Products
Who designs your products?
Our products are either designed by KateKrochet or sourced from a variety of digital artists, fibre artists and chainmaille artists.
All artists are credited for their work, along with a link to the artists webpage/seller page.
How are your product materials sourced?
The materials for our products are sourced both locally and globally, selecting only those of the highest quality.
How are your products manufactured?
Each product is either handmade or machine made on site. We do not dropship or purchase premade items to resell.
How are prices calculated?
Each item is handmade and unique. Please keep in mind that as each item is handmade and not mass manufactured, creating each item can be a time consuming task.
When pricing items, there are several factors which are included; cost of the materials, difficulty level of creating the item, as well as the time taken to create the item. We ensure that creators are paid fairly for their work.
I have allergies to certain fibres. How will I know if I can use your product?
Each product description details the material/s used. Please check these descriptions carefully, to ensure avoiding any allergies
Can I request a custom made item?
Some items will have custom attributes as per the item description.
If an item does not indicate custom attributes, then items are only available as shown. This is due to availability of materials, and time taken to create items.
Please keep in mind, that each item is handmade and can take a significant amount of time to create.
We are committed to reducing processing times, so we can get your item/s to you sooner.
If you don't mind the time it takes to create a unique item, especially for you, then please contact us with a description of your enquiry.
How do I take care of my item?
All physical items are sent with care instructions, determined by the type of product and materials used.
How do I receive my Digital Download purchase?
Once you have completed your purchase, you will have 2 options for downloading your Digital File;
After purchase, an option to Download Now will be available on the Purchase Confirmation Screen
You will automatically be sent an email with a secure download link.
If you have not received this email, please check the following:
- Your email address and account details are correctly entered
- Check Spam/Junk/Promotions Folders
- Check your email account for settings that may block you from receiving an email with your Digital Download Link
- Confirm with your Financial Institution that your order has been paid for. Sometimes, an order may be 'Pending', which may delay the process.
If you still have not received your Digital Download link, then please contact us with your order number and details of your missing item/s.
How do I use the Digital Row Counter with my Digital Pattern Purchase?
All digital patterns have been created to easily integrate with Patternum via their website, or app available on iOS and Android Devices.
Once you've downloaded your digital file, open the digital content and tap on 'Open in the App' located in the top right corner on Page 1 of your file.
You may need to create an account with the Row Counter App.
From there, import your PDF pattern. A Global Counter has been customised for each pattern.
You can locate the Row Counter App FAQ here.
Shipping
When will I get my order?
We will work quickly to ship your order as soon as possible. Manufacturing times for Custom Made or On Demand orders may vary, and be indicated in the product descriptions.
Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Australian Delivery Times: Click Here
International Delivery Times: Click Here
For the latest information on international disruptions, view International delivery disruptions and service updates.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
My country isn't listed as an option for shipping?
If your country isn't listed as an option for shipping, please feel free to contact us for more information. It may just be an oversight and is not intentional.
Are Taxes, Duties and International Fees included in my final price?
Australia All prices include 10% GST. No additional taxes or duties will be charged upon delivery within Australia.
USA All orders shipped to the USA are sent using Australia Post international services. Shipping costs are calculated at checkout based on package weight.
As of August 2025, all imports into the USA are subject to applicable duties and tariffs regardless of order value. An estimate of duties and import taxes will be calculated and collected at checkout so there are no surprise charges upon delivery. Actual duties assessed at the US border may vary. If you are charged additional duties upon delivery after paying at checkout, please contact us with photographic evidence and we will refund the duplicate amount.
UK & EU VAT and applicable import taxes are calculated and collected at checkout. Your order will arrive with no additional charges due upon delivery.
All Other International Countries Orders are shipped via Australia Post international services. Where possible, an estimate of applicable duties, VAT, and import taxes will be calculated and collected at checkout so there are no surprise charges upon delivery.
In some countries, customs authorities may still charge additional fees upon delivery. If you are charged duties or taxes after already paying them at checkout, please contact us with photographic evidence and we will refund the duplicate charge.
We recommend checking your local customs website for further information on import regulations in your country.
Refunds/Exchange
Can I get a refund on my Digital Purchase?
All digital product sales are final. Because our products are delivered instantly via download, they cannot be returned or exchanged. Please review all product details carefully before completing your purchase.
Visit our Return and Refund policy for more information.
I've changed my mind after purchase, can I get a refund/exchange?
In accordance with Australian Consumer Law, we offer refunds or exchanges for change of mind provided that the items are returned unused, unworn, and in their original condition with all packaging intact. Returns must be initiated within 30-days of purchase.
Please note that digital products are exempt from change-of-mind returns once downloaded. This policy does not exclude your rights to a transition or refund under consumer guarantees if a product is found to be faulty.
Once an item has been shipped, we are unable to refund your item for change of mind. If you have unintentionally purchased an item, please reach out to us via email within 1 Business Day to request a refund or exchange. Visit our Return and Refund policy for more information.
I received a package, but I have received incorrect items/ haven't received all my items?
Incorrect Items/Missing Items:
While every effort is taken to ensure you are receiving the correct product, sometimes mistakes are made due to human error. If this occurs, contact us via email within 14 Days of receiving your purchase, to arrange return of the incorrect item and replacement. Replacement item will be sent upon receiving the returned item.
Partial Order Received:
Depending on the size of your order, your items may be sent in separate packages. If this has occurred, please refer to your tracking information for updates from the Shipping Service.
Once Australia Post has taken possession of your order, KateKrochet is no longer in control of delivery times associated with your package. You may need to reach out directly to the Shipping Service for further information. Please refer to the tracking information provided after purchase.
Visit our Return and Refund policy for more information.
My item was damaged after use. Can I get a refund/replacement?
All items are shipped with care instructions. Refunds and returns are not available for damage caused by failure to follow the provided care instructions.
This exclusion does not apply where a product has an inherent defect unrelated to care or use.
Contact us
This form is for customer enquiries about KateKrochet products, patterns, and orders only. Unsolicited marketing, SEO, and business proposals will not be responded to.