Frequently Asked Questions
We have gathered our most frequently asked questions and answered them below so you can easily find information you may be seeking. If you have a unique query which is not included below, please contact us directly and we will assist you.
Delivery
Once your payment has been processed, we make it our priority to dispatch your order by the following business day. Expected delivery time is 5-7 working days after ordering and completing payment (7-10 days for WA and remote areas), although quite often it is sooner. This estimation also depends on whether the products you have ordered are in stock. We recommend keeping track of your order using the tracking number sent to you via email. Express post options are also available at an extra cost.
We use multiple freight carriers, depending on the size of your order and your location.
- Small orders (up to 22kg) can be delivered by Australia Post eParcel.
- Bulkier orders will usually travel by Toll or TNT. These orders cannot be delivered to a PO Box or parcel locker.
In some cases, you’ll have the option to choose a carrier that best suits you during checkout. All our deliveries offer full tracking. Just log in to your online account to track an order.
We are experts at handling logistics in regional and remote areas. We’ve shipped the largest sewing machines to the most far-flung areas of Australia. If you’re at all concerned about the freight of your purchase, just contact us in advance. We can find the best carrier and make sure you know what delivery experience to expect.
Occasionally, major carriers may subcontract the final leg of delivery in regional areas. This means your tracking can say “delivered” before the parcel has reached you, and it may be delivered by a smaller local courier. While frustrating, this is standard practice in the industry. Rest assured that your purchase is still covered by transit insurance and our freight partners have complete visibility over the status of your delivery.
Almost all online orders are shipped by the following business day from our warehouse in Brisbane, Queensland.
To track your order, log in to your online account. Go to the ‘My Orders’ tab and find the one you’re after, then click the ‘Track’ button. This should take you to a page with your tracking information where you can click on your tracking number and it will direct you to the carrier’s website. Alternatively, you can copy and paste the tracking number into the carrier’s website.
You would have also received an email notifying dispatch of your order. You should find a tracking link in this email. Please allow 24-48 hours for tracking information to be available.
Please note: Some orders may be shipped with more than one consignment however you can still track both parcels. Australia Post may deliver articles on separate days. If your order has been sent via Australia Post, we recommend downloading their app where you can manage and track your deliveries with ease.
You can redirect your parcel if it has been sent through Australia Post. This can be done via your Australia Post account. Unfortunately, you cannot redirect your parcel if it was sent through a courier.
Yes, we can. Australia Post will deliver to PO boxes and parcel lockers however only orders under 22kg. Anything over the limit must be delivered to a residential address.
First, we would advise to try the following:
- Check your tracking.
- Check we have the correct delivery address for your order and that your contact details are up to date by logging into your account.
- Check your mailbox or doorstep to see if you have an attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local post office.
- Look in any safe areas the driver may have left your parcel, such as behind plant pots or bins, or in a shed, garage or porch.
If you still can’t find your parcel, please contact our customer care team on 1800 000 360 so we can investigate further. Contact us →
Yes, however we cannot ship heavy items (Brother machines, furniture, etc). The shipping cost is quoted at the checkout on our website. IMPORTANT: This shipping cost does not include local duties and taxes. Customs, import taxes, and other costs are the recipient's responsibility and will be charged after the package arrives in its destination country.
International shipping terms & conditions
International orders may be subject to local charges. Once the parcel reaches its destination country, any import taxes, custom duties and associated fees are charged and must be paid by the recipient of the parcel. Echidna Sewing has no control over any additional charges that may apply and cannot be held responsible for them. Each country may have different custom policies so please contact your local customs office for more information.
By default due to COVID-19, following standard policy our orders will be left at your door. If you don’t want your parcel left unattended, you can opt to have it delivered to the closest post office or an alternative address. There will be an option to do this in your email from Australia Post.
Your parcel carrier will attempt delivery and if you are not at home, they will leave a card indicating which post office you need to pick the item up from. The only exception to this is if you have selected a ‘safe drop’ directly from Australia Post. Under Australia Post's safe drop terms and conditions, we can't be held accountable if a safe drop has been authorised for a delivery that is later damaged or goes missing.
If your parcel is being delivered via courier, you must be present at your location for delivery. If you are not home, a redelivery fee may be charged. They will not necessarily reattempt delivery so being home is important. We urge you to keep an eye on the tracking so you can ensure you will be available.
Yes, of course! If you’re placing your order online and you are located in Brisbane, you can choose ‘Pick up from Capalaba’ at the checkout. Pick up is available at other stores however this must be requested over the phone or via email.
You can opt to have your deliveries left in a safe place with AusPost Safe Drop, a free AusPost service that enables you to choose a safe spot for them to leave your parcel at the designated delivery address. You can set up Safe Drop through AusPost by logging in and selecting it as your preferred method of delivery on any eligible package.
Please note that once you have enabled Safe Drop, it may remain automatically ticked for your next delivery. Be sure to check what delivery method is enabled on your AusPost account in order to ensure you delivery arrives the way you want it to. Learn more →
Payments
Our payment options include: VISA, Mastercard, PayPal, AfterPay, ZipPay, ZipMoney
We offer a range of finance options for you to choose from. Visit our Finance page to find out →
Online payments are processed immediately, including pre-orders and backorders. If you’re unsure about any part of your order, please contact us before paying for it. Refrain from processing it if you have questions or queries, etc.
Yes, however layby cannot be completed online. Please phone us on 1800 000 360 or visit us in store to place a layby order.
Your payment may have declined due to Insufficient funds. If you are being denied finance, we recommend trying a lower amount.
Follow our simple instructions to find out how you can use your gift voucher online →
You can follow our step by step instructions on how to redeem your Platinum rewards points here →
You can follow our step by step instructions on how to redeem your Platinum Tokens here →
Purchase one of our gift vouchers in-store or online here →
Orders
If you wish to cancel your order, please contact us immediately on 1800 000 360. If your order has been shipped, we can request a return however in the case of a refund we will withhold the shipping fee.
If you wish to amend your order, please contact us immediately on 1800 000 360 or sales@echidnasewing.com.au. We can confirm whether or not your order has already been packed and can proceed to amend it accordingly.
If your order is incorrect, please contact sales@echidnasewing.com.au or phone us on 1800 000 360. We ask that you provide as much information as possible regarding your order (photos, details, etc).
Please contact sales@echidnasewing.com.au or phone us on 1800 000 360 if there is an item missing from your order and we will resolve it as soon as possible.
Shopping
If the product you are after is out of stock and a restock date is not listed on the product page, please email sales@echidnasewing.com.au. We will do our best to let you know if and when the product will be coming back.
When a product is available for pre-order, it means you can secure the new product before stock has arrived. The payment for your pre-order will be taken immediately, and your order will be shipped out as soon as we have received stock. The pre-order period listed on the product is approximate and is subject to change.
If you add other items on that same order, it will all be sent together when the pre-order item has arrived. If you want the other products to be sent as soon as possible, please place a separate order. Pre-order dates are approximate and are subject to change.
Yes, you can view our online applications here. Our Trade customer account is eligible for someone running a small business where our products are used as consumables. Our Wholesale customer account is for those with a shop front, looking to sell our products to consumers.
Yes. If you are from overseas and are logged into your account, prices will not include GST because it is not payable on international orders.
Our prices are in Australian Dollars (AUD).
Warranty & Returns
It varies depending on the product. Many will specify the warranty period in the website description and the full terms are often available from the manufacturer. If no warranty is specified then a minimum of 12 months from purchase will apply. As with any products sold in Australia, you also have rights and guarantees under the Australian Consumer Law.
Note that second-hand products are sold on an “as-is” basis. Any defects or notable service history will be specified in the product listing or explained before your purchase.
Please contact us as soon as an issue occurs with any of our products. We’ll be more than happy to troubleshoot the problem and provide a repair or replacement where required.
You can view our Returns Policy here →
View our Returns Policy page to find out how to complete a return. Please contact us and speak to one of our staff before returning any items.
Yes. Find out more information on exchanging items on our Returns Policy page.
Account
Double check the spelling of your email and password, ensuring it is correct (checking capital letters, numbers, etc.). If your browser’s autofill is switched on, we recommend overwriting this and typing your details in manually. If you are still unsuccessful, please click on ‘Forgot your password?’.
At the login screen, click on ‘Forgot your password?’.
Find one of our latest emails in your inbox and click ‘Unsubscribe’ at the very bottom of the email. Alternatively, you can log in to your online account, navigate to ‘Edit my contact details’, untick the box that says ‘Subscribe to newsletter’ and save your changes.
When you log in to your online account, you will be directed to your Account Summary. Here you can edit your account details by clicking on ‘Edit my contact details’, ‘Edit my address book’ or ‘Change my password’.
Platinum Membership
Find out about all the Platinum membership benefits and rewards here →
You can follow our step by step instructions on how to redeem your Platinum rewards points here →
See our tutorial on how to view your Platinum points →
You can follow our step by step instructions on how to redeem your Platinum Tokens here →
See our instructions on how to view your available Platinum Tokens here →
As a Platinum member, you will receive free shipping on any orders over $75. If your order is under this value, you will be charged shipping.
Digital Products
Follow our helpful step by step tutorial on how to access and download your purchased embroidery designs →
If you’re having problems with your downloads, please contact us.
When you purchase software that requires a serial number, you will be emailed your serial number to activate the module/s within our business hours.
If you’re having problems with your downloads, please contact us.
If you have reached your download limit and can no longer download your files, please get in contact with us.
If you have begun downloading or streaming your purchased content, you are not eligible for a refund unless the content is faulty. If you have a digital product you are having trouble with, get in contact with us.
Servicing & Maintenence
Yes, we offer machine servicing at multiple locations. Find out all about our machine servicing and how/where you can book your machine in by visiting our Service & Repairs page →
Find out all about our machine servicing and how/where you can book your machine in by visiting our Service & Repairs page →
The cost of a service depends on the machine. For a rough guide on pricing please visit our Machine Service Pricing page →
Depending on the machine it would take between 2 and 5 hours to complete. Please note that you would be required to have a booking to ensure that the machine is serviced on a particular day. This will need to be made in advance. Find out more at Service & Repairs page →
Events & Classes
To view our Terms & Conditions regarding our events and classes, please visit our Events & Classes page →
