Frequently Asked Questions (FAQ's)

What is the best way to get in contact with you?

Our phone number is 0492 969 146. This is available Monday to Friday, 9am to 4pm roughly. Please Call us only, we cannot receive and send SMS's with this number due to its configuration.

What is your cutting tolerance for vinyl?

We usually send you more or larger pieces, however out minimum tolerance is +/- 0.5cm 

When will you send my order? 

Typically all orders are packed and sent within 48 hours, REGARDLESS of if you have selected Express Shipping or standard Shipping. All orders are processed in the order they are received in. Please email us after 48 hours if you have not heard from us. 

I’m after a particular product and I can’t find it on your website. Can you get it for me?

Normally, yes! We do have lots of product that aren’t on the website yet, and we have a great relationship with our suppliers. Anything that is special ordered in will be required to be paid upfront.

 

I am a seamstress, and I would like to either order some of your materials in bulk or have a design of mine printed. Can you help me?

Of course we can. Pop us an email at Kylie@youvegotmeinstitches.com.au and we can have a discussion about how You've Got Me In Stitches can help your business grow.

Do you do Wholesale orders?

Absolutely! We have strived to keep our pricing as low as possible, however, if you are after larger quantities of a particular product (typically over 25) contact us at kylie@youvegotmeinstitches.com.au

Depending on the product, and the cost, we can discuss bulk orders either for you to sell in your own business, or for your business use.

We have created amazing relationships with our suppliers, and they are willing to help us with lower prices every day. We could think of nothing more satisfying than to share the love and the savings with our customers, be they big or small!

Custom Orders - Why do I need to pay for my order in full up front?

Given your order is specifically created for you, if you change your mind half way through the creation process, we are left with an order that we cannot use. Not only that, there is a significant amount of time and effort that goes into making each original and custom product.

Unfortunately, there are alot of creator groups who share horror stories of not being paid, or have the order cancel last minute. My time is extremely precious to me, and my family.

I will send images and proofs along the way while I am creating, and I endeavour to have the descriptions and products be as specific as possible. It may be time consuming for you to order, BUT it ensures we both have clear expectations of what the finished product will look like.

Custom Orders - I spelt something wrong. How do I fix this?

If you let us know within the first 6 hours after ordering, there is no charge for fixing spelling errors or other errors. 

If we have completed the order, and you have approved the spelling (This is determined to be done at the time of "adding to the cart") Then unfortunately, we cannot fix this. We are not held responsible for spelling mistakes made at the time of ordering.

If the mistake is an error of ours and you have approved the proof, then we are also not held responsible. Make sure you check the proofs carefully.

If the mistake is ours completely or the design varies from the proof, we will replace the item (if the error is significant).

Custom Orders - I've changed my mind, I don't want it anymore.

We do not refund for change of mind purchases. Depending on how much work has been done at the time you let us know, we will only refund a portion. This will be decided once time, materials (and being able to salvage or reuse the materials at a later date), and how much of the custom work was completed at the time of the cancellation.

Refunds

We do not refund for any change of mind purchases. We will replace or refund at our discretion for faulty goods.

We do not refund Postage Charges. Our postage services are not guaranteed timeframes as we cannot control delivery providers. We wish we could though!

I haven’t received my order, but have a tracking number. Do I contact you to follow up?

No, you are best to follow up directly with the courier company specified in your tracking. We have access to the same information that you do.

With sendle, you can contact them and lodge enquiries from your tracking page. Simple!

Why are so many Nicapa tools out of stock?

There are 2 reasons currently. With COVID lockdowns, their manufacturing side had to stop. They are making products as quickly as they can.

The second reason is that a lot of products have had to be discontinued. These include

  • Knife blade and housing
  • Deep cut blade and housing
  • Scoring Stylus

These items won’t be returning for the foreseeable future.

Your Maknto tool kits are out of stock, when will these be returning?

We are speaking to the manufacturer and are hoping to get more made as soon as we can. We will keep you updated when we have an estimated return date.