Customer Care
Quick Answers to Common Questions!
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Explaining Our Practices
All aspects of production occur in our studio, located in Melbourne / Naarm Australia. Made lovingly by Veronica.
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.
Our collections are made-to-order to reduce waste and overproduction. Each item is cut, sewn, and finished when you place your order. We currently only use natural fibre fabrics for all of our designs and no longer use plastic buttons or trims.
To read Veronica's story and the story of the brand click here
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 your tracking 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, please reach out within 24hrs of placing the order for an amendment. If you have entered your shipping details incorrectly, please contact us as soon as possible. We do not refund lost parcels.
Change of Mind & Size Exchanges
Because we are a Made to Order business, we cannot offer returns based on change of mind. Please consider your purchase carefully. 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 or final sale.
We don’t accept returns or exchanges on items listed as final sale.
Conditions of Exchange
All exchanges are dependent on the return of the garment back to us.
Garments must be completely free from:
- Odours including detergent, perfume and perspiration
- Visible signs of wear
- Marks and stains
Please take care to confirm items meet the exchange standards to avoid disappointment. We do not reimburse shipping costs or cover return shipping.
When you request an exchange, 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.
Refunds, Damages and issues
Please inspect your order upon receiving 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.
Criteria for a refund is governed by Australia Consumer Law. If you believe you are entitled to a refund due to product fault, please contact us within a reasonable timeframe for further information.
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
Contact us
We’d love to hear from you!
Have a question about a product, your order, or just want to say hello? Feel free to reach out using the form below—we’re always happy to help and will get back to you as soon as we can.
Want to peek behind the scenes and stay in the loop with new arrivals, studio updates, and a little bit of extra whimsy? Come say hi on Instagram:
@familiar.characters