FREQUENTLY ASKED QUESTIONS

QUESTIONS ABOUT OUR PRODUCTION PROCESSES:

Do you use environmentally friendly production processes?

Every purchase, big or small, has a footprint. You choose the size of the mark to leave on the planet, and we want to help you choose wisely. In fact, one in every five garments reaches a landfill without being worn even once. In addition to being a Stripe Climate Member, by supporting our business, you are also choosing print-on-demand apparel that's created only as the order is placed, creating less fabric waste than conventional manufacturing. Furthermore, when it comes to fulfilment, we have two main goals—ensuring the best quality and making fulfilment as eco-friendly as possible. This is achieved with our skilled print-on-demand team, state-of-the-art machines, and sustainable packaging. Our print-on-demand team also continuously invest in the latest technology from companies who care about sustainable fashion.

Do you use efficient shipping?

Most of our orders are delivered in the same region they’re fulfilled. Having fulfilment centres close to our customers is good both for the business and the planet. Strategically located fulfilment centres allow for faster shipping times and lower shipping costs, and it also helps with reducing the CO₂ emissions produced when transporting orders.

Our fulfilment centres can be found in the following locations:

• Brisbane, Queensland, Australia

• Melbourne, Victoria, Australia

• Charlotte, North Carolina, United States of America

• Dallas, Texas, United States of America

• Toronto, Ontario, Canada

• Birmingham, West Midlands, United Kingdom

• Barcelona, Catalonia, Spain

• Amakusa, Kumamoto Prefecture, Japan

• Riga, Latvia

• Rio de Janeiro, Rio de Janeiro, Brazil

• Tijuana, Baja California, Mexico

What are some of the certifications and standards your products strive to earn during their manufacturing process?

• Better Work:

  Better Work is a collaboration between the United Nations’ International Labour Organization (ILO) and the International Finance Corporation (IFC), a member of the World Bank Group. It is a comprehensive programme bringing together all levels of the garment industry to improve working conditions and respect of workers’ labour rights whilst boosting the competitiveness of apparel and footwear businesses. Companies that align with Better Work have factories continually improving compliance with the ILO’s core labour standards and national legislation covering compensation, contracts, and working time. Through these improvements, workers have significantly improved working conditions which also enhance factories’ productivity and profitability. To learn more, please visit this link.

• Business Supply Chain Initiative (BSCI):

  The Business Supply Chain Initiative (BSCI) is a certification upheld through the company, Amfori, who believe in a world where people, planet, and profit must go hand in hand. Their vision is of a world where all trade delivers social, environmental, and economic benefits for everyone. A vision that can only be achieved by bringing people together, and working collaboratively with our members, business partners, and stakeholders. The BSCI certification demonstrates that a business provides a recognised methodology for identifying and remediating risks in their global supply chain through exercising human rights due diligence more efficiently and supporting its business partners to ensure the protection of all their workers’ rights. To learn more, please visit this link.

• Worldwide Responsible Accredited Production (WRAP):

  Worldwide Responsible Accredited Production (WRAP) works with facilities at the ground level to bolster their compliance standing and support the long-term success of their businesses, while protecting the liberties of workers and safeguarding our environment. A WRAP certification affirms that a production unit consistently abides by all applicable laws and best practices, and WRAP’s independent, third-party approach promotes accountability, transparency, and objectivity throughout the process. To learn more, please visit this link.

• Fair Wear Foundation:

  The Fair Wear Foundation are accelerating the movement toward a world where garment workers see their human rights realised, where change is driven through freedom of association, and the global value chain a source of safe, dignified and properly paid employment. The Fair Wear Foundation is a true multistakeholder initiative that connects and convenes brands, factories, workers, trade unions, NGOs and other industry influencers. The Fair Wear Foundation is progressive in their views and strives to bring their shared vision to the wider industry to push for alignment and action by utilising the unique leverage each stakeholder has. To learn more, please visit this link.

• PETA-Approved Vegan:

  The PETA-Approved Vegan designation demonstrates that a company has signed PETA’s statement of assurance declaring that their product is vegan so that ethical consumers can shop with confidence, safe in the knowledge that they’re not supporting animal exploitation. Once companies are certified to use the “PETA-Approved Vegan” logo, they have the opportunity to share their “PETA-Approved” commitment with consumers by using the logo on product labels and promotional materials. This helps consumers identify which products are vegan at a glance while shopping. To learn more, please visit this link.

• Global Organic Textile Standard (GOTS):

  The Global Organic Textile Standard (GOTS) is the worldwide leading textile processing standard for organic fibres, including ecological and social criteria, backed up by independent certification of the entire textile supply chain. GOTS certified final products may include fibre products, yarns, fabrics, clothes, home textiles, mattresses, personal hygiene products, as well as food contact textiles and more. The aim of the GOTS (Global Organic Textile Standard) is to define requirements to ensure the organic status of textiles, from harvesting of the raw materials, through environmentally and socially responsible manufacturing up to labelling in order to provide a credible assurance to the end consumer. To learn more, please visit this link.

• Global Recycled Standard (GRS):

  The Global Recycled Standard (GRS) is an international, voluntary, full product standard that sets requirements for third-party certification of Recycled Content, chain of custody, social and environmental practices, and chemical restrictions. The goal of the GRS is to increase use of Recycled materials in products and reduce/eliminate the harm caused by its production. To learn more, please visit this link.

• Organic Content Standard (OCS):

  The Organic Content Standard (OCS) is an international, voluntary standard that provides chain of custody verification for materials originating on a farm certified to recognized national organic standards. The standard is used to verify organically grown raw materials from the farm to the final product. Individual sites are certified by independent, third-party certification bodies using annual audits. To learn more, please visit this link.

• OEKO-TEX® STANDARD 100:

  OEKO-TEX® STANDARD 100 is one of the world's best-known labels for textiles tested for harmful substances. The label means that you can be certain that every component of the product you’re wearing – i.e. every thread, button and other accessories – has been tested for harmful substances and that the product therefore is harmless for human health. To learn more, please visit this link.

QUESTIONS ABOUT DELIVERY AND SHIPPING:

When will I get my order?

Usually, it takes 3–7 days to fulfil an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

• USA: 3–4 business days

• Europe: 6–8 business days

• Australia: 2–14 business days

• Japan: 4–8 business days

• International: 10–20 business days

Where will my order ship from?

We work with an on-demand order fulfilment company with facilities worldwide!

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

• Check your shipping confirmation email for any mistakes in the delivery address

• Ask your local post office if they have your package.

• Stop by your neighbours in case the courier left the package with them.

If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, please do not hesitate to contact us with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

QUESTIONS ABOUT ORDERS:

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, please do not hesitate to contact us.

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please contact us within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible! On a side note, sometimes the postage packaging and parcels can get pretty worn by many thousands of kilometres of travel across the world. We realise this does not look too pretty but hope that your products don’t get damaged as a result. Importantly, as we use print-on-demand, every product is unique and may differ slightly to the photos on our website. For example, the embroidery may differ depending on which fulfilment centre finalised it for you.

QUESTIONS ABOUT RETURNS:

What’s your return policy?

We don’t offer returns and exchanges, but if there’s something wrong with your order, please contact us!

Do you offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us within 7 days from the date of purchase. When you contact us, please include photos of the wrong/damaged items and we’ll sort that out for you.

Can I exchange an item for a different size/colour?

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our Sizing Guidelines for each product – we have one for every item listed on our store. In terms of colour, tonal differences naturally occur during the dying process despite our best efforts (we are working hard to improve this, so thank you for your understanding and patience!), so a perfect colour match is never guaranteed as each manufacturer and fulfilment centre will have different machinery. Additionally, although rare, it's possible that an item you ordered was mislabelled. If that’s the case, please contact us within 7 days of receiving your order. Include your order number and photos of the mislabelled item, and we’ll send you a new one, or issue a refund.