While we try our very best to triple-check every order, unfortunately mistakes do sometimes happen. If you receive your order and find that something is missing, please email us asap at email@example.com and our customer service representatives will fix that up for you!
We are here to help
ABOUT YOUR ORDER
I'm missing a product from my order, what do I do?
What do I do if I receive a faulty item in my order?
Due to the nature of sustainable fashion, products can sometimes vary slightly especially those that are handmade or made with natural products. Please check the descriptions before buying to see if you are getting something handmade that may have some variation. If you do receive an item that is faulty however, please head to our returns page to start the process of returning the item back to us.
Alternatively, you can contact us at firstname.lastname@example.org so we can issue a replacement swiftly for you!
How can I track my order?
You should receive a tracking number when we fulfil your order. This number would have been emailed to you, if you can't find it we recommend checking your junk folder.
If you're still struggling to find your tracking link, you can contact our help team below and we will help you locate it.
How fast will you ship my order?
Once we receive your order, we will despatch it to Australia Post within 1-3 business days.
Please see our "returns & shipping" section below for info on shipping times.
ABOUT OUR PRODUCTS
How can I purchase a gift voucher?
We offer e-gift cards delivered via email through our online shop. Simply use the search bar and type in "Gift Card" or go to our "Shop by Category" page and add to cart.
Why have I received an email saying the item I've ordered is out of stock?
There are rare occasions where we cannot fulfill an order due to stock discrepancies. If this happens, we will work with you to find a quick resolution whether that be issuing a store credit, sending out another item or refunding you the purchase amount.
How can I search to find products on the website?
We have curated a number of ways for our customers to search for their perfect purchase! Using our "shop" tab in the main menu you can shop by category or item or search products based on their materials and production style.
If you're looking for some inspo, head to our home page and you can shop products featured in our Insta feed recently. Just click on the photo you like and it will give you a link to check out that product.
Alternatively you can always just use our search bar at the top of the site if you have something specific in mind!
RETURNS AND SHIPPING
What is your return policy?
We understand that not every item is perfect and sometimes you might want to return an item because it isn't what you expected or its the wrong size. We can accept returns within 60 days of purchase, click here to read our full returns policy.
Who do you ship your orders with?
All of our orders are shipped through Australia Post Domestic & Australia Post International for NZ orders.
Every shipment is 100% carbon neutral and we also provide a tracking link for every order so you can track our products right to your door.
What countries do you ship to?
Currently we ship to
- New Zealand
- United States
Keep your eyes peeled as we will be expanding and shipping to more countries very soon!
How fast is your shipping?
We offer two shipping rates at checkout, the shipping times apply from when your order is dispatched by us.
Standard ($7.95): 2-5 business days Metro & 3-8 business days for Regional
Express ($10.95): 1-2 business days Metro & 2-3 business days for Regional
Standard ($12.95): 5-8 business days Metro & 8-12 business days for Regional
Express ($24.95): 2-4 business days Metro & 4-6 business days for Regional
We also offer free shipping for all AU & NZ orders over $120 AUD. Free shipping is processed at the 'standard' time frames or at a discounted rate for express.
How do I know your products are sustainable?
We understand that in this day and age it can be hard to trust companies who 'say' they are being sustainable.
To combat this, we have gone to great lengths to ensure we are being 100% transparent with our customers. As well as our overarching sustainability mission here, we also have detailed sustainability information in each product page.
On the product page, you can click '+' to read more about the sustainability of each individual product. We have also provided analysis of the impacts of each product (including any negative environmental impacts it may have) so you can make an informed purchase with all of the information.
We also have curated an in-depth analysis of the suppliers and materials we use which you can view here.
What about the impact of shipping my order?
All of our deliveries are 100% carbon neutral.
We only use couriers who offset their carbon output entirely (like Australia Post) and in the rare case we need to outsource to another delivery company, we offset the impact ourselves.
Do you offset the freight impact for returns?
All returns that are processed through us (when we email you a shipping label) are facilitated through carbon neutral operators - so yes these returns are offset.
If you elect to use your own shipping courier, we recommend choosing one who offers carbon neutral deliveries.
Do you offer any textile recycling programs?
Yes! You can ship your products back to us at the end of their life and we will ensure they get recycled to live another day.
Before you send anything back to us, we recommend checking out our Instagram & Blog for tips and tricks on making your products last as long as possible.
If you'd like to send some products back to us, reach out to us below.
Unfortunately at the moment we are only able to accept recycling on our own products but we hope to expand this soon!
What should I do if I want more information on your sustainability?
Our whole mission is to be different from the corporate agenda that keeps things hidden away from consumers.
If you have questions about any of our sustainability practices or even if you have suggestions or ideas you think we could implement, we would love to hear from you and we will happily share everything we have. Contact us below!
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