Shipping & Returns
Shipping Policy
Currently, PAPER SCISSORS WOOL is only able to ship to Australia and New Zealand.
Within Australia
We use Australia Post to send your items and offer both standard and express shipping. Standard domestic shipping is a flat rate of AUD$12 and is free for orders over AUD$99. Once shipped, standard delivery usually arrives in 2-6 business days and express delivery in 1-3 business days, depending on where you are located. Australia Post can deliver to apartments, PO Boxes, Parcel Lockers, and remote locations.
New Zealand
We ship international orders to New Zealand with Australia Post standard shipping, for a flat rate of AUD$20. Once shipped, orders should arrive in 6-16 business days. Regional and rural locations may take longer.
Delivery estimates
After placing an online order, you will receive an order confirmation via email within 24 hours. Orders will normally be dispatched within two working days, but may take longer during peak periods. When your order has been packed and dispatch arranged, you will receive a further email with a tracking number to confirm that it has been dispatched. Once shipped, you’ll be able to track your package, receive estimated delivery dates and request that it be left in a safe place using the AusPost app or your MyPost account. Parcels can also be tracked on the Australia Post website. Please allow up to 24 hours for your tracking number to start showing updates. Australia Post may contact you via your email address, phone number, or the AusPost app to communicate estimated delivery dates.
Please contact us here with any shipping or delivery queries, though you may need to contact AusPost directly for any orders that have already been dispatched.
Returns & Refunds Policy
Due to the particularities of operating an online-only webstore, we cannot accept any returns for change of mind. Under Australian Consumer Law, you are entitled to a refund, replacement, or exchange for products that are faulty, supplied incorrectly, or damaged during shipping. To be eligible for a refund, replacement or exchange, the faulty or damaged item must be unused and in the same condition that you received it, in the original packaging where appropriate.
Claims must be made in writing within 14 days of receiving your order. We may request a photograph as evidence of the faulty or damaged product. Once you have notified us of the issue, we will provide you with a reply-paid label to cover the cost of the return postage. Please do not send your items back before contacting us or a refund may not be issued and we will be unable to cover the cost of your return postage. Where a refund has been requested and approved, we will endeavour to issue a credit within one business day of receiving your returned items. Refunds will be applied to the original method of payment. Please allow 3-5 business days for funds to clear your bank, and please contact your bank or card issuer in the first instance if funds appear to be delayed.
Please note when purchasing wool that yarn colours can be difficult to accurately represent on screen; slight differences in apparent colour do not constitute a faulty product. Please check manufacturer colour cards and contact us here if you believe we have sent the incorrect colour.