Frequently Asked Questions
Who is Sunsetcrystals & are you a Secure Site?
Sunsetcrystals is committed to ensuring your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be confident that it will only be used in accordance with our Privacy Statement.
Sunsetcrystals will endeavor to take all reasonable steps to keep secure any information which we hold about you. We are committed to ensuring that your information is secure. We have in place security procedures to safeguard your personal information, including secure server software for encryption (SSL Certificate) of your payment information & to ensure that your privacy is protected.
As an online retailer, I have been selling on Ebay for approximately 16 years now, collecting feedback totalling in excess of 16,500 comments. I welcome you to view the feedback comments I have received.
For more information, please refer to my "About Me" page.
I live locally, can I collect my order?
No. Our sincere apologies as orders cannot be collected from our premises. Sunsetcrystals does not have a retail storefront. We strictly retail online, therefore all orders are dispatched promptly & shipped via Australia Post.
Can I place my order over the telephone?
No. We are only permitted to take orders via our website. This maintains the safety and security of your personal information and payment details.
What will the postage cost on my order?
At Sunsetcrystals, we use a shipping calculator that is connected directly with Australia Post. Shipping and Handling costs are automatically calculated and displayed at checkout; the cost is determined by the weight / width of the final order and your location.
Items are either packed in padded bags or small boxes, protected by bubble wrap for extra protection. Postage / Shipping costs include postage, packaging and handling. Postage on particular items in our store, are calculated via cubic weight due to the size of the item.
Australian orders have the option of Australia Post Regular and Express Postal Services (e-Parcel)
Please click here for more information on the various shipping methods.
We mail our items at parcel rates, so take advantage of this option and save on shipping/handling, by combining a few items into your order. You can view the postage, prior to registering at Sunsetcrystals, by clicking on View your Cart & entering your postcode/zipcode.
Do you ship internationally?
Yes we do ship internationally. Postage costs are calculated at checkout. Should you require an alternative option to airmail, please contact me.
Postage costs do not include insurance. Additional charges apply.
International orders have the option of Australia Post Airmail, Insured or Express Courier International. If the appropriate shipping option is not displaying at checkout, please contact me.
When will I receive my order?
We understand that our customers would like their Jewellery Making Supplies as soon as possible.
Orders are dispatched as soon as your payment has been confirmed, usually within 24 - 48 hours, Tuesday to Friday.
Additional delays may occur during busier times of the year, e.g. Christmas, Easter & Public Holidays.
The delivery timeframe will vary depending on your destination.
All International orders are posted via airmail, unless otherwise stated.
What currency are your prices displayed in?
The prices on our website are quoted in our primary currency being Australian Dollars (AUD).
When is payment due?
If making payment via Bank Deposit, payment is due strictly within 5 days from date of invoice. I cannot hold stock any longer than 5 days. Failure to comply with this will result in further action.
What type of payment methods do you accept?
- Visa Card & Mastercard
- Internet-banking - direct transfer to our account.
If your chosen payment method is Bank Deposit, details will be displayed on your invoice. Payment is required within 48 hours of placing order.
Please Note - we are not permitted to accept Credit Card Payments over the Telephone. Clients are requested to make their credit card payments via our online store at checkout. For security reasons, Credit Card details are not stored within our data. Your payment is processed through the secure gateway with Eway.
What is your Returns/Exchanges Policy
Returns/exchanges are not accepted on the incorrect choice of product. Please choose your items carefully.
Claims for defective or missing merchandise must be made within 7 days from receipt of the goods. No claims will be accepted thereafter. A photo of the damaged item must be provided via email with your request. When returning your item, please wrap the box with plastic or paper.
You have 10 days from receipt of goods, to return the item in the original packaging & condition, with a copy of the invoice.
We recommend you post it back to us via insured/registered mail, as we hold no responsibility should your parcel be lost in transit.
We do not credit for shipping charges either way, unless the return is due to an error on our behalf.
- No returns on Sale, Clearance items or Seconds.
- No returns/exchanges accepted on Vintage Beads. Due to the rarity and age of these items, they may contain minor defects.
- We will not accept Earring Findings/Components for return or exchange due to Health Regulations.
- No returns/exchanges on Beading and Jewellery Making Books
I have forgotten my login details, what do I do?
If you're a new customer to our store, you can choose to enter a username and password or bypass this method to proceed directly to checkout. Please note, that your order history and wishlist will only be saved if you have created a username and password.
If you have forgotten your login details, please use the recover password option, and enter your email address that you registered with. An email will then be forwarded to you, disclosing your login information. Login and password information is case sensitive.
Are your items available for immediate shipment?
Yes, apart from "Out of Stock" items. Occasionally, we may have had a bad counting day whereby we may be a little short on a particular item. If this does occur, you will be notified immediately & offered an alternative option or a refund on that particular item.
Why can I only add a certain quantity of a particular item to my shopping cart?
Our shopping cart system will only allow you to add the quantity we currently have available on hand.
If you require more of a particular item, please contact me.
My cart will only allow me to add a restricted quantity:
If this occurs, it means you have the last we have available in stock.
Do your prices include GST?
Do you provide wholesale discounts?
No. Sunsetcrystals is a retail-only store.
Do you have a Catalogue?
No. Our inventory is constantly evolving, so we have chosen not to publish a catalogue. All the items we have for sale are listed on our website.
What hours do you operate?
You are more than welcome to browse or purchase items within our Online Bead Store at a time that is convenient to you. However, our online Store is not staffed constantly 24 hours per day, 7 days a week. Our business hours operate from 9.30am to 5.00pm Monday to Friday, (Greenwich meantime, 8.00 hours, Perth, Western Australia).
I've sent you an email & I haven't received a reply
Please ensure your email filters are set to accept mail from Sunsetcrystals. You will always receive a reply to your email. In addition to this, you will be receiving communication on the progress of your order, from the time you place it, to the time it leaves our premises. So please adjust your Email Spam Filters accordingly, and also check that you have provided me with your correct email address.
Why is there a sticker on my product stating WARNING - Cancer and Reproductive Harm?
California has very strict guidelines as to what may or may not be harmful to the environment. Their government rules and regulations require they label items that MAY have very minute particles that MAY cause cancer. So, to meet California's requirements you will see this on practically all EuroTool items. Please refer to www.P65Warnings.ca.gov
Why don't you have a phone number listed on your site?
Due to the overwhelming number of calls I receive, I decided to remove the telephone number so I could manage enquiries through email.
I encourage all questions or concerns to be sent via email to email@example.com & I'll be sure to get back to you as soon as possible.
Above all, I like to ensure our customers are happy with their purchase. If you have any questions about the items I sell or concerns with the products you've ordered, please send me an email so that I can provide you with an answer or give Sunsetcrystals the opportunity to rectify the situation.
We take pleasure in looking after our Beaders!