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Frequently Asked Questions   

  1. Who is Craft Giraffe?
  2. Can I visit Craft Giraffe?
  3. What is Craft Giraffe's order processing times?
  4. How long will shipping take?
  5. What payment options does Craft Giraffe offer?
  6. Can I track my order with Craft Giraffe?
  7. Where does Craft Giraffe ship to?
  8. What are Craft Giraffe's shipping costs?
  9. Can I collect my order  from Craft Giraffe?
  10. What happens if I order something Craft Giraffe cannot supply?
  11. How do pre-orders work?
  12. I've seen an item but it isn't listed on your website, can you get it?
  13. Does Craft Giraffe have a loyalty program?
  14. Can I purchase a Gift Voucher from Craft Giraffe?
  15. How do I use my Craft Giraffe Gift Voucher?
  16. Does Craft Giraffe have a returns policy?
  17. Does Craft Giraffe have a privacy policy?
  18. What are the terms of use for www.craftgiraffe.com.au
  19. What are the Lay-by terms and conditions?

 

Who is Craft Giraffe?

Welcome to Craft Giraffe, where we have been creating since 1997.  We are one of Australia's largest craft webstores - a crafting wonderland, with thousands of craft products available.  

At Craft Giraffe, we offer the perfect mix of scrapbooking and craft products to display and present your photos creatively.  We offer everything that you might need to begin preserving your memories plus we have grown to incorporate a large range of mixed media and art products as well.  We are a now a one-stop shop for your paper crafting needs.

We pride ourselves on our extensive range of products including popular brands such as Sizzix, Copic, Couture Creations, Ultimate Crafts, Elizabeth Craft Designs, Prima, Ranger, Tim Holtz, We R Memory Keepers, Tattered Lace and more.  We are constantly scouting new and exciting products from all over the world.  

 

Can I visit Craft Giraffe?

Craft Giraffe is an online only store, our warehouse isn't open to the public sorry.

 

What is Craft Giraffe's order processing time?

We always aim to despatch all parcels quickly and efficiently.  Orders received and paid by 12pm on business days will be despatched same day.  Orders outside these times will be despatched next business day wherever possible. Please note this does exclude periods while we are away (have to have a holiday sometime) but we will always let you know when this is the case by updating the shipping option descriptions at checkout.

 

How long will shipping take?

PLEASE NOTE : Australia Post is currently experiencing significant delivery delays due to limited flights,social distancing requirements and increased parcel volumes. You can track your delivery through parcel tracking, the chatbot and the MyPost App. For the latest information about delays and impacts please visit auspost.com.au   

Domestic orders are despatched with Australia Post eParcel with Metro orders expected between 2-6 business days and country orders between 5-14 business days depending on final location. If a correct email address is provided at the time of order, a shipping notification will be sent so you can track your order.  **INTERNATIONAL SHIPPING IS CURRENTLY SUSPENDED DUE TO SEVERELY LIMITED FLIGHTS AND CONSTANTLY CHANGING INTERNATIONAL BORDERS** International orders are despatched with Australia Post International Pack and Track with a minimum delivery time of 6 business days.  A guide to International Delivery times can be viewed at https://auspost.com.au/sending/send-overseas/international-post-guide#/ 

If your order has not arrived within the above time frames, please contact us urgently.

What payment options does Craft Giraffe offer?

We currently accept payment online with Visa, Mastercard, American Express, PayPal, Direct Deposit (Australian bank accounts only) and Afterpay.  Your details are handled securely.  We can also take orders and payment by phone during our office hours (excluding Afterpay).  You can find our more about Afterpay here

 

Can I track my order with Craft Giraffe?

Yes!  Just log in to your account.  From there you can check the status of your order.  You will receive email confirmation when your order is placed, and a follow up email when your parcel has been despatched.  This second email will contain a link for you to track your parcel with Australia Post eParcel.  All parcels are sent with Australia Post eParcel.

Where does Craft Giraffe ship to?

We currently ship Australia wide, international shipping is currently suspended due to severely limited flights and international border closures.  

 

What are Craft Giraffe's shipping costs?

Australia - We deliver freight free standard shipping Australia wide for all orders over $75 (after any discounts have been applied).  Orders under this are subject to a shipping charge of $5.99 for postcodes in Brisbane Metro Zone and between $5.99-$9.99 for rest of Australia.  Postcodes in the Brisbane Metro zone include 4000-4018, 4029-4068, 4072-4123, 4127-4129, 4131-4132, 4151-4164, 4169-4182, 4205-4206, 9000-9725.  We also offer an Express Post service with rates dependent on delivery location.  Australian orders are shipped using Australia Post eParcel and can be tracked from Craft Giraffe to your selected delivery address.  Australia Post have recently changed their delivery procedures and now do not require a signature on delivery.  If the delivery courier deems there is a suitable place to leave your parcel they will do so and photograph it's location.  If you would like parcels to be left in a specific location, please note this in your order details, however we cannot take reponsibility for items authorised to be left without signature.  If you would prefer to collect your parcel from your local Post Office please note 'Do Not Safe Drop' in your order notes. 

New Zealand - **CURRENTLY SUSPENDED** We deliver anywhere to New Zealand with rates starting at $12.99 (most dies, stamps and small items) up to $19.99 (up to 2kg).  Orders over this weight will be subject to any further freight costs and we will quote best available rates once your order is ready to go.  New Zealand orders are sent via Australia Post Air with delivery times between 3 and 10 days.  Please note not all items on our website are able to be shipped internationally, and prices quoted do not include any applicable duties that may be payable for imports into your country.

Other International -  **CURRENTLY SUSPENDED** Our rest of world rates start at $14.99 dependent on parcel size and final location and are sent with Australia Post Air with delivery times between 3-14 days.  Our website will quote on shipping rates however if you country isn't listed please get in contact with us at sales@craftgiraffe.com.au and we will be happy to quote.

Shipping costs are calculated after any discounts have been applied  

Can I collect my order from Craft Giraffe?

As we are an online only business, all orders are despatched and we cannot accept any 'click and collect' orders.

 

What happens if I order something that Craft Giraffe cannot supply?

Our website offers live stock control so what you see is what we have available.  In the very unlikely event of a stock discrepency a refund will be processed to the value of the unavailable stock.  Refunds will be issued using the original form of payment.

 

How do pre-orders work?

For your convenience we offer the ability to pre-order certain items ahead of future release.  Payment is required to secure you place in queue.  Please note we will hold orders until complete, if you wish the in stock items to be sent immediately please place separate orders.

I've seen an item but it isn't listed on your website, can you get it?

This varies depending on our suppliers list.  If you have seen an item and can't see it listed on our website, send us an email and we will do our best to source it along with a price and estimated arrival date for you.  These items are regarded as special order items and a minimum 30% deposit payment must be made before we place our order with the supplier.  We cannot offer a refund or credit on deposit payments due to change of mind on these special order items, sales are final.

Does Craft Giraffe have a loyalty program?

We do!  Our Creative Rewards Programs rewards you for your purchases at www.craftgiraffe.com.au.  One point is earned for every dollar spent, points are then automatically converted into vouchers in $5 increments.  Creative Rewards Vouchers are valid for 90 days from date of issue.  For more on our rewards scheme click here

 

Can I purchase a Gift Voucher from Craft Giraffe?

Of course you can, we offer Gift Vouchers in $20, $50 and $100 denominations.  Gift Vouchers will be emailed at a time and date of your choosing to the recipient along with redemption instructions. Gift Vouchers are valid for 12 months from date of issue.  

 

How do I use my Craft Giraffe Gift Voucher?

You can redeem your Gift Voucher at the checkout on our web shop.  Any credit not used in a shopping session will remain as credit on the account.  Vouchers and remaining credit are valid for 12 months from the orignal purchase date.

 

Does Craft Giraffe have a returns policy?

We gladly work in accordance with all Australian Consumer Laws to ensure your rights are upheld.  If the product you have purchased is faulty, damaged, incorrectly labelled or is significantly different from what was originally shown or described to you, it is our aim and desire to work cooperatively with you to achieve a prompt and suitable solution for all parties.  Please contact us on (07) 3342 1779 or sales@craftgiraffe.com.au to discuss options and make suitable arrangements.

Please choose carefully as we cannot offer refund or exchange if you order incorrect item(s), quantity(s) or simply change your mind.  For more on our returns policy click here

 

Does Craft Giraffe have a privacy policy?

Click here to see our privacy policy.

 

What are the terms of use for www.craftgiraffe.com.au?

Our website terms of use can be viewed here

 

What are the layby terms and conditions?

Our online layby service allows you to pay off your order over an eight week period, with payments and timing to suit your circumstances.  Layby is available on orders over $40 (including shipping), and goods will be sent once final payment has been made.  Payments can be made via accepted Credit Cards, Direct Deposit or PayPal.  We require a 10% deposit within three days of order placement to hold the goods for you.  This deposit is non-refundable should the order be cancelled during the layby period, or if the final payment is not made by the end of the eight week period.  If you have made additional payment before cancelling a layby, any refund due will be sent via the original payment method.  Once a layby order has been placed we are unable to modify or change the order, including the addition, removal or separation of individual items.