About Sculpey Polymer Clay Australia Store
This online store is a business managed by Alexandra Bay Pty Ltd in Brisbane, Australia. We are a family owned business committed to providing the best quality products at affordable prices. We have over 12 years experience supplying genuine Sculpey branded products in Australia.
Frequently asked questions
Q. Do you offer Gift Vouchers?
A. Yes we do! We have a virtual gift card available to purchase online for immediate email delivery to your recipient. You can select an amount between $10 and $500 and a message can be included as well. The gift cards have no expiry date, but obviously it's best to spend it sooner rather than later! So make sure the recipient puts it to use promptly so they can get crafting!
Q. When will my order be sent?
A. Orders are usually packed and sent within a few business days depending on order volumes, unless an item is out of stock. Generally items out of stock will be filled within 2 weeks pending availability.
You will receive an email confirmation of shipping with tracking details.
Q. How long will it take for my order to arrive?
A. For Australia Post parcels, enter your postcode into the Delivery Time Estimator. Enter sender postcode 4103 and select a date a few business days after ordering, or the date you received the dispatch order email. For most orders you can upgrade to Express Post at checkout. Express may not be available on large orders and E6000 adhesive can not be sent via air.
Please note that Express Post does not mean your order will be shipped on the same day. If items are out of stock your order would be sent express as soon as stock is available in our warehouse.
Occasionally, express post may not be available due to operational reasons, in which case the difference between regular and express will be refunded or held as a credit for a future order.
Q. How can I track my parcel?
A. Your shipping confirmation email should have your parcel tracking number and the name of the courier service used. For parcels shipped via Australia Post use the Tracking feature. For other couriers, google their website and track via their service - please use the courier's official website rather than an aftermarket tracking service which may show higher in the google search results.
Q. My tracking number shows up No Results Found when I enter it into AusPost. Has it been sent?
A. Australia Post tracking is not a step-by-step tracking that you may expect from a courier. There is often no scan results until an "Out For Delivery Today" scan. Please check the Delivery Time Estimator to check when it's due for delivery. Rest assured if you received the Shipping confirmation email the parcel was indeed sent as promised.
Due to staggered shifts with couriers and post, delays in pickup from us may occur meaning a pickup scan may show the day after we mark it sent.
Q. Can I change or mix products or colours in an offer or package deal?
A. No. We are unable to make any changes to a listed package, bulk or multi item deal. We do not split, change or repack products or offers.
Q. I'm only ordering one thing. Why is postage so high?
A. Most orders are sent in prepaid post or courier satchels with insurance and tracking provided. We do not send using stamps or any other untrackable postage method. The prices we charge reflect the costs involved in packing and dispatching your order. We would recommend placing larger orders less often, rather than frequent small orders to reduce the overall cost of postage. By charging cost on postage it allows us to offer the lowest overall prices possible.
Our bulk price rates shown online are the lowest price we can offer. No further discounts are available, regardless of order volume. With no minimum purchase, we allow you to stock up with as little or as much product as you need. We recommend ordering larger quantities less often to reduce your overall cost.
This website caters for business to business and business to consumer transactions. As such, our prices are displayed GST inclusive. Tax will be shown as a separate line for accounting purposes but it is always already included in all of our advertised and displayed prices. Therefore the price you see is the price you pay.
We have new stock shipments arriving regularly. We sell the full range of colours and sizes that are available to the Australian market. Please check our home page for supply updates or contact us with your requirements.
Q. Do you offer pickup?
A. Unfortunately pickup is not available. Due to a large volume of orders and rolling supply shortages, we have had to suspend the pickup option until further notice. All orders do need to be sent via post or courier.
Q. Can I change or add to an order?
A. To allow us to process orders for everyone as fast as possible, we can't make any additions or changes once an order is confirmed and paid. Please check your order contents and delivery details before checking-out and paying as all orders are final.
Q. Do you accept returns?
A. Our returns policy is in line with the Trade Practices Act. Any incorrectly supplied or faulty items will be refunded or replaced. Depending on the product and number of items, we may require the items to be sent back prior to processing the replacement or refund. If this is the case, we will refund the cost of return postage where a product is found to be either faulty, incorrectly supplied or incorrectly described. Change of mind returns for refund, exchange or credit are not possible at this time.
Q. What happens if you can't provide an item?
A. If we're unable to dispatch an item you ordered in under 2 weeks, we will give you the option to wait longer, swap for another item, take a credit, cancel and refund the item, or where the unavailable item is more than 30% of the order, the option to cancel and refund the whole order.
Q. Can you teach me how to create with clay?
A. We don't currently offer workshops, though they may be re-introduced in future. We will keep all of our customers updated if this occurs.
We will soon be producing a collection of project ideas right here at sculpey.com.au so check back soon!
Do you have a question not answered above? If you need to contact us for any other reason Please use our Contact Form