Frequently Asked Questions & Terms & Conditions

In this section, we hope to answer your questions. If, after reviewing this section, your question is still not answered, please do not hesitate to contact us with any questions that you may have. We will have a response back to you ASAP during normal working hours (Mon - Thu 8:30am - 3pm / Mon - Fri 8:30am to 12:30pm, A.E.S.T.).


  1. When will I get my order?
  2. Do you ship C.O.D. (Cash on delivery)?
  3. How do I check the status of my order?
  4. What are your shipping costs?
  5. What are your minimums?
  6. Out of Stock Items
  7. Pricing
  8. Do you ship internationally?
  9. What Customer Support help do you offer?
  10. Do you have a "real" store or showroom?
  11. Do you have a Catalogue?
  12. Do you sell wholesale?
  13. Is a secure site?
  14. When is my Credit Card processed?
  15. What is your return policy?
  16. Where are you located?
  17. Will I have to pay GST on my order?
  18. Do you have a Privacy Policy?
  19. All About Cookies
  20. Using Gift Cards
  21. Privacy Policy and Dispute Resolution
  22. Terms & Conditions


1. When will I get my order?

Most orders are shipped within 24 - 36 hours (unless there are items out of stock or delay in stock arrival at our distribution facilities) and are then delivered to most capital city locations within 3-5 days, and to most regional areas within 5-7 days.

Please note: can hold no liability if you request to have your parcel left at your delivery address without signature.


2. Do you ship C.O.D. (Cash on delivery) or PayPal?

No, we do not offer COD shipments but we do offer the ease of direct deposit from your bank to ours. When you order we will email you our banking details. We are sorry to announce that we do not accept PayPal. Please view our Payment Options page for all of our payment options.


3. How do I check the status of my order?

Once you have placed your order you will receive an email with a copy of your order and your order number. When your order is shipped we also send you another email with all shipping details including your Australia Post tracking code. You can use this Tracking Code to see the progress of your order delivery from when it is sent from our distribution centre to when it arrives at your door. Click here to go to the Australia Post Parcel Tracking page.

You may contact our Customer Support if you believe there has been some delay in receiving your order. Please be sure to include your Order Number when you contact us.

If for any reason we need more information from you, we will contact you.


4. What are your shipping costs? deliver anywhere in Australia for free for all orders over $50. Orders under $50 are shipped for only $9.95 using ePost from Australia Post.

For New Zealand customers the freight is $19.99 for under 2kg, and for parcels over 2kg we will quote the best freight rate we can.


5. What are your minimums?

On our website, each item description will state if there is a minimum or if you can purchase the items individually. Papers and card stock are only sold in the pack sizes supplied by manufacturers (eg: 10, 15, 20 and 25 papers per pack).

Please Note: there is no minimum order value.


6. How do you handle Out of Stock Items makes every effort to ensure we have ample stock of all products available at all times. However, it is sometimes impossible to predict demand and unforeseeable delivery delays from suppliers. This occasionally leads to some items being out of stock.

All orders are filled on a first come, first served basis. It is possible that you may place an item in your shopping cart as it is in stock but when it gets to our warehouse it is out of stock, or a customer has purchased the last item from our showroom. While we make every effort to have sufficient quantities available of all products to prevent this from occurring, sometimes it is beyond our control.

If an item is out of stock, we will contact you to offer you the choice of;

1. Shipping your order without the item (and we will refund you the cost of the item)

2. Holding your order until the item comes back into stock (usually 3-4 days wait)

3. Replacing the item with a different product. 

If you choose to wait for an item to come back into stock, and there is a delay in that item arriving, we will contact you as soon as we become aware of the delay.

Some items may be available for sale at a special discounted rate for a limited time only, or as a special promotion, once these items are cleared they may return to the previous retail price. While all effort is made to fulfil all orders, sometimes there may be an item that is sold out and unable to be re-ordered at the same discounted rate. if this occurs we will mark the item as out of stock and issue a refund to you.


7. Pricing

All prices are in Australian Dollars and are inclusive of GST and are subject to change without prior notice. Shipping is Free for all orders over $50, and is only $9.95 for orders under $50 regardless of size. At we aim to keep our prices as low as we can, and pass all savings onto you our Customers, unfortunately the fluctuating Australian dollar causes pricing adjustments from time to time. On occasion you may find an incorrect sale price listed on our website, the correct price will always be the price shown when you add the item to the cart. Sale items may return to pre-sale prices after the sale has finished, once again, the correct price will always be the one listed when you add the item to the cart.


8. Do you ship internationally?

CraftOnline is an Australian owned company and we only ship to locations within Australia and New Zealand.


9. What Customer Support help do you offer?

Customer support is very important to us and our goal is to provide fair and timely customer support for every customer. If you are unhappy with any products please contact us so we can arrange a replacement, refund, or other appropriate resolution. Please be assured we will work with you to find an equitable solution in the event of a problem.


10. Do you have a "real" store or Showroom?

We are an online retail store with a warehouse distribution facility and a showroom. You are welcome to visit our showroom. You can find the address of our showroom on the Contact Us Page.

Since we are an online business we make every attempt to make your shopping experience at our online store as comprehensive and satisfying as possible.


11. Do you have a Catalogue?

Many customers inquire as to whether or not we have a catalogue. Since our inventory is so large and changes weekly it would be impossible to update in printed form. We like to think of our online shop as a virtual catalogue. The majority of our products can be displayed with a picture, price and description, should you require more information on a product feel free to contact our Customer Service


12. Do you sell wholesale?

We do not sell wholesale. is a retailer and does not offer wholesale pricing. We do offer discounts on some bulk purchases. Contact Customer Support to see if this option is available for your particular purchase.


13. Is a secure site? is very concerned about site security on the Internet today. That is why we have made sure that we have followed and surpassed all industry standards necessary for a secure site. These include encrypting all data that you give to us, processing your credit card information in a safe and responsible manner, and not sharing any information that has been given to us by you, our customers.

In line with our strict security policy we also offer a wide range of payment options including Bank Transfer, Cheque, Money Order, and even the option to 'Call us with Card Details', where you can finalise your order and call us with your credit card number.

We want you to feel confident when ordering from, and we are doing everything we can to continue to operate a secure site. If you have any other questions concerning site security, please feel free to e-mail us at Customer Service.


14. When is my Credit Card processed?

 When you place an order, your credit card is charged at the time of purchase. All credit card transactions are processed securely by EWAY and no card details are stored on the internet. We take transaction security very seriously.


15. What is your return policy?

Goods found to have manufacturing defects will be replaced at no charge. All claims must be approved for return prior to the return of the goods. Claims for faulty stock must be reported to within three (3) days of the receipt of the order.

Any discrepancy (pricing, quantity, taxes etc) should be reported to us immediately. This will ensure prompt corrective action on our part. A copy of the relevant invoice must accompany returned items.

All items returned are subject to individual inspection. Any item found not to be our product or not showing a manufacturing defect will not be allowed.

The customer is responsible for the return of faulty goods to us, including any costs incurred in the return of such goods. can not accept any liability for damage or loss of goods returned to us whilst in transit. Any returns arriving COD or collect will be refused.

For returns where the Product is subject to a change of mind and has been unused and unopened you may return it to us, however a re-stocking fee of 20% will apply. If the goods were sent under 'Free Shipping' the original freight cost will be recovered by and deducted from the store credit. To qualify for this return policy you must comply with the directions for returning the Product that staff provide to You.

For good that are under warranty, the items must be returned to us within 14 days of a claim. We can not be responsible for goods that are returned to us outside of the warranty period.

If you have any questions about the return of your item, please e-mail us or call 1300 331 311. Be sure to include your order number and e-mail address with any correspondence.


16. Where are you located?

We are located in Queensland, Australia.

Our distribution and showroom address is:

      13 Advance Road

      Kuluin, Queensland, 4558



Telephone Number: 1300 331 311


Our mailing address is:

      PO Box 1040

      Maroochydore, Queensland, 4558




17. Will I have to pay GST on my order? 

All prices shown on this website include Goods and Services Tax (GST).


19. Do you have a Privacy Policy?

We understand that our customers are concerned with privacy, so we have initiated policies to ensure that your personal information is handled safely and responsibly. We collect customer information in an effort to improve your shopping experience and to communicate to you about our products, services, contests or promotions.

From time to time, we will send informational e-mails to you concerning information only. These could be specials, contest information or short messages containing information that we think you would want to know. We also share some basic shipping details with Australia Post for the sole purpose delivering your order, and allowing you to track your parcel on its journey to your door.

If at any time you wish to stop receiving these e-mails, we give you the option to remove your name from our mailing list with one easy step. We will NOT sell, rent or share your e-mail address or personal details with a third party. We understand that this information is private and will handle it in a responsible manner. For more information, click here.


20. All About Cookies

Cookies are small text files that are written to a user's hard disk by their web browser. Cookies cannot contain a virus and are often used by a web server as your ID or to remember what you looked at on your last visit. You get the cookie on your first visit to the site. After that site can read the cookie to identify a user.


21.Using Gift Cards

Using your gift card is easy:

Visit our web site.

Select the items you want.

When you have selected the items you want, proceed to the CHECKOUT area. You can redeem your gift card by entering its Gift Number at the checkout area.

Please note: Gift Cards are valid for 12 months from the date of issue.

To purchase a gift card please click here!