Ordering & Shipping
Are you online only? Do you have a bricks & mortar store?
We are online only and don't run a bricks & mortar store. We are located in New Zealand and all product prices displayed on this website are in New Zealand Dollars and include 15.0% GST.
How do I order?
After placing items in your shopping cart proceed through the checkout process where you'll be asked to register or sign-in to your Wheels and Whorls account. Registering keeps track of your order status (including past orders).
What payment options do you accept?
Credit Card: All major credit cards are accepted via our secure online payment gateway, PayPal. This is integrated into our shopping cart. If you don't have a PayPal account, you don't need to sign up for one in order to complete a payment.
Bank Deposit: You can also make a deposit to our New Zealand bank account. You'll see instructions for this option during the shopping checkout process. If you choose to pay by bank deposit, please allow 1-3 days for the payment to clear before your order is dispatched.
What will shipping cost?
Free shipping applies to orders $75.00 or over, anywhere in New Zealand.
A flat rate of $10.00 shipping applies to orders $74.99 or under, anywhere in New Zealand.
How long does it take for my order to be sent?
Delivery typically takes 5 working days to New Zealand addresses. Parcels are sent by Posthaste couriers or NZ CourierPost. Ashford products may be drop-shipped (by courier) directly from the manufacturer. Please note: Couriers don't deliver to PO Boxes, so please supply a physical delivery address and have someone present to sign for the delivery. For rural delivery, ensure that you include the RD rural delivery in your shipping address.
What if an item I order is out-of-stock?
During check-out you can choose how you'd like us to handle this. There are three options: 1 Back Order Item(s): You can choose to have out-of-stock item(s) back-ordered and shipped when new stock is available; usually within 1-3 weeks. 2 Remove Item(s): You can choose to remove the out-of-stock item(s) from your order, in which case the item(s) that are currently in stock will be shipped and we will issue a refund for the out-of-stock item(s). 3 Cancel Order: You can choose to cancel your entire order, in which case we will refund your payment in full.
Do you ship internationally?
Currently we are only shipping to New Zealand addresses. If you reside outside New Zealand and wish to have an order delivered to a New Zealand address, during checkout enter your billing address as your home country credit-card address and your shipping address as the New Zealand delivery address.
How do I contact you about my order?
If you have a question about your order please contact us. We'll get back to you promptly.
Can I change or cancel my order?
If you'd like to change or cancel your order, please contact us as soon as possible. We aim to dispatch orders quickly and efficiently - usually within hours of receiving payment - so the sooner you contact us the better. After your order has been dispatched we cannot change or cancel it.
Can I return products?
If you have any concerns about products you have purchased from us, please contact us. We do not accept product returns unless there was a mistake in your order or it arrives damaged or is faulty, in which case it will be promptly replaced. To arrange a return please contact us for details. All Ashford spinning wheels and looms are covered by a one year warranty after the date of purchase.
Are the product colours accurate?
We do our best to ensure that fibre and yarn colours shown on this site accurately represent the real thing. However, computer screens do vary in how they display colour. We suggest purchasing a fibre or yarn sample card when you need true colour accuracy.
Can I buy a gift certificate?
Gift certificates make great last-minute gifts. You can create a certificate for any amount you wish and include a personal message to the recipient. The certificate will be emailed to the recipient after your order has processed.