We Are Here To Help
Phone: 1300 LINCRAFT (1300 543 272)
Email: customers@lincraft.com.au
Customer Service hours: 9.00am - 5.00pm, Monday to Friday
Ordering
Do you need a Club Lincraft account to shop online?
No, you may shop online and check out as a guest user.
Can I Layby products online?
No, all products must be immediately paid for in full.
I need help with my order, who do I contact?
Our customer service team are happy to help with any questions or concerns regarding your online order.
They can be contacted either by phone or email:
Phone: 3 470 1530
Email: customersnz@lincraft.co.nz
Customer Service hours are between 9.00am and 4.00pm, Monday to Friday
Will I be notified when my order is confirmed?
Yes, if a valid email address is provided when placing your order you will receive an order confirmation email once you have placed your order. If you do not receive this email within 24 hours, first check your junk folder and then contact our customer service team on 3 470 1530 or at customersnz@lincraft.co.nz
Alternatively, if you were signed in to a Club Lincraft account at the time of purchase, log in and check My Orders.
Cut Merchandise
Please note that cut or lineal product such as fabric cannot be returned or exchanged, unless faulty.
How Do I Use My Birthday Voucher To Purchase Online?
You are able to redeem your $10 Birthday Voucher online. To do this you are required to input your Birthday Voucher online code into the discount code box during checkout.
How Do I Redeem my Rewards Voucher or Credit Note To Purchase Online?
If you wish to redeem a store generated Club Points Voucher or Credit note online, please contact us.
I'm missing a product from my order, what do I do?
Please contact our customer service team and advise of the Order number and the Item that is missing. Our team will assist you in resolving the matter.
Please note that we may be shipping your order in separate parcels, please check your emails for further information regarding which items have been fulfilled on each tracking number.
What do I do if I receive a faulty item in my order?
If your item is faulty, please contact us so we can discuss the matter and provide instructions on what to do with the item.
Are prices in New Zealand Dollars?
Yes, all prices are shown in New Zealand dollars.
How Can I Pay?
Lincraft will accept the following payment methods - Mastercard, Visa, PayPal, Apple Pay, Google Pay or ZipPay. All prices are in New Zealand dollars including GST.
Fraud Protection
At Lincraft, we are committed to ensuring the safety and security of all online transactions. Occasionally, our systems may flag an order as having a high potential for fraud. When this occurs, we take extra precautions to protect both the purchaser and Lincraft from potential fraudulent activity.
If your order is flagged, we reserve the right to verify your identity as an additional security measure. This verification process requires a photo of a valid government-issued ID along with a photo of the credit card used to make the purchase.
This step is essential to confirm the authenticity of the transaction and ensure that your personal information remains secure. We understand that this additional step may feel inconvenient, but rest assured it is only applied in specific cases where our system detects a higher-than-usual risk.
At Lincraft, your security and privacy is our priority and all information collected will be held in accordance with our Privacy Policy. Thank you for your understanding and cooperation in helping us maintain a safe shopping environment for everyone.
Delivery
What is the delivery fee?
Lincraft will use PBT/New Zealand Post to deliver your goods.
We are unable to accept a PO Box as a delivery address.
We charge a flat rate shipping rate of $9.95 for all orders *Conditions Apply
* Delivery of larger items which do not comply with the carriers specifications will be sent via courier and incur a $20.00 delivery fee. This is noted in the product description and at checkout.
What is the delivery time?
We endeavour to have your order delivered within 7 business days but are subject to NZ Post delays at time. View the NZ Post delivery updates page for more details.
Lincraft Online will endeavour to supply all orders placed via the Lincraft Online Store.
All products are listed for sale in good faith, but it is possible that a supplier may notify us that a product is currently unavailable or no longer available. Upon receipt of this information from a supplier our online customer service team will contact you to let you know of the cancellation or delay of your order.
Can I track my order?
All orders will receive a tracking number via email once the order has been shipped.
This tracking number can be used on the relevant carrier website to track the delivery of the order. The tracking number may take up to 24 hours to appear on the tracking systems.
Do you ship Internationally?
No, we are only able to ship within New Zealand.
Returns & Exchanges
Refund & Return Policy
We will always honour your rights for a refund, repair or replacement as required by the Australian Consumer Law. Unless covered by the Australian Consumer Law we do not refund or exchange on products sold by the metre or paper patterns.
Wherever reasonable we will try and meet your expectations even for a "Change of mind" refund, provided it is returned within 30 days in a saleable condition, you have original proof of purchase and for refunds over $50, provide I.D. for store returns.
Retain your Tax Invoice for refund, exchange or credit.
Refunds can only be credited back to the credit card, Zip, Humm or Paypal account that was used to make the original purchase. The refund will be processed as soon as possible and generally within 3 days of receipt of the returned product. Unless the product is faulty or not what you ordered, we will not refund on paper patterns and cut or lineal product such as fabric/trim. If we send you the wrong product or it is faulty, you will receive a full refund (including freight). Freight costs will not be refunded for 'change of mind' returns.
How do I get a Refund or Exchange?
There are two ways to obtain a refund or exchange for your online purchase:
POST
Mail the item back to
Lincraft Online
84 filleul street
Dunedin Central
Dunedin OTA 9016
OR
Lincraft Online
The Mall
185 Main Street
Upper Hutt WGN 5018
The item must be in the original packaging, undamaged, saleable and include your Proof of Purchase. The item must be returned within 30 days of receipt.
IN STORE
Return the item to any Lincraft store within 30 days of receipt. It must be in the original packaging, undamaged, saleable and include your proof of purchase. Tax invoices are included within the parcel contents.
Refunds can only be credited back to the credit card, Zip, or Paypal account that was used to make the original purchase. The refund will be processed as soon as possible and generally within 3 days of receipt of the returned product. Unless the product is faulty or not what you ordered, we will not refund on paper patterns and cut or lineal product such as fabric/trim. If we send you the wrong product or it is faulty, you will receive a full refund (including freight). Freight costs will not be refunded for 'change of mind' returns.
Click & Collect
What is Click & Collect?
Click & Collect allows you to purchase goods through our secure Lincraft website and pick them up at your chosen store.
When you use Click & Collect to buy online, your goods are paid for before you arrive, so all you need to do is collect and go. Your Click & Collect order will be ready to collect within 24 business hours. (Subject to stock availability, in selected stores & pending confirmation for Pick up)
Within 24 hours of placing your order you will receive an email confirming your order is ready for Pick-up.
Occasionally, during promotional periods or on weekends, it may take longer than 24 hours.
Please ensure you have received your ‘Ready for Pick-up’ email BEFORE proceeding to your chosen store.
There is no additional charge for Click & Collect.
How Click & Collect Works.
- Browse the items you would like to add to cart.
- Check that the item chosen is available for Pick up by looking for the Click & Collect or Click & Collect Only flag.
- You can click on the product to view which stores have the ‘stock available in store’. *1
- Choose the appropriate colour, size and quantity.
- Add the item(s) to your cart.
- Follow the steps to check out as normal. The information section in checkout will offer the delivery method options of ‘Ship’ or ‘Pick Up’. *2
- Select which store you wish to collect your items from.
- Complete payment of the order.
- You'll receive an email confirming your order.
- A second email will be sent when your order is ready for Pick-up. Ensure you bring with you a digital or printed copy of the 'Ready for Pickup' email along with photo identification.
- After receiving the ‘Ready for Pick-up’ email, head into your chosen store and check the signage for the Click & Collect pick-up point, present your email and ID to collect your item(s).
Can I Click & Collect from any store?
Click & Collect is now available in selected stores across the country.
Does Click & Collect require a minimum purchase?
No, click and collect is available without a minimum purchase amount.
When can I collect my Click & Collect order?
Your order will be ready to collect within 24 hours. Please ensure you have received your 'Ready for Pick-up' email BEFORE proceeding to your chosen store.
What should I do if my desired product(s) appears unavailable at my local store?
If an item is unavailable at your local store, check if other local stores have your item in stock for Click & Collect. Alternatively, you can arrange for the item to be delivered by selecting the 'ship' option. (Excluding products with Click & Collect only flag)
What if all the items I want aren’t available to Click & Collect at my chosen store?
If some items in your cart are not available for Pick Up at your chosen store but are available for home delivery you can still purchase them by placing a separate order to be shipped to you. This way you can collect some products from your local store and have the balance delivered.
You have the option of ‘save for later’ during checkout so you can add unavailable items to your wish list, create the order for the items which are available and retrieve the other items from wish list to include on a separate order. It is recommended to sign into your online account to retain the wish list items if you intend on returning on a different session.
Do I need my ID when picking up my items?
Yes, you'll need to present your ID before picking up your items.
Can someone else pickup my order for me?
Yes. Just provide the name and mobile number of the person collecting your order at checkout. Make sure they have their ID ready at pick up.
If you’ve completed your order but can no longer collect it or would like to send a proxy, please contact our Customer Service Department.
Can I change or add to my order?
We can’t change an order once placed online, our Customer Service team can help to refund your order whilst you create a new one or assist in exchanging products once you arrive in store.
If you decide to change products or add additional items, you can do this once at the store.
Our team can also return your Click & Collect and assist you to buy something different when you get in store.
Please note, if payment was made via Paypal or Zippay the refund/exchange process will need to be processed by Customer Service.
Can I cancel a Click & Collect order?
Yes. Should you need to cancel your order prior to pick up, please contact our Customer Service Department as soon as possible.
How long will you hold my Click & Collect Order?
Your order will be held for 5 days from the time your 'Ready for pick-up' email arrives. After this time items will be returned to stock and your order will be refunded.
If you can’t collect your order in time, please contact the collection store to make arrangements, our team will provide options, so you don’t miss out.
Are there any items that aren’t available for Click & Collect, even if my store has stock?
Only items which are flagged on the website with ‘Click & Collect’ or ‘Click & Collect only’ are available for collection.
What happens if my order isn’t available when I arrive at the store?
Firstly, ensure you wait for the ‘ready for pick-up’ email BEFORE proceeding to your chosen store. This will ensure the team have put aside your item(s) and assigned it to your order.
Our inventory is frequently changing and sometimes we will cancel item(s) from your order which are no longer available at your local store.
You will be notified by Phone if any part of your order cannot be supplied.
Can I return a Click & Collect order?
Returns are offered in accordance with our Refund Policy.
Additional Disclosures
*1 While we make every effort to ensure that all items listed on our website are available for purchase, we acknowledge that discrepancies in stock levels may occasionally arise. In this case someone will be in contact with you to advise of the situation.
*2 If there are no stores in your vicinity that can supply all the items in your cart, you will be notified
that "pickup is not available for this order." This message serves as a friendly reminder to consider including only items that are available at one store in your cart. Please utilise your wishlist to put items aside for a separate order.
Gift Cards
How can I purchase a gift card/voucher?
eGift cards & physical gift cards can be purchased online at lincraft.co.nz.
Where Can I Use My Gift Card?
Both eGift and physical Card types are redeemable online at lincraft.co.nz and in New Zealand Lincraft stores.
What Is An EGift Card?
An eGift Card is a Gift Card that is delivered via email. eGift Cards are delivered within minutes to the nominated email and can be redeemed online or in store. To redeem in store simply print the eGift Card or scan directly from a mobile device. Note: eGift Cards will be activated 24 hours after purchase.
What If I Did Not Receive My EGift Card?
eGift Card orders are ordinarily delivered within 5 minutes of an order. However, email carriers and other issues can delay your order. If you don't receive your eGift Card within 4 hours of purchase, please contact us.
Do Gift Cards Expire?
Physical Gift cards and eGift Cards expire 36 months (3 years) after the issue date or until no amount remains on the gift card. Any balance that remains on the Gift Card after expiry will not be available for use.
What Gift Card Values Can I Purchase Online?
Gift Cards can be purchased in $10, $20 and $50 denominations.
Can I Add A Message To The Gift Card I Bought Online?
Yes, you can direct your egift card to a particular recipient and create a custom message of up to 400 characters including spaces. To do this, click onto the egift card denomination required to personalise, fill in the mandatory fields.
Can I buy more than one gift card in a transaction?
Yes, you can add multiple gift cards to the cart and specify the recipient and a personalised message for each gift card when you click the product and add to cart. Each egift card will be sent as a separate email with the personalised details attached.
What If My Gift Card Is Lost Or Stolen?
Treat your Gift Card like cash. Lost and stolen Gift Cards will not be replaced or refunded.
Can I Exchange My Gift Card?
Unfortunately you are unable to refund or return Gift Cards.
Can I Return Or Refund A Gift Card?
Unfortunately you are unable to exchange Gift Cards as they are treated like cash.
Can I Cancel My Gift Card Order If I Order Online?
Unfortunately, once an order is submitted online it is unable to be cancelled.
Can More Value Be Added To A Gift Card?
No, once a Gift Card has been purchased the value on it is unable to be increased.
Can I Order Gift Cards From Outside New Zealand?
If you are not residing in New Zealand and wish to purchase an egift card, please contact us.
Is There Anything I Can't Use My Gift Card For?
Yes, you are unable to use your Gift Card to purchase gift cards.
How Do I Use My Gift Card To Purchase Online
- When reviewing your cart, locate the Gift Card field. Enter the card number as written on the card or in the email and select Checkout.
- The amount of your order will then be deducted from your card and any remaining amount will stay on your card for future use.
- You can use multiple gift cards per order by returning to cart after applying the gift card payment.
- You can combine your gift card payment with Credit Card, PayPal or Zip. Please ensure that you enter your gift card details first.
- You can use your gift card as many times as you want until the balance reaches zero.
- We will not refund cash for any unused gift card amount.
Gift Card Terms & Conditions Of Use
The gift card/egift card ("card") is issued by Lincraft Australia Pty Ltd ("Lincraft") ABN:94401362364. A defaced, mutilated, altered, lost or stolen card will not be replaced, refunded or redeemed. This gift card, once activated is: redeemable for merchandise at Lincraft Stores in Australia; redeemable at Lincraft.com.au; not redeemable for cash and is not a negotiable instrument; valid until the earlier of 36 months from the date of issue or when no amount remains on the card; not able to be reloaded but is partially redeemable. Cash will not be given for any unused amount. Any unused amount after the expiry date of this card will not be refunded or credited. Check card balance by visiting a lincraft store or contacting customer service.
Club Lincraft
How do I update my Club Lincraft details?
Log in to your Club Lincraft account.
On the 'My Account' page you have the option of editing your Contact Information and Address Book.
What benefits do I receive as a Club Lincraft member?
As a Club Lincraft Member, you are entitled to the following benefits:
- Earn points for every dollar spent ($1 = 1 point)
- For every 250 points accumulated, you receive a $10 voucher in store *
- Exclusive online offers and sneak previews
- Everyday discounts on our Members Save range
- Register your email address with us and receive a $10 voucher on your birthday each year
- 10% OFF dress patterns everyday
*If you are an 'Online' customer please contact our customer service team to redeem your points for a voucher. Vouchers will be emailed. Member must be subscribed to be sent a voucher.
What are Club Lincraft Points?
Club Lincraft Points are awarded to Club Lincraft Members on the completion of a single transaction.
Points are awarded on the basis of 1 point for every $1 spent in a single transaction.
In order to obtain points, a Club Member must present their card before the completion of the transaction or be logged into their account if purchasing online.
How can I use my Club Lincraft Points?
Club Lincraft Points are converted to vouchers
Your voucher will automatically be printed at point of sale in store when a minimum of 250 points are accumulated *.
These credit voucher are valid for 3 months and cannot be redeemed for cash or replaced if lost.
- This Voucher entitles the bearer to a discount to the face value only
- If not used in full within 3 Months of Issue date, the balance, if any will expire.
- Vouchers are to be used in full. No change or credit note will be given.
- Vouchers can only be redeemed by the Primary card holder and your card must be present at the time of use.
- Vouchers are not negotiable, transferable or redeemable for cash.
- Vouchers are void if defaced, torn or tampered with in any way and will not be replaced.
*If you are an 'Online' customer please contact our customer service team to redeem your points for a voucher. Vouchers will be emailed. Member must be subscribed to be sent a voucher.
What are the Members Save Products?
Members Save Products are our fantastic products that we offer at a great price for our Club Lincraft Members. Just be signed in to your account to receive the Member price.
You can view our range of Members Save products by clicking here.
I can't sign in to my Club Lincraft account.
If you are having any difficulty signing into your Club Lincraft account, please ensure your membership has been registered online and that you are entering in the same email address recorded on your in-store membership.
If you continue to have problems, please contact our customer service team on 1300 LINCRAFT or at customers@lincraft.com.au.
What can I do if I forgot my password?
If you have forgotten your password, click on the Sign In link and then Forgot or change your password.
You'll then be able to enter your email address and we'll send you a link to create a new one.
Club Lincraft Competitions
To find out more about current competitions, please visit our Competitions T&C's page.
Club Lincraft Terms & Conditions
1. Membership
1.1 Membership is free to Australian residents. A person who wishes to become a member is bound by these Terms and Conditions, as varied from time to time.
1.2 It is a condition of membership that you provide an active current email address and Club Lincraft may refuse any application for membership for any reason.
1.3 A member must notify Club Lincraft immediately of any change of residential or email address or mobile phone number.
1.4 Club Lincraft may terminate a membership without notice and for any reason including, without limitation, if the member:
· fails to comply with these Terms and Conditions;
· abuses any privilege accorded to the member under the Club Lincraft program; or
· supplies any misleading information or makes any misrepresentations to or about Club Lincraft, or if the member does not use his or her membership for a period of 12 months or dies or becomes bankrupt.
1.5 Membership can be used at all Australian Lincraft stores.
2. Earning points
2.1 Club Lincraft points are earned on the basis that at least one standard point is issued for every $1 spent in a single transaction. From time to time, bonus points may be issued in addition to standard points under specially advertised promotions or competitions. For the purpose of calculating the value of an individual purchase, points are accrued based on the whole dollars paid, inclusive of GST.
2.2 Points will be credited to a member’s account for purchases by the member of qualifying goods or services but not for Gift Vouchers.
2.3 In order to obtain points, a member must advise the staff member that they are a member before the purchase is concluded at the point of sale or, if the purchase is by telephone or mail order, by quoting the membership number.
2.4 Points and the rights they confer cannot be sold, transferred, assigned or otherwise dealt with except in accordance with these Terms and Conditions. Points have no cash or monetary value.
3. Points
3.1 The accrual of a minimum of 250 points in a quarter will qualify the member to receive a credit voucher. The value of the voucher will be 4% of the total qualifying spend during that period.
3.2 Credit vouchers will have a validity of 3 months and cannot be redeemed for cash
or replaced if lost.
3.3 The value of the credit voucher will be based on the total number of points accrued by the end of the collection period and rounded down to the nearest dollar.
3.4 The redemption value of the points may be changed at Lincraft Australia’s discretion but will not affect any points issued prior to the date of change.
4. General
4.1 The Privacy Policy issued by Lincraft Australia Pty Ltd forms part of these Terms and Conditions, but shall prevail over these Terms and Conditions if they are inconsistent in any respect.
4.2 Club Lincraft reserves the right to suspend or terminate the Club Lincraft program at any time without prior notice. Club Lincraft will not be liable for the suspension or termination of the Club Lincraft program on any account whatsoever including (without limitation) for any points balance in a member’s account at the time of suspension or termination.
4.3 The promoter and owner of Club Lincraft is Lincraft Australia Pty Ltd,171-177 Cherry Lane, Laverton North Victoria 3026, ABN 94 401 362 364.
Lincraft GOLD Membership
What is Lincraft GOLD Membership?
Lincraft GOLD membership is a subscription membership which is available to anyone. On top of Club Lincraft benefits, you will continue to accrue points to earn reward vouchers, with some extra special benefits which include:
- A $20 Birthday Voucher each year on your birthday (*Date of birth and a valid email address must be supplied)
- Free Shipping on all online orders (*Excludes Rug Shipping)
- An extra 10% off all prices (*Excludes storewide % off sales, Gift Cards & Donations)
What types of subscriptions do you have?
We currently have 2 options for subscription - Monthly (Pay $9.95 per month, minimum 1 month) or Bi-Annual (Pay 6 months up front, save 10%)
Can I cancel my subscription?
Absolutely! You can cancel your subscription whenever you'd like. Just hop onto your online account, click on the subscription tab, or hit the 'manage membership' button in your Gold Membership emails. If you run into any hiccups, our friendly customer service team is here to help. After cancellation, you can still enjoy all the Gold member perks until your current subscription period expires.
Can I skip renewals?
Please contact our customer service team and we will gladly assist you.
How will the subscription fee be paid?
Once you have signed up for the initial subscription, our system will automatically generate and process an order on your behalf using the payment method originally used. You will receive emails relating to the renewal order and payment.
How can I update my payment details?
Login to your online account and visit ‘My Subscriptions’. You can select payment details and trigger an email to be sent to you to securely update your payment details.
What if my Credit Card Expires?
You will receive an email advising that your card is due to expire before your next renewal. Please follow the steps to securely update your payment details.
Do I get discounts in store as well?
Yes, your subscription membership is for both online and in-store. Online discount will be available within 10 minutes of membership purchase. In-store discount will be available on the following business day of membership purchase. Please note that any 'Early access to product' offers will only be available online.
Is my subscription valid in other countries?
Your Gold Membership is only valid within the country within which you signed up. Please contact our customer service team if you are permanently moving country.
Lincraft GOLD membership Terms & Conditions
You can see the full terms & conditions here.
SHOP Validation
Why do I keep getting a SHOP validation pop up?
The system has recognised your email or phone number as being associated with a SHOP account. The validation is for security purposes to keep your information safe.
I didn't login, why did I receive a validation code?
Receiving unexpected Shopify verification codes can initially be alarming. However, it often boils down to accidental entry of your information by another user, such as a wrong digit on a phone number.
Can someone access my financial information with just a verification code?
No, the verification code alone doesn't grant access to your financial information. It's part of a security measure to prevent unauthorized access.
How can I opt out of SHOP?
Shopify provides an opt-out feature for individuals who receive codes but don't have or want a Shop Pay account. You can opt out using this link.
