Frequently Asked Questions

We want ordering from Knotting Hillbilly to be easy! Here you'll find answers to some of the most common questions about ordering, shipping, payment, rewards and returns.

Where do you ship?

We currently ship Australia-wide using Australia Post.

You can choose from the available Standard options at checkout. Tracking details will be provided once your order has been dispatched.

If you are outside of Australia and would like to place an order, please send a list of what you would like to purchase alond with your address and I will provide you with a shipping quote.

How quickly will my order be sent?

Most orders are packed and posted within 1–2 business days.

Some products may take a little longer, particularly items that need to be measured, prepared or made especially for your order, and some DIY Kits.

If there is likely to be a significant delay with your order, we'll let you know.

Can I collect my order?

While local collection isnt available, delivery may be in the Atherton Tablelands and Cairns region.

Please contact Knotting Hillbilly before placing your order if you'd like to find out what options are available for your area.

How can I pay?

Knotting Hillbilly accepts a range of secure payment methods available through our Shopify checkout, including major credit and debit cards.

Other options such as Afterpay and Knotting Hillbilly gift cards may also be available and will be displayed at checkout.

Can I use a discount code?

Yes. Enter your discount code at checkout.

Some discount codes cannot be combined with other discounts or automatic sale promotions. If a discount cannot be combined, Shopify will let you know at checkout.

Please check any individual promotion for its specific conditions.

Do you have a Rewards Program?

Yes! Join the Knotting Hillbilly Rewards Program and earn points every time you shop with us.

You'll earn 1 point for every $1 you spend, and your points can be redeemed for rewards to use towards future purchases.

You'll also receive 200 points just for joining.

To join, look for the Rewards icon in the bottom right-hand corner of the website and click Join Now.

Already a member? Simply click the Rewards icon whenever you visit Knotting Hillbilly to check your points balance and see which rewards you have available to redeem.

Can I return something if I change my mind?

Knotting Hillbilly does not accept returns, refunds or exchanges for change of mind, so please choose carefully before placing your order.

If you're unsure about a product, colour, quantity or which cord will work best for your project, please contact us before ordering. We're always happy to help you choose.

What if there is a problem with my order?

If your order arrives damaged, faulty, incorrect or there is another problem, please contact Knotting Hillbilly as soon as possible and preferably within 7 days of delivery.

Please include your order number and photographs where applicable so we can work out the best way to resolve the problem.

Nothing in this policy excludes any rights you may have under Australian Consumer Law.

Do sale items qualify for returns?

We do not accept returns on sale or clearance items for change of mind.

If an item is faulty, damaged or incorrect, please contact us. Your rights under Australian Consumer Law still apply to sale and clearance products.

How do I return an approved item?

Please do not send an item back without contacting us first.

If a return has been approved, we'll provide you with the return instructions and address.

Unless the return relates to a faulty, damaged or incorrectly supplied product, any approved return postage costs are the responsibility of the customer.

Items must be returned in their original condition unless the nature of the fault or problem makes this impossible.

I need help choosing macramé cord. Can you help?

Absolutely!

If you're unsure about cord size, type, colour or how much you'll need for your project, please get in touch before ordering.

You can also visit The Fibre Lounge for macramé guides, tutorials, inspiration and helpful resources.

Still have a question?

We're happy to help.

Email knottinghillbilly@gmail.com with your question and we'll get back to you as soon as we can.