FAQs

Website

Where have all my order details gone in my account?

We could not carry over either your password or your historical orders into  our new improved website which we launched on 6 September 2021 however this new website will keep all your new account records for you in a much more user friendly format.

Why can't I see any details about a product I am looking at?
If details aren't obvious, clicking or touching any product image on the website will reveal the product description. Selecting `more info' will even more.

New website, have you sold the business?

No.  Same company, same management, same  customer care. 

How do I return to the home page?

Clicking on the Fibre Fusion logo on any page returns you to the home page.

Why can't I select a product weight or size?

If you can only select one variant amongst a few, and this  is repeated across the site it could be a browser issue.  Try accessing the website from another device or another browser.  If this doesn't solve it quickly for you never hesitate to contact us.  We can take your order by phone or email or or talk you through the website.

How do I enter a PO Box  in the shipping details?

If the address for example is PO Box 67 Kew East Post Office then:

Address field: PO Box 67, Suburb field: Kew East, State Field: Vic, Postcode field:3102

"Kew East Post Office"  is not required. No other street address required.

Can I only pay with Pay Pal Express?

No, you can  also pay with Mastercard, Visa or a bank direct deposit.  Proceed down the page below the paypal express button and fill in the customer contact and shipping details.   Select the Continue to Shipping button. Your shipping options and costs will then be displayed. Once you choose your preferred shipping, select the Continue to Payment button. Here you  can enter your credit card details or copy  the bank details to do a bank direct deposit.  Please note that with a bank direct deposit, order will be dispatched once payment hits our bank.

General

I can't do payments over the internet can I do it by phone?

Sure, just give us a ring during business hours.

Can I come visit the Fibre Fusion Studio?

Due to covid 19 we no longer accept studio appointments.  

I'm in the neighborhood, can I organise a  click and collect?

Yes.   Best to contact us prior to completing your order.  We will then send you a link to enable free shipping at the checkout. You'll be notified by email of our address in Kew East  and when your order will be ready to collect (generally within a few hours  on business days).  

What is the currency of  the product prices and are they the export price?

All product prices are displayed in $AUD(Australian dollars).  When you view our shop from outside Australia, the prices you see will still include our 10% GST tax.  When you proceed to the checkout and enter your non-Australian address, the 10 % GST will automatically be removed from the product prices in your shopping bag.  Duties and taxes payable in the customer's country outside of Australia are the responsibility of the customer.

 

Can't find an answer to your question here?  Contact Us