Frequently Asked Questions

Our Customer Service Team is available by phone, email or live chat during the hours of 9am to 5pm (AEST), Monday to Saturday.

ORDERS

Your personal privacy is just as important to us as it is to you. We use the eWay Payment Gateway to ensure all data is secure and safe.

Our friendly staff are available to assist with any phone orders. Browse through our website to see what products we have available, then call us on 1800 338 837 from Monday to Friday, 9am to 5pm. Orders can be made on your behalf when paying with credit card, but we cannot place an order for you using PayPal or Afterpay. Your items can be delivered by Australia Post or can be collected in store at your closest location once order is confirmed.

If you would like to modify or adjust your order please get in contact with us as soon as possible by calling 1800 338 837 or emailing info@creswickwool.com.au. Please be aware that if the order has already been shipped it will not be able to be adjusted.

Unfortunately, on rare occasions, an item you ordered may go out of stock before we are able to remove it from the website. If you have ordered an item that has gone out of stock, we will contact you to see if you would like a similar product or to let you know how long it will be before it is back in stock. If you are not satisfied with these options, we will happily process a refund for you.

PRODUCTS

Sometimes items do sell out quickly due to popularity, or if you think we can help with a specific request and you can’t find it online, please call us on 1800 338 837, or email us at info@creswickwool.com.au and we will try and locate the item for you - or suggest some wonderful alternatives!!

You can also ask us on live chat - just click on the speech bubble icon on the bottom right of the page!

Gift vouchers can only be purchased instore or over the phone.

DELIVERIES

We offer Registered Post through Australia Post.
Please allow 5 to 7 business days for your delivery to arrive. Please note that all orders are shipped out of our warehouse in Creswick. Delivery time varies according to destination.
While we endeavour to deliver goods to your nominated address within the time frames indicated, we cannot guarantee delivery times particularly during busy promotional and sale periods where some order dispatches may be delayed due to the additional volume. Dispatch of orders may also be delayed where payment or address information requires verification or correction prior to dispatch.
We will email you with a tracking order number so you can check progress of your delivery.

To protect staff and customers during the COVID-19 (Coronavirus) Pandemic, Australia Post have made the decision to remove signature on delivery. As a result you may not be required to sign for delivery of your order until further notice and Australia Post will endeavour to leave your parcel in a safe and secure location.
If this is not possible, Australia Post will leave notification in your letterbox that your parcel will be transferred to the nearest post office for collection within 7 business days before being returned to sender.

When your online purchase has been dispatched from our warehouse, you will receive an email containing your order confirmation and delivery details. This email will also include a link which will allow you to track the status of your delivery at any time via Australia Post’s website https://auspost.com.au/mypost/track/#/search
If you have not yet received an email notification, please be assured our online team are most likely still working hard to get your order to you.

If your order is lost or damaged in transit, please email or call our Customer Service Team on 1800 338 837 so that we may assist you. Our Customer Service Team are available Monday to Saturday 9am – 5pm (AEST).

At this stage, we do not have the capability to order online for instore collection however, we can arrange for collection from any one of our Stores for orders placed over the phone.

Can’t find your size or colour in store? We’ll find it & deliver directly to you. It's just one of our delivery services that lets you order on the spot. Never miss out on a must-have again. Best of all, delivery is free*! Ask one of our staff members when you are in store for more details.

Yes, we do ship outside of Australia. If you would like to deliver your parcel to a country outside Australia, please select that country at Checkout and the Shipping Costs to do so will be applied to the order.
If shipping Internationally, you will not have any import tax or duty charges applied at checkout or included in the final transaction total. Any duties or taxes incurred upon delivery will be the responsibility of the delivery recipient prior to delivery.

RETURNS

If for some reason we have sent you an incorrect item, please contact us on 1800 338 837 and we will arrange the correct item to be sent to you and arrange for the return of our error.

We are happy to offer you a return for change of mind on most full priced and reduced merchandise.
We will honour a refund or exchange on a change of mind item with the following conditions:
⦁ Proof of purchase is accompanied with the returned merchandise;
⦁ The merchandise is unworn, unwashed, unused and with its original tags intact.
Please read our full return and exchange policy at https://www.creswickwool.com/returns-exchanges or contact our staff on 1800 338 837 to discuss any concerns or options about your order.

You should let us know within 30 days of your purchase.

On the odd occasion that an item you purchased has a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund.

CONTACT US

Have a question that isn’t answered above?

Our Customer Service Team is available by phone, email or live chat during the hours of 9am to 5pm (AEST), Monday to Saturday.

Call

If you prefer to speak to someone over the phone, please call us on 1800 338 837 

Live Chat

Click on the speech bubble icon on the bottom right of the page and our team will respond in minutes.

Email

You can also send an email to info@creswickwool.com.au or complete your details below to submit your enquiry to us.
If you’d like to speak to our Chinese speaking staff, please visit our WeChat

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