Products
Frequently Asked Questions
Our Practices
Thoughtful Design & Sustainable Fashion
All aspects of production occur in our studio, located in Melbourne Australia. We create with a combination of 100% natural fibre, Deadstock, or repurposed fabrics.
Familiar Characters is committed to ethically and local production. We design with garment end use strongly in mind by prioritising long lasting and season-less design. Always using quality finishes and providing versatility we hope you’ll love for years to come.
Made-To-Order, Made With Care
Our collections are made-to-order to reduce waste and overproduction. Each item is cut, sewn, and finished when you place your order. Crafted to become a meaningful part of your everyday wardrobe.
If you’re looking for slow fashion with a feminine, whimsical twist, Thank you for being here. I hope you find something that feels like it’s always been part of your story.
When will I get my order?
All of our styles are Made to Order, please allow up to 10 business days for your order to be shipped.
Once your order has shipped, you will receive an email with further information.
Garment Care
To keep your garments looking beautiful for as long as possible we recommend hand washing in cold water with a natural detergent above all other methods.
If you cannot hand wash, a cold gentle machine wash inside out with similar colours only as frequently as necessary will suffice. This is the best method for the long term care of your clothing and our shared environment.
Tumble drying may cause your clothing to shrink or distort, so we recommend line drying and reshaping your garments when wet.
Use a gentle hand with ironing and steaming, less is best, always iron or steam your clothing inside out.
Most of our garments are made from dyed cotton, which is intolerant to bleach.
Dry cleaning should not be necessary for cotton garments, but if you are seeking out the assistance of a dry cleaner, please ask them to refer to the label instructions.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Domestic Shipping
Australian Standard Shipping
- $10 AUD for all orders
- Approximately Delivered within 3 - 7 business days.
International Standard Shipping
New Zealand
- $16 AUD for all Orders
Canada, Asia Pacific, Europe & United Kingdom
- $25 AUD for all Orders
Due to Tariff increases to the United States we no longer ship to this location. We apologise for any inconvenience.
What is the return policy?
Amendments to Orders
If you believe you have incorrectly entered any aspect of your order including size or length, please reach out with 24hrs and will be able to amend your order, permitting available stock for orders.
If you believe you have entered your shipping details incorrectly, please contact us as soon as possible. We do not refund lost parcels.
Change of Mind
Because we are a Made to Order business, we cannot offer returns based on change of mind. Please consider your purchase carefully.
Exchanges
Size exchanges can be requested within 14 days of receiving your order. A direct exchange may not always be possible due to styles being sold out. In this instance we would offer you a credit with us to the value of the item.
Conditions of Exchange
All exchanges are dependent on the return of the garment back to us, unworn, unwashed and with proof of purchase.
Garments must be completely free from odours and visible signs of wear. Garments that smell of perfume, perspiration, and other odours will not be eligible for exchange.
Please take care to confirm your garments meet the return standards before shipping to avoid disappointment.
We do not reimburse shipping costs or cover return shipping. If you believe you require an exchange, please contact us.
If your exchange is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items), Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
Criteria for a refund is governed by Australia Consumer Law. If you believe you are entitled to a refund or exchange, please contact us within a reasonable timeframe.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at familiarcharacters@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We are not responsible for damage incurred by incorrect fabric care or handling.
Payment Infomation
We offer a variety of secure payments methods such as Pay Pal, Apple Pay, Google Pay & Shop. We never retain payment information from customers and use secure transaction pathways.
We will never request credit card information from you via email. All payments and refunds are accepted or issued through Shopify and your chosen payment service.
Size Charts
Size charts are contained with in product listings, if you would like the general guide to our product sizing in relation to Australian Standard Sizing please click here