Please use the FAQs below to answer any queries that you may have.
If the FAQs section does not answer your query, please put in an enquiry through the ‘contact us’ form 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
No, our company is a Wholesale Company distributing only to retailers.
Only Birch Customers are able to view our showroom in Heidelberg West, Victoria.
Please keep in line with current COVID-19 distancing guidelines.
Despite every effort to provide accurate images of each product’s colour and design, actual colours and design may vary slightly, due to different device screen settings, the lighting in the installation location, slight differences in product finishes over time and other factors.
For an online account, both new and existing customers will need to go to Login/Register and select Join Now (you will need your ABN handy).
Please allow 5 – 7 business days for your business details to be verified. Call head office after you have filled in the online application if needing urgent activation.
You will receive an email from our Accounts Department advising you of your account number.
Items in your cart will last for 30 days from the time the first item is added. This allows you to put together an order over a period of time.
Yes, most of our products are sold in lots of 5, 10 or by the roll or bolt – unless otherwise stated. Minimum online order is $100.00 before G.S.T and fees are applied.
All Australian customers will incur a $15 plus GST handling fee per order.
Specific products such as waddings will incur a extra freight charges dependent on delivery location. Contact Us to check if you will be charged a ‘bulky item’ fee.
Once you have clicked onto the thread you require, select “Colour Variations” and a list of all available colours will appear. Please allow a minute or so to download.
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.
Not to worry! New accounts are created as Cash Sale and 0 day terms and therefore Trade References are not required.
To reset your password….?
If you require further assistance Contact Us and will get in touch with you as soon as we can.
Ensure you are subscribed to our mailing list here for all the latest news, discounts and exciting new additions to our range.
Don’t forget to look us up on the socials as well!
No, unfortunately the discount does not apply to Brother Scan and Cut Machines.
No, unfortunately the Bargain Buys and Newsletters are for Australian customers only.
Yes, most of our products are sold in lots of 5, 10 or by the roll or bolt – unless otherwise stated. Minimum online order is $100.00.
Payment options are Mastercard or Visa.
Once an order is processed online, you will need to Contact Us or call us on (03) 9450 8900 to make any changes. Unfortunately, if we have already dispatched your order, you will have to refer to our Refund Policy.
Your order history can be found in the account section when you are logged in.
All Australian customers will incur a $15 plus GST handling fee per order.
Specific products such as waddings will incur a extra freight charges dependent on delivery location. Contact Us to check if you will be charged a ‘bulky item’ fee.
All major CBD orders can be expected within 5 – 7 working days once dispatched. 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.
Orders placed for New Zealand can be expected in 6 – 8 working days.
Yes, if you are in Victoria you can request click and collect. You will be notified when your order is ready to collect with instructions on where to go.
We have a once off handling fee of $15 (gst excl.) that applies to every order.
Extra charges apply to bulky items and rural areas.
Call us today if you think you might incur a bulky or rural fee on your order.
All major CBD orders can be expected within 5 – 7 working days once dispatched. 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.
Orders placed for New Zealand can be expected in 6 – 8 working days.
Yes, but extra charges apply.
Please be aware that this could be unavailable for larger items.
Our goods are sent from our warehouse in Heidelberg West, Victoria.
If you have changed your mind on an item, you will have 30 days to get in contact with us and return your item. Please note there is a 20% back to shelf fee for change of mind. For more information see our Return Policy.
If items are damaged on arrival, contact us to find out what happens next.
Unfortunately after 30 days, you can no longer get a refund or credit.
Our products have a 1 year manufacturers warranty from the date of invoice, unless otherwise stated.
Our Return Policy can be found here.
If you can’t find the answer you are looking for, we’ll be happy to help.
