F.A.Q.
ORDER INFORMATION
Q: How do I place an order?
A: Orders can be placed directly on our website. If you are unable to process an order on missmarplescraft.com.au, please send an email to Customer Service for assistance.
Q: What if I need to cancel or change my order?
A: We are unable to modify or cancel orders. If you want to change or add to your order, please place a separate order for any item not in your original order. Any unwanted items can be returned. For product return instructions, please visit our "Return Policy".. Once the returned item has been received at our warehouse, a credit for the product price will be issued to your account in approximately 2 to 3 business days.
Q: How can I check the status of my order?
A: To track the status of your order, click the "Track Order" link in the upper right-hand navigation area. You will need your order number and the e-mail address used to place the order. Please allow 2-3 business days for your order status to post. If you are a registered user, you can also check your order status using the "My Account" link on the home page.
Q: What payment methods can I use?
A: You may pay for your order with a VISA or MasterCard credit card or debit card, with your PayPal or Visa Checkout account. We also accept payment by VISA and MasterCard gift cards. At this time, you may only use one credit card per order. missmarplescraft.com.au will add an authorisation for funds to your payment method for the total amount or your purchase. Once your order ships, the charge will appear on your payment method. There may be multiple charges if your order is sent in many different shipments. All missmarplescraft.com.au orders prices will be displayed and charged in Australian Dollars, AUD. For international customers, additional credit card fees may apply; your credit card company may charge a fee for converting payment into AUD. Please note that missmarplescraft.com.au does not offer a lay-buy plan.
Q: Why are there multiple authorisations on my credit card?
A: You may see multiple authorisations on your account if you attempted to process an online order multiple times by hitting the "submit" button. Even if your order did not process, you may still see an authorisation on your account. An authorisation is a pending charge or hold on a payment account and is not a true charge. The authorisation on your credit card or PayPal account allows missmarplescraft.com.au to make sure the account is valid and has the necessary funds available to process your order. Your payment method is not charged until we ship your order. The release of an authorisation may also appear as a refund on a credit card statement, or the authorisation may be deleted from the account entirely. The void may take 7 business days (or longer, depending on your bank) to appear.
Q: Are credit card purchases safe on missmarplescraft.com.au?
A: Yes, your credit card purchases are safe on missmarplescraft.com.au. We use secure servers and Secure Sockets Layer (SSL) technology to encrypt all of your personal information, including your credit card data. Once encrypted, your data cannot be read as it travels over the Internet. For additional information on how missmarplescraft.com.au maintains your privacy and security, please click on Privacy Policy in the upper left-hand navigation area. We will securely store your personal billing information only if you have registered with us and have indicated that you wish us to store your credit card information. The secure storage of this information will facilitate a quick and convenient checkout for you. If you are not a missmarplescraft.com.au member, your payment information will not be stored or saved.
Q: Can I save items in my shopping cart for purchase at a later date?
A: Yes. Items placed in your shopping cart and not purchased will remain for 30 days. Your saved shopping cart is accessible only from the computer where it was created. To access your cart from multiple locations, please click on "My Account" and create an account.
Q: How do I purchase 100 metres or more of fabric?
A: For fabric orders of 100 metres or more, please email Bulk Order Services.
Q: How can I place a bulk order of a product, when there is not enough in stock
A: To place a bulk order for a product with a quantity in stock that does not meet your needs, please email Bulk Order Services.
SHIPPING INFORMATION
Please refer to our Shipping Info page for details.
PRODUCT INFORMATION
Q: An item was in a Miss Marples Store, can I also find it on the website?
A: The assortment of items on missmarplescraft.com.au may be different from those offered at Miss Marples Stores. Please send an email to Customer Service for assistance.
Q: An item was in the sales flyer or ad, is it on the website?
A: To find items seen in our ads, you can use the "Search" box located at the top right of every page. Please send an email to Customer Service for assistance.
Q: What if I can't find an item on the website?
A: If an item no longer appears on the website, it may be out of stock or discontinued. Please send an email to Customer Service for assistance.
Q: Does missmarplescraft.com.au offer backorders and/or rain checks?
A: No, we are not able to offer backorders or rain checks.
Q: How can I find more information about an item on the website?
A: Many items have additional information available. To find out more:
- Read what other customers say about an item in the customer reviews
- Read the Description tab and Shipping Info tab on the Product Detail page
- See other items by a certain brand by clicking the Shop by Brand link
If you have more questions about an item's picture or description, please send an email to Customer Service for assistance.
Q: What is the item special handling fee?
A: For some items shipping within the Australian and its Territories, a per item handling surcharge may apply due to the size and weight of the item. These items are noted in the Shipping Tab on the Product Detail Page. Special handling will be automatically calculated and shown in your Shopping Cart.
Q: How do I place a special order for products not found on missmarplescraft.com.au?
A: Please contact your local Miss Marples store to place special orders for products not available on missmarplescraft.com.au.
Q: Can I order custom framing online?
A: Please note that custom framing services are not available online. You can find a participating custom framing at our Miss Marples store.
RETURNS & EXCHANGES
• Please refer to our Return Policy page for details.
ACCOUNT INFORMATION
Q: Do I have to register to place an order with missmarplescraft.com.au?
A: No. You are not required to register to place an order. missmarplescraft.com.au membership is optional and free of charge. Becoming a member will make your shopping experience more convenient by allowing us to prefill your address, remember the items in your shopping cart, keep all of your shipping addresses, and track all of your orders. The "My Account" function will allow you to view any previous order information, including items ordered and ship dates.
Q: How do I sign up for a missmarplescraft.com.au account?
A: To create an account, click on "My Account" at the top right-hand area of the home page.
Q: I have previously ordered from missmarplescraft.com.au. Why don't I have a username?
A: You will only have a username if you have created an account with missmarplescraft.com.au. An account requires a unique username and a password. To create an account, click on "My Account" in the upper right hand area of the home page.
Q: Why can't I log in to the app or missmarplescraft.com.au with my email?
A: We apologize for the inconvenience. But as part of our commitment to protecting your privacy, we periodically require your password to be reset. You will need to reset
your password by following the Reset Password link at sign in.
Q: What happened to social log in?
A: As of 25/9/19, we are no longer offering social log in. If you previously used Facebook, Instagram, or Google+ to sign in, you can access your account by signing in using the same email associated with that social account and resetting your password.
Q: Why am I getting a password error message when attempting to log in to my account?
A: Please note passwords are case-sensitive. Also, you may have accidentally mis-typed your username and therefore the password you are entering does not match with that name. Please double check your username.
Q: What do I do if I have forgotten my username or password?
A: If you forget the password for your account, we will provide the hint you entered when you registered. If you need further assistance with your username or password, please send an email to Customer Service for assistance.
Q: How do I change my username or password?
A: Registered users may change their username or password by accessing "My Account". Click the "Edit Profile" button and then make your updates. For further assistance, please send an email to Customer Service for assistance.
Q: How do I change/update my account information?
A: To update your account information including billing address, shipping address, payment information, and registration, go to "My Account", sign in, and click the "Edit Profile" button.
Q: How do I change/update my e-mail address?
A: To update your e-mail address, go to "My Account", sign in, and click the "Edit Profile" button. To change your e-mail address to keep receiving our money-saving and informative e-mails, you can send an e-mail to Customer Service at info@missmarplescraft.com.au. Please be sure to include both your old and your new e-mail addresses. Please note that e-mail address updates can take 1-2 days to take effect.
Q: Can I view my account history?
A: Yes, just click on "Order Status" in the top left-hand navigation area, or click on My Account at the top right-hand area of this page.
SALES & COUPONS
Q: How do I enter a promotion code for my order?
A: Promotion codes, if applicable, can be entered on the shopping bag page by clicking on "my bag" on the top right of any page after adding items to your cart. The promotion code field is below the item details before the subtotal in the right hand column.
Q: Can I print coupons from the website?
A: Miss Marples Fabric and Craft Stores offers coupons on our homepage, and on the store locator tab. Please send an email to Customer Service for assistance.
Q: What coupons can I use on the website?
A: You may use any coupon which states it is valid to be used on missmarplescraft.com.au Some coupons are valid ONLY on missmarplescraft.com.au, while other coupons are valid on missmarplescraft.com.au and in Miss Marples stores. Please read the coupon details carefully for terms of use.
Q: How many coupons can be used during a store visit?
A: There are instances when Miss Marples offers customers more than one (1) coupon that is valid during the same time period. The register system was designed to adhere to these requirements, so if the register accepts the use of two (2) or more coupons, it is likely that the coupons comply with these requirements. Customers generally may use more than one (1) coupon in a transaction with the following exceptions:
- They cannot use two (2) identical coupons (i.e., coupons with the same barcode number) in one (1) transaction.
- They cannot use two (2) or more transaction-level discounts in one (1) transaction.
- They cannot apply two (2) coupons or discounts to the same item.
Q: Why is my coupon code not working?
A: If your coupon does not seem to be working, please check the following:
- Did you type in the coupon promotion code exactly as it appears? Be sure to remove any extra spaces before or after the promotion code.
- Has the coupon expired? Or, is the coupon not yet active?
- Is the coupon able to be used on missmarplescraft.com.au or is it valid in stores only? To determine this, please read the coupon details carefully.
- Are you trying to use the coupon on an item which is excluded from coupon use? To determine if you can use a code on the item you are purchasing please review the coupon exclusion language, or review the product copy for an exclusion note. Please note that you can use only one coupon or promotion code per order on missmarplescraft.com.au. Miss Marples Fabric and Craft Stores does not make coupons available on the Web site to print for use in stores.
- Is the coupon valid for your shipping destination?
Q: Can I use more than one promotion code per order?
A: No. At this time you are able to use one coupon or promotion code per order on missmarplescraft.com.au.
Q: How do I redeem a coupon online?
A: On the shopping cart review page (click on "Shopping Cart" at the upper right-hand corner of the page), there is a field near the centre of the screen where your promotion code can be entered. You must click the "submit" button next to the field in order for the promotion code to apply to your order.
Q: Can I use my coupon code on any item?
A: There are missmarplescraft.com.au items that are excluded from coupon use. To determine if you can use a code on the item you are purchasing please:
- Review the coupon exclusion language carefully
- Review the product copy for an exclusion note
- View the coupon exclusion page, Exclusions
Q: Can coupons be exchanged for cash?
A: No, coupons are intended to provide a discount to your purchased order and cannot be exchanged for a cash value.
Q: If I forget to enter a promo code can my order price be adjusted?
A: An order may be able to be adjusted please contact us to discuss order options.
Q: Can I get a rain check for an out-of-stock item?
A: Please note that missmarplescraft.com.au does not offer rain checks or process backorders. However, when prompted, you can provide us with an e-mail address and we will notify you by e-mail when the item comes back in stock.
Q: How can I know when something is on sale?
A: Sale prices change regularly. To receive notification of sale events via mail or e-mail, please send an email to Customer Service for assistance. Our Customer Service personnel are unable to provide information regarding future sale events. Pricing may be different between the website and Miss Marples stores for many reasons, including the timing of promotional events. Please note that we do not offer rain checks if an item is out of stock at the time it is on sale.
STORE INFORMATION
Q: Are you having issues registering for a class on your mobile device?
A: If you are having trouble registering for a class on your mobile device please make sure your browser's location services are enabled.
Q: How can I report a store experience?
A: Please let us know about your shopping experience in a Miss Marples store by using our convenient contact form. We appreciate your feedback!
Q: How can I find out about events at a local Miss Marples store?
A: Our Store Events and our current Sales Flyer and other ads are posted regularly on missmarplescraft.com.au.
Q: How much do in store classes cost?
A: The current Class Catalog will provide a brief description of the class, what you can learn, and associated costs.
Q: How long is a class?
A: Classes vary in number of sessions and length of sessions. The current Class Catalog will provide a brief description of the class, what you can learn, and class length details.
Q: What is the cancellation policy for classes?
A: If you registered for a class online it can be cancelled prior to 48 hours of the class start time. Please send an email to Customer Service for assistance. If you would like to cancel within 48 hours of the class, please contact our store for assistance.
Q: How can I become an instructor for Miss Marples classes?
A: Miss Marples is always seeking talented instructors to teach our classes. For full details, contact the Education Coordinator at info@missmarplescraft.com.au
PERSONALISED PRODUCTS
As part of the Miss Marples policy, a personalized order which contains unlawful, infringing, libelous, defamatory, obscene, or profane content may be rejected or canceled with or without notice.
Q: Where can I find personalizable items on missmarplescraft.com.au?
A: All personalized products are located in the Fabric category under Personalized Fabric.
Q: What types of personalized products do you offer on missmarplescraft.com.au?
A: We currently offer personalizable fabrics in a wide selection of prints and materials.
Q: What types of materials are the personalized fabrics printed on?
A: We offer each print in 5 different materials including Eco Canvas, Jersery Fleece, Minky Velboa, Jersey Knit & Poplin.
Q: Will I have a chance to review my personalized product before purchasing?
A: Yes, on the personalization page you will see a preview of your choices for font, name & colour. You will also have the ability to see a full repeat of the print you are ordering in your cart and throughout checkout.
Q: How long will it take for my personalized order to be shipped?
A: Personalized products are shipped directly from our store location and are printed and shipped within 2-3 business days. Please allow an additional 4-7 days for shipping depending on your location.
Q: Can personalized products be returned?
A: At missmarplescraft.com.au, we want you to be completely satisfied. Every order is custom printed for the person who ordered it and therefore can not be resold. If you received product that was flawed or damaged, we will be happy to work with you on a case by case basis.
Please send an email to Returns for assistance to determine return eligibility & process.