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 manage this website from our private home in Auckland, New Zealand and orders are dispatched directly from the Ashford factory in Ashburton. 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).
Why do you have a $30 minimum?
To ensure you receive fresh stock and the latest models of equipment, orders are shipped directly from the Ashford factory and we subsidise the high cost of direct shipping. This means we can't fulfill orders under $30 without making a loss. Sorry for the inconvenience.
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?
A flat rate of $10.00 shipping applies to all orders anywhere in mainland New Zealand, including rural addresses and Waiheke Island but excluding Stewart Island, Great Barrier Island and all other off-shore islands.
How long does it take for my order to be sent?
Delivery typically takes 2-3 working days plus a day extra for rural. Parcels are sent by Post Haste couriers and New Zealand Couriers. Ashford equipment is drop-shipped (via Post Haste couriers) directly from their factory in Ashburton. 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 two 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. 2. 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.