Frequently Asked Questions

All Elna machines have a 5 year mechanical and 2 year electrical warranty and Janome a 12 month mechanical, 5 year electrical warranty. We also offer a 2 year back-to-base warranty which covers the return shipping charges for customers who have ordered online and need to return their machine to us for warranty purposes. This nationwide warranty covers all parts and labour involved in the event of a manufacturer’s fault and is completed by us in Everton Park, QLD.

If you do ever have any problems with the machine we encourage all our customers to give us a call or send us an email. More often than not our technicians or our floor staff can help you out with any problem that you have.

Unfortunately servicing is not covered by warranty, however general servicing can be performed by any authorised Janome dealer or accredited repairman. Most sewing machine shops are accredited in Janome repairs. If you consider yourself quite handy or are unable to make it to a repair shop then service manuals for the machines are available online.

Elna and Janome recommend that a machine should be serviced every 18~24 months. This is only because of the build up of fabric fibres (fluff) that can get trapped in the machine, which can clog up the machine and soak up the oil on the lower shaft.

The best way to extend the life of your sewing machine between services is to get a hair dryer, or air compressor with a small nozzle and remove the fluff from the machine every 3 months. Also place a small drop of oil on the bobbin hook race and in the oiling hole located to the right of the needle plate every 6~10 months. For an overlocker place a small drop of oil on the loopers and in the oiling hole located to the left of the needle plate (under the side casing) every 6~10 months. By doing this, you can extend the time between services to around 5~6 years.

On the rare occasion that you are unhappy with your purchase, please get in touch – our team would like to help! We are always seeking to improve on our processes and it’s important to know if there are any issues with the products we get in. Our team is grateful for the opportunity to remedy an issue. Please also view our Returns Policy for further information.

We generally ship our parcels through Australia Post from our shop front in Everton Park, usually we are able to ship parcels the next business day from when you order.

Lots of our machines are stored off site to keep our store neat and tidy. While 99% of the time we have the machine in our shop ready to go, on the odd chance you order something we do not have we get the warehouse to deliver it to us. Typically order processing can take anywhere between 1-3 business days for handling, with the exception of public holidays or holiday closures.

Please realise that while eBay’s expected arrival date are typically accurate, it does not take into account that our parcel pick up is around 2pm most days. If payment is not received by then, there is a high chance that it will be sent out the next day. Furthermore as an added security feature from Paypal sometimes payments can be held for periods up to 24hours. While this does not happen often, please be aware that we do deal with hundreds of transactions a day.

As an Authorised Janome Dealer with more Janome accessories available than most in Australia, we have a constant flow of products arriving to us and delivered to customers, direct from Janome Australia. More often than not we update our pages with inventory levels so you know when something is delayed or no longer available. Sometimes rare or outdated parts and accessories slip under the radar and we may notify you on the status of any item you need that is back-ordered. Our warehouse team is constantly seeking updates on parts out of stock Australia-Wide so that we can be the first to make them available to you. We are more than happy to void relevant shipping charges and if the wait time is extensive, ship the item to you for your inconvenience with a small gift as a token of our appreciation.

Our Exclusive Free Bonus Pack is our Gift to you when you purchase a machine with us, to supplement your sewing experience not only with a new machine but with added tools to help you on your way. Free Bonus Packs are assembled and added to your order at the time of shipping. We do reserve the right to substitute items in Free Bonus packs if a product is exhausted of stock. If you feel you are missing something in the pack do not worry, sometimes the supplies for our bonus packs in our warehouse change, as they supply our physical store at the same time. Just check your pack because our warehouse makes sure that if you are missing anything that you will be given something of GREATER value than your missing part! Free Bonus items are not exchangeable or interchangeable. If you are seeking a specific item to purchase alongside your new machine, take a look at our store. If you have any enquiries about your bonus items just contact us for assistance and one of our friendly staff will assist you.

We get items for your free gift in bulk direct from the manufacturer. We then test the products to make sure that it is compliant with our machines and also of the highest quality just like our Elna and Janome sewing machines. Once we are satisfied with the quality of the free gift we will list them as bonus packs on our website. The value is calculated by adding each individual unit’s recommended retail price as we sell them on our website. Because we bring in stock specifically for our free gift packs, we can not exchange or substitute items upon request.

You can always count on us for the lowest price with free shipping, free bonus gifts and ongoing support should you need help. As you cannot guarantee the warranty, quality or condition of stock from unauthorised dealers, remember to always buy from an authorised Janome dealer. Authorised dealers receive their stock via Janome Australia and when available at a great price we ensure to stock up on machines so we can pass on great savings! Sales are often for a limited time and new models released every year, so prices are subject to change as required. If you find a better deal elsewhere, just call us! Our Best Deal Promise.

If you find a better price on the same offer, we’ll BEAT IT!*

To learn more about our Best Deal Promise, read more here.