposit into our bank account. Our wholesale customers are also entitled to a discount on all our other products except for sale items and gift vouchers.
Yarns
We do not wholesale the Marta's Yarns range of knitting yarns. However, we can arrange custom dyelots of at least 6 kilograms in most of the Marta's Yarns base fibres. Email us with your specific requirements.
Can I contact The Thread Room for advice?
We provide full pattern support for our own designs, initially via email and then phone if necessary. We suggest the Ravelry knitting forums for more specific advice. Also, our future tutorial program will cover general and specific knitting and crochet advice.
Can I buy the pattern only from your kits?
We do not sell our patterns separately as they have been specifically designed to be used with our unique knitting yarn range.
All prices are in USD. Copyright 2010 The Thread Room. ABN: 38 664 339 500.
Buy yarn online here and have woolly warmth sent to you anywhere in the world.
