Frequently Asked Questions 

These are some, but by no means extensive  FAQ’s. Please follow the links to the query that best relates to your question.
If in doubt: 
Contact Us 
Have fun reading these FAQ’s, as much as we have had writing them. We know we don't think like everyone else, but we try. Please read thru all of them or at least the important ones to you, and if you still have any questions, please ask.


Orders & Ordering

How do I order

We have a weekly update at Friday 8pm AEST. Updates usually consist of in-stock items, that are ready to ship.  To find out what will be on offer in each update, please check the news thread which we update every Friday afternoon. For update notifications, please sign up to our newsletter.

Why do products in my cart disappear??

Especially when you put items in your cart during a special update, certain items of these updates will be very popular. The person that adds items to their cart and goes through the check out process successfully, gets the product. First come, first serve so to speak. Please use the contact me link to request any custom orders if you have missed out. If IxCHeL has enough stock of the base, we will be very happy to dye it for you if possible.

I ordered 4 items but at check out the cart says not enough available?

Oh how we wish we could have an unending amount of products. Unfortunately we only have a limited amount of products, colourways and spindles. Everything is sustainably produced, blended, or wood turned and lovingly hand made. This means there is a limited quantity available. We will try and update the quantities available, but sometimes it is quite the stampede going on, especially on Friday nights. Please snaffle and check out as quickly as you can when an update is going on.

All Things to do with Shipping

How will my Order be shipped?

We pack every order in tissue paper and in a strong, waterproof , biodegradable shipping bag. Sustainability, being animal friendly and ecology friendly is high on our list so you can feed the biodegradable bag to your worm farm or put it in your compost bag, AFTER you take your yarn, fibre out of the bag .....obviously...lol

All LotBD spindles, bowls and fibre or yarn tools will ship packed securely in paper and a study cardboard box or cylinder.

How do I know when my order has shipped?

We always use Australia Post for our shipping for both national and International shipping. Every parcel has a tracking number and this tracking number will be provided to you automatically as soon as you have paid for your order in the check out process.

How long will my order take to arrive?

Australian customers should receive their parcels between 3-12 business days. International customers should expect parcels to arrive between 3-5 weeks.

Do you ship internationally?

Yes we do. If Australia Post ships to your country and there are no restrictions, we can ship to you. We always ship with Australia Post and with tracking. The shipping cost vary according to weight and the country. To see the shipping cost to your country go to your cart, fill in your shipping address and press calculate shipping. Please Contact us if you have any more questions: Always happy to help. You can also read through all our shipping facts on our website.

Can you combine ship?

Yes, we gladly combine ship. We have to know though so please add a note with your order (this can be done during checkout) to stash your order, letting us know you are going to place multiple orders. Otherwise, if there is no note, we may end up sending your purchases separately. Shipping refunds are applied as soon as your combined order ships.

All things product related

Where do your fibres and yarns come from?

IxCHeL is always interested in rare breeds and fibres AND BUNNIES ! We source our yarns and fibres from both domestic and international small farms, mills and suppliers. We only work with businesses who supply superior quality yarns and fibres, that meet our own standards of excellence.

Do you do Custom dye or spin orders?

Yes, provided we have the yarn or fibre in stock. All you need to do is contact us with the type of yarn or fibre, colourway and amounts you are after.

Can I visit IxCHeL, cuddle the fluffy animals, yarns and fibres or buy from a physical store?

At this moment we do not offer any visits to the IxCHeL studio or have our yarns or fibres available in brick n mortar stores. If you are interested in stocking our unique blends or yarns, please contact us.On the plus side: you can cuddle our products and that is almost as good as cuddling a bunny.

Can I request a custom spindle or bowl with my own name, text or an image I like?

Absolutely ! Contact us with all the specifics like what type of spindle or bowl, what type of timber and an example or explanation of what type of text or image you like and we will get back to you with

Are your colours displayed on the website accurately?

While we take extremely good care in photographing our products to ensure a very reasonable accuracy in the depiction of colour and texture of the yarn and fibre, due to the differences in the calibrations of individual monitors, we cannot guarantee that the colour on your screen will be an exact match to the colour.

All Things to do with Complaints

Can I return my item?

Your satisfaction with a purchase is very important to us. We understand returns may sometimes be necessary. If you need to return an item, please call us first to discuss.

How do I contact you if I have a question not listed in the FAQs ?

Have a specific question or request? You can click on the contact us link and we will try and get back to you as soon as possible !