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FAQs

Please use the FAQs below to answer any queries that you may have.

If the FAQs section does not answer your query, please email orders@birchhaby.com.au or call us on 1300 669 199 in Australia.

If you are located outside of Australia please see our full contact details by clicking here

 Do you sell direct to the public?
No, our company is a Wholesale Company distributing to retailers.
 Is there a minimum order quantity?
Yes, most of our products are sold in lots of 5, 10 or by the roll or bolt – unless stated. Minimum online order is $50.00.
 How much are the freight costs?
All Australian customers will incur a $10 plus GST handling and postage fee per order.
 How long does it take before I get my order?
All major CBD orders can be expected within 5 – 7 working days. Other outer suburbs and rural towns may extend to 10 working days. If an order is required urgently, please contact our Customer Service department on 1300 669 199.
 Am I able to come into your showroom to view products and/or place an order?
Yes, our customers are welcome to come into our showrooms in Heidelberg, Victoria and Murrarie, Queensland and New Zealand.
 How do I know what colours are available in the Gutermann threads?
Once you have clicked onto the Thread you require, View Colours and sizes and a list of all available colours will appear. Please allow a minute or so to download. You can also download a PDF colour chart from our Downloads tag.
 Where do I find colour charts and sizes?
Our colour charts and sizes are listed under our Products in the Our Range category. All colours are based on Pantone Colours and may vary on each computer monitor and printer etc. You can view larger images of the colours by pressing your Control Key and the (+) symbol and then press your (–) symbol to return to a smaller screen. If you require further information please contact our Customer Service Department. You can also download PDF colour charts for various products, from our Download Tag.
 How do I apply for an online account (existing account holder and / or new)?
Existing Account holder – “New Customer? Register” go to "Existing Trade Customers". New Customers – "New Customers? Register" go to “New Trade Customers (ABN required)".
 What is required if I do not have trade references?
If you are a new business / Cash Sale Customer and do not have trade references, please type in “New Business” and your application form will go through to our Accounts Department.
 How long does it take to open an online account?
Allow 2 – 3 business days.
 How will I be notified once my online account is opened?
You will receive an email from our Accounts Department advising you your account number.
 I am a consumer and want to know where I can purchase Birch products?
A large majority of our products are sold in Spotlight stores, but you can always ring our customer service department and they can advise where you can purchase a particular item. Or you can also visit: craftgate.com.au or punchwithJudy.com.au. They can also assist you your online purchases.
 I am a New Zealand customer. Can I order items from the Bargain Buys and Newsletters?
No, unfortunately the Bargain Buys and Newsletters are for Australian customers only.


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Birch Haberdashery & Craft Head Office 104 Dougharty Road Heidelberg West VIC 3081 Australia
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