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Customer Service

Customer Service

Got a question about your order, shipping, or returns? You’re in the right place! At Eureka Beads, we’re proud to offer fast shipping Australia-wide, secure online ordering, and friendly support from our small team based in Victoria.

About our Products

Not sure which beads or findings to choose? We’ve put together a range of helpful resources to guide you through your beading journey — whether you’re a beginner or a seasoned jewellery maker.

  • Beading Glossary - Learn the language of beading! Our glossary explains common beading terms so you can shop and create with confidence.
  • Beading Calculators - Wondering how many beads you'll need for a bracelet or how long your strand should be? Use our calculators to plan your projects with ease.
  • Basic Materials & Tools needed - New to beading? Start here! This quick guide covers the essential tools and supplies you’ll need to begin making your own jewellery.
  • Standard Necklace & Bracelet Lengths - Making a gift or selling your work? This chart shows typical jewellery sizes to help your pieces fit beautifully.
  • Common Finding Colours - We stock jewellery findings in a variety of popular colours. View our guide with colour swatches and descriptions to match your project perfectly.
  • Birthstones, Stones of the Zodiac & Birthday Stones - Looking for meaningful beads? Explore our guide to birthstones, zodiac stones and birthday stones — great for personalised gifts.
  • Free Beading Projects - Need inspiration? Browse our free step-by-step beading instructions and tutorials — all downloadable and easy to follow.

How To Order

1. Choose Your Products

Browse our range and select your preferred colour, packet size, and/or shape (if applicable). Then enter the quantity and click ‘Add to Cart’.

You can now choose to:

  • Continue Shopping
  • View or Edit Your Cart
  • Proceed to Checkout

2. Checkout

When you're ready, click ‘Proceed to Checkout’. You’ll be prompted to either log in, create an account, or continue as a guest.

3. Enter Your Shipping Details

Add your delivery address and select your preferred postage method. We offer fast shipping Australia-wide.

4. Choose Your Payment Method

We accept a wide range of payment options, including:

  • Credit Card (secure online payment)
  • PayPal
  • PayPal Pay in 4
  • Apple Pay
  • Google Pay
  • Bank Deposit
  • Store Credit (can be used in combination with other methods if needed)

➡️ You can find more details about these payment types below.

5. Confirm & Place Your Order

Double-check your order and click the ‘Place Order’ button. You’ll see a confirmation screen and receive an order confirmation email.

We’ll email you if there are any stock issues — otherwise, your order will be shipped promptly!

✅ Tip: If you’ve created an account, you can log in any time to check your order status and view past purchases.

Payment Options

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We offer a range of secure and convenient payment methods to make ordering your craft and jewellery supplies easy:

  • Credit Card - Our fastest and most secure payment option. We use Stripe, a trusted Australian payment gateway, to safely process all credit card payments. Your full card details are never visible to us, adding an extra layer of security. We accept:
    • Visa
    • Mastercard
    • American Express
  • Learn more about how Stripe keeps your data secure.
  • Paypal - Login to your PayPal account to pay quickly and securely.
  • PayPal Pay in 4 - Split your order into 4 interest-free payments over 6 weeks. No interest, no fees when you pay on time. A great way to stock up on supplies now and pay later! (Available to eligible PayPal users in Australia.)
  • Apple Pay - If you're browsing on an Apple device, you can pay instantly with Apple Pay for fast, secure checkout.
  • Google Pay - Available on supported devices — a convenient option for quick payments.
  • Bank Deposit - Prefer to pay via direct deposit? No problem — just note that we’ll wait to receive your payment before processing your order. To avoid delays, please make the transfer immediately after placing your order, and use your last name as the payment reference.

Buying in Bulk/Wholesale Beads - No ABN Required

Looking to buy beads in bulk or access wholesale pricing? We make it easy – and you don’t need an ABN to save.

Bulk Bead Packs

Many of our products are available in bulk quantities, often containing 100+ pieces per pack. If bulk pricing is available, you’ll find the details clearly listed on the individual product page.

➡️ Just find the item you need and check the “Bulk Pack” or “Buy in Bulk” options shown.

DESIGNER DISCOUNT – Buy 10, Get 50% Off

For many retail products, we offer designer pricing – perfect for makers, teachers, and small business crafters.

Buy 10 of the same product (same colour/size/style) and get 50% off.

Includes:

  • Glass crystal strands
  • Chain (sold by the metre)
  • Feature beads
  • Glass bead strands
  • Stringing materials
  • And more...

You'll see a "Buy in multiples and save" link on eligible products for more info.

✅ Available all year, online and in-store.

MIX n MATCH DEAL – 50% Off When You Buy 10 Strands

We also offer an amazing Mix n Match deal for selected bead strands.

Buy any 10 strands from within the same eligible category, and you’ll get 50% off those strands. Mix and match styles, colours, and shapes within the category!

Eligible categories:

  • Gemstone bead strands
  • Freshwater pearl strands

Your cart will automatically track your progress so you know how close you are to the discount.

✅ Available year-round, online and in-store.

⚠️ Please Note:

  • No further discounts apply to Bulk, Designer Discount, or Mix n Match pricing.
  • For Mix n Match, you must buy 10 strands from the same category (e.g. 5 gemstone + 5 pearl = not eligible).
  • Sale items are excluded.

Questions? We’re happy to help! Email us at info@eurekabeads.com.au.

Online Sales & Beading Discounts

Looking for great deals on beads and jewellery-making supplies? We regularly run online sales, special promotions, and clearance discounts right here on our website. Many of these offers are exclusive to our online store and are perfect for savvy crafters and bargain hunters.

Online-Only Specials

Our online clearance section features limited-time discounts and discontinued lines at heavily reduced prices. These items often sell out quickly, so grab your favourites while you can!

In-Store Discounts

Some online promotions may also be available at our Cheltenham store in Victoria. However, stock can vary between online and in-store, so if you're visiting us for a specific item, we recommend calling ahead to confirm availability.

Want to be the first to know?

Join the Eureka! Beads Mailing List and get notified about:

  • Online-only sales and deals
  • In-store specials
  • New product arrivals
  • Exclusive discounts for subscribers

It’s the best way to stay in the loop with what’s new and what’s on sale – online and in-store.

Returns & Replacements

At Eureka! Beads, we want you to love your purchase — but if something’s not quite right, we’re here to help.

✅ Easy Returns

If you're not satisfied with your order, you may return eligible items within 14 days of receiving them for a refund or store credit.

⚠️ Please note:

  • Sale items cannot be returned or exchanged.
  • Shipping costs (for delivery and returns) are non-refundable.
  • A 10% restocking fee applies to refunds, but we’ll waive it if you choose a store credit instead.

If your original order qualified for free shipping, but your return reduces the total below that threshold, the standard shipping fee will be deducted from your refund.

How to Return Your Items

To start the return process, please email us to get the correct return address and further instructions.

Missing or Damaged Items?

We do our best to pack orders with care. If anything arrives damaged or is missing from your parcel, contact us right away so we can fix it quickly.

Privacy & Security

Eureka! Beads is committed to the new Australian privacy legislation in the way it collects, uses, secures and discloses personal information.  The following describes Eureka! Beads Privacy Policy.

THE INFORMATION WE COLLECT

We lawfully collect personal information that is necessary for our business to function. The information we collect and hold will depend upon the products and services you request from us and may include:

  • Information you provide us when you purchase products. This information includes your name, address and contact details.
  • Information gathered from communications between us and you.
  • Like many website, we use cookies on our site to better improve your browsing experience - read on to find out more about the use of cookies.

The use of the facilities and services available through our website will determine the amount and type of information we collect. 

HOW WE USE YOUR INFORMATION

We will not use your personal information for any other purpose without first seeking your consent, unless authorised or required by law. Generally we will only use and disclose your personal information:

  • To establish and maintain your relationship as a customer of Eureka! Beads.
  • To provide the products you have requested from Eureka! Beads.
  • To answer any of your enquiries.
  • For direct marketing by email if you have signed up for our newsletter, a service provided by AWeber Communications.

If we contact you in this way without obtaining your prior consent, we will provide you with the opportunity to decline any further marketing communications. If you at any time receive any communication from Eureka! Beads which you would not like to receive, please contact us and we will remove your name from our mailing list.

HOW WE USE COOKIES

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

LINKS TO OTHER WEBSITES

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

ACCESS TO YOUR PERSONAL INFORMATION

If you would like to check or amend your contact details, please contact us. We will deal with all requests for access to personal information as quickly as possible. All newsletters also have an easy option for you to automatically unsubscribe.  

SECURITY

Eureka! Beads takes reasonable steps to keep secure any personal information which we hold and to keep this information accurate and up to date. Personal information is stored in a secure server and credit card details are not stored nor processed on our server: we use secure payment processor Stripe to manage all aspects of our payments.  The Internet is not always a secure method of transmitting information. Accordingly, Eureka! Beads cannot accept responsibility for the security of information you send to, or receive from us over the Internet or for any unauthorised access or use of that information.

CHANGES TO THIS POLICY

It may be necessary for us to review and revise our Privacy Policy from time to time. An amended version will be posted on our website at www.eurekabeads.com.au. We suggest that you visit our website regularly to keep up to date with any changes.

COPYRIGHT POLICY

Please note that all content on this website (including but not limited to photos, descriptions and instructions) remain the property of Eureka! Beads and cannot be used or republished without our prior consent.

CONTACT US

If you would like any further information, or have any queries, problems or complaints in relation to this Privacy Policy or our information handling practices in general, please contact us on info@eurekabeads.com.au.

Security

At Eureka! Beads, your online safety is a top priority. We use industry-standard technology and best practices to keep your personal and payment information secure.

SSL Encryption

 

Our entire website is protected by a Secure Sockets Layer (SSL) certificate from Encryption Anywhere. This ensures all data transferred between your browser and our servers is encrypted and protected. You’ll see a padlock symbol in your browser when visiting our site — a sign you’re shopping on a secure beading website.

Safe Online Payments

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When you enter your credit card details on our checkout page, your information is processed directly by Stripe, one of the world’s leading and most trusted online payment processors.
➡️ We never see or store your full card details, ensuring an additional layer of protection.

✅ PCI Compliant

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We are committed to being a PCI-compliant business. This means we follow strict standards for securely handling credit card information, including working only with partners (like Stripe and BigCommerce) that are PCI DSS 3.2 Level 1 certified.

Prefer Not to Use a Credit Card?

No problem! You can also choose bank deposit — either online via your banking app, or in person at any Commonwealth Bank branch. This option gives you full control over your banking details.