Customer Service

Ordering
Once you have chosen a product that you want, choose the packet size, colour and/or shape (if applicable) and the quantity, and then click on 'add to cart'. You can then continue shopping or click on the shopping bag picture in the top right hand corner to view the contents of your cart. A postage estimate can be found below the cart (enter your state and post code and click ‘get a quote’ to get an estimate on postage costs). To finalise your purchases click on the ‘go to checkout’ button. At this stage you will be invited to:
  • Continue as a New Customer
  • Log In
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 Purchase - This is the fastest, most secure option. We use well known Australian payment gateway eWay 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 eWay to see how they handle your data.
  • 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 separate secure site on the internet. You will be provided with phone information on the final success page. Please ensure you phone in your credit card details ASAP, as we cannot begin to process your order until we have this information.
  • Bank Transfer Payment - 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. Bank details will be shown on the final success page and emailed to you.
  • Store Credit - You will need to select another payment option as well if your store credit balance doesn't cover the total order.
Note that international customers will only be able to pay via credit card securely over the internet at checkout.
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
We accept payment in several ways:
  • Credit Card Purchase - This is the fastest, most secure option. We use well known Australian payment gateway eWay 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 eWay to see how they handle your data. Note that there is a minimum card payment of $5 + postage.
  • 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 separate secure site on the internet. Please ensure you phone in your credit card details ASAP, as we cannot begin to process your order until we have this information. Note that there is a minimum card payment of $5 + postage.
  • Bank Transfer Payment - 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.
Visa Mastercard Bank Deposit
Note that international customers will only be able to pay via credit card securely over the internet at checkout.

Buying in Bulk/Wholesale
We supply almost all our products at wholesale rates - no ABN is needed. The best way to find an item with a wholesale rate is simply to find the product you're after - if there is a wholesale rate available, it will be listed on the product information page.  Two options are available:
Please note that no further discounts apply to bulk or multiple quantity pricing. If you have any more queries, please email us at info@eurekabeads.com.au.

Eureka! Beads Loyalty Program
Customers at our stores in Toomuc Valley and Cheltenham who have a loyalty bag will receive discounts in our stores - please ask instore about how to receive a bag.
STEP ONE - BECOME A LOYALTY MEMBER
Our online customers also have the opportunity to receive similar discounts, by becoming a Loyalty Member.  To become a Loyalty Member, you need to spend $50 or more in a single order, on non sale or bulk/multiples purchases (doesn't include postage).  After making a qualifying purchase, your account will automatically be upgraded, so that you can receive discounts on future purchases.
STEP TWO - START SAVING!
Upon checking out, Loyalty Members will automatically receive:
  • Level 1: 10% off eligible purchases up to $100
  • Level 2: 15% off eligible purchases $100 - $150
  • Level 3: 20% off eligible purchases $150 - $200
  • Level 4: 30% off eligible purchases over $200
CONDITIONS & DETAILS
You will be able to see this discount in the shopping cart.  There are of course some conditions - the discount is not available on postage, gift certificates, sale items and bulk/multiples purchases.  The discount level needs to reached each time in a single order, and only retail purchases count towards the level (eg if you purchase $70 worth of sale/bulk items and $40 worth of non sale/bulk items, ie $110 total, you still only receive 10% off the $40 of retail products).
As everything on the site (not including bulk) is already at sale prices during our bi-annual sales, please note that the loyalty discounts don't apply during these times.

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 Toomuc Valley and Cheltenham shops, please join the Eureka! Beads mailing list.

Returns & Replacements
If you are not satisfied with any purchases you make from our site simply return your purchase within 14 days for a full refund.  Sale items cannot be refunded or exchanged. Unfortunately we cannot refund freight charges on delivery and return of goods. Please note that a 25% restocking fee applies to 'change of mind' 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.  Refunds will be in the form of a credit card refund or a store credit.

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 processer eWay 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 unauthorized 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
SSL We use a Secure Sockets Layer (SSL) Certificate issued by RapidSSL. This certificate is used on pages where private data is entered (such as login and payment 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 secure areas of our site.

ONLINE PAYMENT PROCESSOR
eWay Credit card details entered on our site are handled by well known industry leader, eWay. We utilise their "Rapid" solution, which means that credit card details entered in your browser on our payment page go straight to eWay to be processed - we never see them.

PCI COMPLIANT ORGANISATION
 
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 eWay) do the same. PCI compliance procedure includes regular testing and scanning of the website and server.

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.