Got a question? Need an answer?
At Aunt Jenny we are here to help with any of your textile needs. So if you need to get in touch please contact us and we will get right back to you.
We have taken the liberty of popping some common questions and the answers on this page to help you on your textile journey.
We look forward to hearing from you.
xx Aunt Jenny
We aim to get your order to you as quickly as possible. All orders are processed packed and shipped Monday - Friday.
You will receive a notification that your order has been processed and also another notification with tracking details as soon as your order has been fulfilled. We love keeping you up to date so if you have an item on backorder we will be in touch with updates regarding this also.
We aim to get your order to you as quickly as possible.
Orders are packed and shipped Monday, Wednesday and Fridays.
Expected delivery times can vary between 5-10 days as our goods travel Australia wide and also between New Zealand and Australia.
Goods are delivered using Australia Post and DHL.
Delivery is to the address provided.
As soon as your order has been fulfilled you will receive a tracking number, you can follow the progress of your parcel by clicking on the tracking information.
Any concerns with your order please don't hesitate to contact us and we can assist you.
xx Aunt Jenny
It happens more than you may think, you submit your order and within moments you realize you missed something important from your order.
If this happens, please email us as soon as possible - firstname.lastname@example.org.
We do not guarantee we will be able to add to your original order but we can try.
We usually have quite a fast turn around from receiving your order to getting this processed in with the warehouse.
Once processed by the warehouse we are unable combine your postage, sorry!
Should you purchase a product that is out of stock and still on the production line. Stock levels change daily so you will be notified if this is the case and the product will be placed on back order - we will let you know the estimated date of when it will be back in stock and keep you updated. As soon as your item is back instock it will be sent and you will receive a tracking number completing your order.
At this stage we can only sell to you if you have an Australian delivery address. If you are enquiring from overseas we are happy to assist you with locating a retailer in your country who can help you with your order. Click here: Where to buy overseas.
As soon as payment is received, providing there is stock available your order will be dispatched the next working day. You will be advised if there is a stock shortage. You will also be advised by email when your order has been dispatched.
Your order is packed with care and consideration. Orders being dispatched from the factory in New Zealand are packed into boxes with that can be easily handled. We use Australia Post postage packs in Australia with delivery direct to your door.
As soon as your order has been fulfilled you will receive a tracking number, you can follow the progress of your parcel by clicking on the tracking information link sent to you once your order has been fulfilled.
Goods are delivered using Australia Post and DHL.
Postage and handling charges are calculated in accordance with the total cost of goods purchased and the time taken to process and fulfill your order.
In order to give you the best prices and no surprises at checkout, our shipping fee is a FLAT RATE of $20.
You can shop to your heart's content, knowing that the cost to ship will not change, no matter how big your order.
Postage and handling charges are made up of more than just the cost of posting your items. Materials have to be considered as well as time.
We do not make any money from shipping, we are simply passing on the costs that we incur for processing your order.
The $20 flat fee also ensures that we can get items to you in a timely manner and that it can be tracked.
We recommend to customers who are wishing to purchase smaller items to team up with other members of their guild or friends who may also want to get some bits and share the cost.
Unfortunately, if we were to start making special arrangements this could set unrealistic expectations and confusion, which we intend to avoid.
I am sorry, but we are unable to adjust the cost of shipping no matter the size of your order.
Whoops I ordered the wrong thing! Not a problem.
Super easy with Aunt Jenny
Aunt Jenny believes that if you are not 100% satisfied with your purchase, you can return the product and get a full refund or exchange the product for another one, be it similar or not.
Any product you return must be in the same condition you received it in and in the original packaging.
Aunt Jenny does not refund the cost of RETURN POSTAGE CHARGES, these will be at the cost of the person returning the goods.
You can return a product for up to 30 days from the date you purchased it.
Damaged in transit is rare however if it happens we will take responsibility for it.
For damaged or faulty goods we will ask you to send through a photograph of the damage or fault and also identify the product by its manufacturing details - these can be found on the side of the box that it was packaged in.
Before you send anything back please send us an email or call us with your return enquiry and we will find the best solution to suit you.
Our return address is:
PO Box 35
Wodonga High Street
xx Aunt Jenny
In the unlikely event there is a fault in the manufacturing of any part of an Ashford product purchased from an authorised Ashford dealer, Ashford Handicrafts New Zealand will replace that part if claimed within 12 months from the date of purchase. Here at Aunt Jenny we work with you to make this process easy and efficient.
All of our parcells are beautifuly presented however, should you require specific gift wrapping please email us before placing your order. We cannot guarantee gift wrapping but we can try our best.
Absolutely! Just ensure that the delivery address is different from your billing address - we will ship to any address within Australia.
All of our prices are in Australian dollars (AUD) and include GST (Goods and services tax).
Aunt Jenny pricing is in line with the recommended retail price for each item as defined by Ashford Handicrafts Ltd. New Zealand.
We do not offer wholesale accounts.
Please send Aunt Jenny an enquiry if you are considering an order for your club, school or next workshop we are only too happy to assist you with your project and budget.
Aunt Jenny regards customer privacy as an important part of our relationship with our customers.
We use google analytics and remarketing cookies on our website so that we can improve your experience as a customer and your customer journey.
We only use this information to process orders, provide you with product updates and market to you based on your purchase history by providing new releases via emails.
Aunt Jenny does NOT pass on/sell/swap any of your personal details with anyone.
We are very happy to answer any questions you may have about your privacy via email email@example.com
No worries, credit cards aren't for everyone,
We accept a direct transfer and all our bank account details are provided at checkout should you select this option.
If you would prefer to have your order processed in person please call us on 026 100 3052 and Cheryl will take you through processing your order over the phone.
Payment by cheque is no longer available.
SORRY it's now a thing of the past, Gay & David have taken up making wine in New Zealand and the property is no longer home to Ashford Australia. You can find Gay & David at Meniscus Wines on the side of hill in Akaroa, Banks Peninsular, New Zealand.
We now live here ONLINE and can be accessed be everyone, anywhere, anytime.
There are many fabulous Spinning & Weaving Groups scattered all around Australia. Try a google search to connect with one in your local area.
I'll try! Best thing is to send me an image and describe the problem in an email, I'lll usually do a bit of research on your behalf (I've got great contacts!) and get back to you with and answer ASAP. Please email us at firstname.lastname@example.org
I love this question, send me an enquiry I'll look back and see what she has bought recently and let you know the perfect gift to compliment her existing Ashford product. It'll be a great Birthday!