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Frequently asked Questions

Payments

We use PayPal as our payment processor, so we accept Visa, MasterCard, American Express, and Discover. Or, you can pay using your PayPal balance.


Is your site secure?

Yes. You pay through PayPal, the world's premier electronic payment solution, not through this site. We never even see your credit card number; PayPal just tells us that you've paid and we ship you your stuff. We get your money through PayPal later.


Do I have to have a PayPal account to buy?

No, you can pay with your credit card without a PayPal account.


Do Australian and New Zealand customers get discounts ?

Yes, just enter IMALOCAL at checkout to receive your discount.


Refunds and Cancellations

Cancellations - please consider carefully when you order as we are unable to accept cancellation requests unless there are exceptional circumstances. An order cancellation involves quite a bit of time as the original order has to be removed from our database, after being entered and customer records created, refunds arranged. The goods involved are also then unavailable to buyers. In the event that we agree to a cancellation, we may then then make a cancellation charge of $10 US or 10% of the order value whichever is greater to cover our losses in administration time. If you are unsure of the suitability of a particular item for your needs you can contact us for advice.


Faulty goods policy

We will replace goods at my cost (or refund item costs)for items that are found to be faulty in manufacture for up to six months from sale. Faulty items may need be returned to us, in some cases photo evidence is enough. Damage caused by inappropriate use or fair wear and tear is not covered by our warranty. The buyer is responsible for the cost of returning items to us, replacements will be shipped free of charge. We can quote to repair items that have been damaged by the owner or accidentally. Please contact us for details


Custom orders

We rarely take on custom orders, however, if you see any spindles you like in our sold items, we may be able to make one for you.

Turkish Spindles - we currently are unable to make turkish spindles, however this may change in the future, sign up to our newsletter if you wish to be informed when we do.


When will my order be shipped?

We aim to get your order to you as quickly as possible, we usually all orders are packed and shipped on a Thursday.

You will receive a notification that your order has been processed and also a notification with tracking details, if you have purchased the parcel tracking , as soon as your order has been fulfilled.


How long will delivery take?

Goods are despatched air parcel and may take 7 to 10 working days to arrive nationally and 7 to 20 working days internationally. Be aware that a small number of countries may tax your item on import, though this is very rare. Please also note that some items are custom made to order and may take a little extra time. You will be notified of despatch by email.


But i’ve been waiting for ages and my package still hasn’t arrived ?

We ask any customers who are concerned about late delivery, after being notified of shipping, to wait a reasonable length of time before raising it with us. After you contacted us about it, we ask people to wait for delivery, patiently if you can manage it.

For continental US and Canada average shipping times are 7-14 days BUT it sometimes takes 4-6 weeks. What US mail and customs and Homeland Security do with packs is outside our control. They leave Australia airmail within 24 hrs usually. It is extremely rare for anything to actually get lost totally. BUT the odd parcel does take ages for no apparent reason.

Please make sure to contact us if you are becoming concerned.


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Pricing

We make it our goal to make the best spindles you have ever spun, however, that means we spend extra time and effort making sure all our products are of the highest quality and our prices reflect the situation.

If you are not from the US and wish to pay in your country’s currency, feel free to ask us if we accept your native currency. however this might mean you miss out on the product you have been looking at, as for, if someone else buys it it will be gone.

 

Contact us if you have any questions.

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