Read all the latest news on Nicole's
"You SEW, girl!" blog.
Frequently Asked Questions
Please feel free to contact us if you don't find the answer to your question here.
We're working on it! The amount of data entry (time) involved in automating postage calculation and stock inventory for the website is an issue for a small business like ours. It's a lot more involved than you'd think but we're chipping away at it. And we're constantly brainstorming ideas on how to make the system fairer, more streamlined and workable for you and us.
Our challenges are -We don't want to overcharge people who only order small quantities and we don't want to foot the bill for underestimated postage costs.
The only flat-rate postage cost we have here is for local parcels under 500g, and from there on it varies by postcode, weight and dimensions of the packed parcel. We post orders all over the world. Our range is huge, constantly changing, all weighing different amounts and with different dimensions. The data-entry for this information into our shopping cart is extemely time-consuming, and even then, the automatic calculation isn't completely accurate.
Overcharging you and then refunding excess is more work for our staff than charging the correct amount in the first place and we don't want to follow up paid-for orders with a bill for excess postage.
If we don’t have something in stock we'd like to be able to communicate with you before the order is finalised. We like to make sure you have the choice of waiting for the item to arrive here, cancelling the item or ordering something in its place - with the detail of how those choices affect postage rates. Customer service is what it's all about here, folks! An automated inventory system wouldn't be able to help you with that.
We've developed lovely online friendships with our many satisfied and regular customers who appreciate the personal attention that we offer. We process orders efficiently and get them in the post sooner than many online shops who are happy to take your money first.
We're in the process of incorporating postage calculation into the shopping cart. Until the automated system is fully functional, postage will be added to your order and a complete invoice will be emailed to you during our office hours (this is not automated - it's done by people who pack and weigh your order). You have the opportunity to modify or cancel your order if the postage cost doesn't suit you.
To see the most commonly used postage charges, click here.
For overseas orders: generally if you can fit more items in, this will be explained to you. We’re not trying to get you to spend more, just helping you to get the best value for your postage dollars if you'd like to take advantage of that.
If you haven’t heard from us in a day or so (and it’s not a weekend or public holiday here in Melbourne, Australia), check your junk mail folder and the email address you’ve entered in your account on the website.
If both of these seem fine, please send an email to: firstname.lastname@example.org so that we can chase it up for you. If you didn’t receive the automated email from the shopping cart showing your order, there’s definitely a problem with your email address rejecting ours. Emails from the office are sometimes not received or blocked as spam and unless the email comes back as undeliverable, we have no idea that you haven’t received your email. Reminders for unpaid orders are emailed periodically when time permits.
How long until my parcel arrives?
An email is sent to let you know your payment has been received. If the payment has come through with enough time to make the day’s post-office run, your parcel will go out the same day. Parcels are posted every day Monday-Friday.
Once the parcels are posted, the length of time is out of our hands. Parcels within Australia rarely take longer than 10 days. For overseas orders, please contact us if your order hasn’t arrived within 2 weeks of the date of posting.
We recommend that all orders over the value of $50 are sent via registered post. Unfortunately Nicole Mallalieu Design cannot be held responsible for goods lost in the post.
International orders: For an estimate, visit Australia Post - http://www1.auspost.com.au/international/
Don’t hesitate to contact us at: email@example.com if you’re concerned that your parcel hasn’t arrived.
I placed an order and selected PayPal as the payment method. I don’t get the option to pay… how do I send you payment?
At this time, the shopping cart is being configured to add postage costs. Until the 'renovations' are completed, you need to wait until we’ve emailed you a complete invoice. If you selected PayPal as the payment method, a PayPal request will be emailed to you shortly after the invoice is sent.
I can’t pay the PayPal request because you’ve sent it to the wrong email address.
We only have the email address you’ve entered at the time of registering your account in the shopping cart. Please check that this is the same as your PayPal email address. Or, add a comment to the order requesting that the request be sent to suchandsuch an email address.
I don't have a PayPal account. How can I make a secure online payment?
You don't need a PayPal account to pay via PayPal.We'll send you a payment request through PayPal that can be paid (securely) with your credit card.
How do I change my preferred method of payment (or anything else) on my order once I've submitted it?
Don't panic! It's easy to change any aspect of your order by simply contacting us and letting us know. You're order is not on a computerised conveyer belt, but in the care of human hands.
You can phone or email with any changes or log into your account and click on your order in the ORDER HISTORY section. There is a message box on the bottom of every order page, and you can use these at any time to contact us regarding the order.
What does "half a pattern" mean?
In the new automatic postage calculator, if you order patterns only, you will have the opportunity to choose letter post for 1 or 2 patterns. The smaller patterns (such as the Berets) are half the weight and thickness of other patterns, and therefore equivalent to "half a pattern" in the postage calculation. If you order 2 of these patterns, you would click "1 Pattern" on the postage options.