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Customer Service

Customer Service

About our Products

We have a range of resources to help you choose the best materials for your beading project:

Ordering

Once you have chosen a product that you want, choose the colour, packet size and/or shape (if applicable) and the quantity, and then click on 'Add to Cart'. You can then Continue Shopping, Proceed to Checkout or View or Edit Your Cart. To finalise your purchases click on the ‘Proceed to Checkout' button. At this stage you will be invited to login or Create an Account to continue.

Once you have logged in (or entered in your address information) you will need to select your postage method. Click 'continue' to view payment information:

  • Credit Card
  • Paypal
  • Google Pay
  • Bank Deposit
  • Phone Your Credit Card Information
  • Store Credit - You will need to select another payment option as well if your store credit balance doesn't cover the total order.

See further below for information on these payment types.

Click the 'continue' button to proceed to the next page. Verify all the details once more before clicking once on the ‘place order' button to confirm your order. You will then be shown a screen to confirm the order has been placed and an order confirmation will be emailed to the email address you supplied. If we have any problems with stock, we will email you, otherwise your order will be posted as soon as possible. If you choose to sign up for an account, you can login at any time to see the status of your order.

Payment Options

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We accept payment in several ways:

  • Credit Card - This is the fastest, most secure option. We use well known Australian payment gateway Stripe to securely process credit cards. Because of this, we never see your credit card in full, making the process even more secure.  We take your security seriously, and invite you to visit Stripe to see how they handle your data. We accept Visa, Mastercard and American Express over our website. 

  • Paypal - We have recently added paypal as a payment option to our website - you will need to login to your paypal account using this option.

  • Bank Deposit - This option takes longer, as we must wait until we receive your payment before we can begin to process your order. Please make sure you transfer your payment straight after placing your order, so that we can send you order ASAP. You will need to use your last name as the reference.

  • Phone Your Credit Card Information - If you are uncomfortable with sending your credit card details online, please select this option. Please note however that we do our manual transactions via a handheld terminal in our shop. Please ensure you phone in your credit card details ASAP, as we cannot begin to process your order until we have this information. We accept Visa and Mastercard over the phone.

Buying in Bulk/Wholesale

We supply many of our products at wholesale rates - no ABN is needed. The best way to find an item with bulk pricing is simply to find the product you're after - if there is bulk pricing rate available, it will be listed on the product information page. Bulk packs often contain upwards of 100 pieces - full details on the product information page.

We also have other ways you can save:

DESIGNER DISCOUNT

Many of our retail products have DESIGNER DISCOUNT pricing available - buy 10 of the same product (colour/size/style) and receive 50% off. This includes products from our glass crystal strands, our chain, feature beads, glass bead strands, stringing materials and more. You can see on our website if DESIGNER DISCOUNT pricing is available for any particular product - click on the "Buy in multiples and save" link and more details will be shown. These discounts are available year round, in our stores and online.

MIX n MATCH DEAL

For some select product ranges we have the MIX n MATCH DEAL pricing available - buy 10 strands from within the same eligible category, and receive 50% off the prices of those strands. Mix and match is ok!

We currently have two eligible categories:
- gemstone bead strands
- freshwater pearl bead strands

This super deal is available year round, in our stores and online. On our website, if you add any eligible product to your cart, the cart will begin to count down so you know how many more strands you need to add.

Please note that no further discounts apply to BULK or MIX n MATCH pricing. For MIX N MATCH, must be 10 strands from within the same category (eg 5 x gemstones and 5 x pearls would not receive the discount), does not apply to sale strands. If you have any more queries, please email us at info@eurekabeads.com.au.

Online Sales & Discounts

We regularly have sales and discounts on our website - for the most part, these are for our online customers only, particularly our clearance lines.  Some are also available at our stores, however if you're coming to our stores for a particular item, it's best to give us a call in advance to check we have it in stock. 

To receive emails about sales both on the website and in our Cheltenham shop, please join the Eureka! Beads mailing list.

Returns & Replacements

If you are not satisfied with any purchases you make from our site you are welcome to return your purchase within 14 days for a refund.  Sale items cannot be refunded or exchanged. Unfortunately we cannot refund freight charges on delivery and return of goods.

Refunds can be made to your method of payment (credit card or PayPal) or in the form of a store credit. There is a 10% restocking fee, which can be waived if you choose store credit.

If your original order was eligible for free postage, and the return brings your return under the free postage amount, please note that the relevant postage fee will be deducted from the amount to be returned to you.

Please email us to receive the postal address for returns.

If something is missing or broken in your order, please contact us as soon as possible so that we can take care of it for you. 

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, we take security very seriously, and do our utmost to keep your data secure at all times. The following is a summary of the ways in which we do this:

 SSL CERTIFICATE

 

We use a Secure Sockets Layer (SSL) Certificate issued by Encryption Anywhere. This certificate is used on all pages and ensures there is an encrypted link between your browser and our server. You should be able to verify this by observing a "padlock" symbol when browsing our site.

 ONLINE PAYMENT PROCESSOR

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Credit card details entered on our site are handled by well known industry leader, Stripe. Credit card details entered in your browser on our payment page go straight to Stripe to be processed - we never see them.

 PCI COMPLIANT ORGANISATION

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Eureka! Beads follows strict protocols to ensure it is a Payment Card Industry (PCI) compliant organisation. This means that we handle all aspects of credit card information very seriously, and ensure that our payment partners (eg Stripe) do the same. Our host, BigCommerce, is PCI DSS 3.2 certified at Level 1, which protects against credit card data breaches.

STILL CONCERNED ABOUT USING YOUR CREDIT CARD?

Consider using bank deposit instead - this is done by walking into a local Commonwealth Bank branch, or by using your own internet banking solution. It means that the only person who has access to your banking details is yourself.