When will my order be dispatched?
As we are a family owned business juggling family and business, we will aim to try and get your orders out as soon as we can. If they are placed before 2pm AEST we will send them out the same day but if they are placed after 2pm AEST they will be sent off the following business day.
How much is postage?
Domestic Postage - FREE shipping for orders over $100. For orders under $100 will be a flat rate of $7 for standard shipping. All express orders will be a flat rate of $10.
New Zealand Postage - Flat rate of $15 for all New Zealand orders.
International Postage - Flat rate of $30 for all International orders.
Entered Address Incorrectly
If you have entered your address incorrectly upon checkout please contact our customer care team on email@example.com as soon as possible.
If your purchase is returned to us due to incorrect address, you will be required to pay for the additional shipping fee to return it to you.
Can I cancel my order?
If you are wanting to cancel your order please contact us immediately on firstname.lastname@example.org . If we have already processed your order then unfortunately we can not cancel your order. We would suggest once you receive it to then return it back to us (postage will be at customers expense). If we haven’t processed your order as of yet then we will be more than happy to cancel your order for you.
I have accidentally Ordered the wrong size/colour?
Once an order is placed we are unable to make any changes to the order. If we haven’t processed it yet we are happy to cancel it for you. If your order has already been placed unfortunately we can not cancel it. We suggest once you receive your order then make a return with us, as long as your items meet our returns criteria.
I have received the wrong item/size?
We are so sorry you have received the wrong item or size. Please reach out to our customer care team on email@example.com straight away along with photo evidence and we can arrange the correct item to be sent out to you as soon as we can with a return satchel for you to return the wrong item or size you have received.
My order arrived faulty?
We are so sorry to hear this. Please reach out to our customer care team on firstname.lastname@example.org as soon as you can along with photo evidence of the fault and we will be able to assist you with this as soon as we can.
Missing an item from your order?
We are so sorry for this inconvenience. Please reach out to our customer care team on email@example.com and we will be happy to fix this issue for you as soon as we can.
Will I have to pay custom charges or import Fees?
Orders shipped internationally may incur additional fee’s & duties. The responsibility for any custom duties, foreign taxes or other fees which may apply to your package rest solely with the customer.
Should the customer refuse to pay applicable duties & taxes applied by customs, the responsibility lies with the customer to arrange for the order to be returned in order to receive a refund.
If the customer refuses to accept the delivery and Birds Of Threads is charged for return of the parcel, the return shipping amount will be deducted from the customers refund to cover this cost.