F.A.Q. - Alchemy and Ice

Frequently Asked Questions

I have forgotten my password, how do I login?

We do not have access to customers passwords and so we cannot email it to you. You must use the Recover Password system. Just enter your email address (the one you registered with) into the Recover Login/Password box (next to login), if you have forgotten your login details and also changed your registered email address, please contact us with as much information as possible to verify your account.

How do I use my Bonus Points?

Every order placed earns Bonus points. In the top right hand column where you manage your account, you will see Bonuses this confirms how many points you have and takes you through the process of converting them into a Gift Certificate. Once you have your gift certificate emailed to you, the code can be entered in your Shopping Cart before checking out.

How do I use a Gift Certificate?

Choose to pay by Gift Certificate when you checkout, just enter (or paste) the unique gift certificate code into the box provided. If your order is greater than the gift certificate value, then after you submit your code you will be asked to choose another payment method to clear the remaining balance.

Note: Many people make the mistake of entering their Gift Certificate code into the "Coupon Box" on the Your Cart page, you need to press "Checkout" to reach the Shipping & Payment page, after selecting your Shipping method choose the second payment option of Gift Certificate/Bonus Points, this will take you to a new form to paste your Gift Certificate code into. You will then return to Shipping and Payment to clear the balance if necessary.

How do I Redeem a Coupon?

You can redeem a Coupon on the Your Cart/Shopping Cart page View Cart only when you have placed something in your cart. Below the products in your cart you will find the "Redeem a discount coupon" form, paste or enter your coupon code here.

Where Can I find Direct Deposit Details/Payment Information?

Payment Information is supplied immediately after Checkout. A link will be available on your Order Complete page, in your Orders History (under Orders Management), and also in your automatic Order Notification email.

Do you ship internationally?
Yes, we ship worldwide from Australia.

How much is shipping?
We use an up-to-date real-time shipping calculator and are connected directly with Australia Post. Shipping and Handling costs are automatically calculated and displayed at checkout, the cost is determined by the weight of the final order and your location. Australian orders have the option of Regular, Registered or Express Postal Services. International orders have the option of Australia Post Airmail, Insured or Express Courier International. Please read our Shipping Information page for more information.

How long before I receive my order?
We generally ship orders out every day of the week, and your order will be shipped within 3 working days of your payment being processed. Within Australia, shipping may take 2-5 working days depending on your location, Although Express Post usually takes 1 business day, this cannot be guaranteed, as time of order, distances and location can result in some delays.
International Shipping usually takes 5-14 working days for Airmail/Insured and 3-5 working days for Express Courier International. If you have chosen Registered or Insured Shipping, please check with your local Post Office, as quite regularly "Awaiting Collection" cards are lost or blown out of mailboxes!.

Do you have a printed catalogue?
No, our inventory is constantly growing, we have chosen not to publish a catalogue. All the items we have for sale are listed on the web site.

Do you have a Showroom, Shop or Warehouse I can visit?

At this present time, we only display and sell products via this Online Shopping Website, we do not have an actual physical display premises ,or public/customer accident cover. Alchemy and Ice is a small home-run business. Beads are not displayed for easy viewing like in a regular Bead Shop. They are stored in boxes and drawers etc, for order picking efficiency.

Do you take Telephone Orders?

To keep our operating costs low, and so pass on the savings to our customers, we do not currently operate/employ a telephone order/customer service or telephone administrators. (we may do in the future). By running an automated Online Shopping Cart, you can place your order with us any time of day or night, whether you are a local or international customer. If you have any problems creating an account or placing an order, please let us know.

Do you sell wholesale?
Because we directly import our products and sell online, our prices are much lower than regular Retail Shop prices!. We offer Designer and Wholesale Memberships, but all customers can benefit from the quantity discounts we offer on some products. Our Designer Membership offers the best discounts for purchasing various quantities across our product catalogue. Our Wholesale Membership is for bulk purchases of selected products or pre-packaged goods aimed at resale, we will be expanding this part of the website in the future. There is a tiered discount system based on the total value of your order. Read more on Members & Discounts.

Are my items in stock?

We use a real-time catalogue on Alchemy and Ice, the quantities that are available on the website are the actual quantities available, so generally you can only order numbers of items that are in stock, occasionally there may be in-corrections and if this happens you will be notified and offered either alternative products of equal/greater value, a store credit or refund.

Why have I not received any emails from you?

When you register, or place an order, you should receive an email straight away from our website. If you do not please check:

That you entered your email address correctly, please check your profile.
Your Spam Box has not deleted the emails - This is more common with Hotmail or AOL users.

What payment methods do you accept?
For International customers we can only accept payment through Paymate and PayPal, both can be used to make payment by Credit Card.
For Australian customers, in addition to Paymate or PayPal we accept Direct Bank Deposit or Australia Post Money Order.

Can I pay by credit card?
We currently only accept credit card payments through PayPal or Paymate. You may need to create an account to use the PayPal service, but it is currently free to send payments. If you wish to set up a PayPal account please visit www.PayPal.com .

You don't need to be a member to send payment by Paymate, but they do charge a fee of AUD $0.50 + 3%. Our payment email address for both PayPal and Paymate is sales@alchemyandice.com.

What currencies do you accept?
All prices on our website are quoted in Australian dollars, we also invoice in Australian Dollars. We provide a conversion rate for guidance and cannot guarantee that the exchange rates shown are accurate, please visit XE.com for more accurate rates.

We do accept payments in USD, Euro and Pound Sterling via PayPal and we are happy to provide you with a converted total, just choose the appropriate PayPal method when going through Checkout, we will send a converted PayPal request within 1 business day.

What are your Business hours?
By shopping over the net you can browse and buy at a time that is convenient to you. We usually deal with any queries within 1-2 business days.

Alchemy and Ice

our new address is:

P.O. Box 4005

Tranmere North

Adelaide

SA 5073

AUSTRALIA

ABN Number 39 452 043 245

Other questions?
Please use the Contact Us form, we will gladly get back to you as quickly as possible.