Refund policy
Returns, refunds and order issues
If something is wrong with your order, contact me at mark@hiddenstitchsupply.com before sending anything back. Include your order number and, where relevant, photographs that show the issue. I will check what happened and explain the next step.
Faulty, incorrect or not as described
If an item is faulty, incorrect, unsafe or materially different from its description, your rights are covered by Australian Consumer Law and any other consumer laws that apply to your purchase. These rights are not limited by the change-of-mind conditions below.
The appropriate remedy may be a repair, replacement or refund, depending on the problem and your rights under the law. Store credit will only be offered as an option, not imposed in place of a remedy you are entitled to. Hidden Stitch Supply may need to assess the item before confirming the remedy.
If a confirmed problem requires a return, Hidden Stitch Supply will reimburse reasonable return-postage costs. Keep your postage receipt. Contact me first so I can give you the correct return instructions and avoid unnecessary international postage.
Change of mind and sizing returns
You may request a change-of-mind or sizing return within 30 days of delivery. The item must be unworn, unused, unwashed and unaltered, with its original tags attached and its original packaging where reasonably possible. Proof of purchase is required.
Contact me before posting the item. Once a return is approved, I will provide the correct return address. Do not send a return to a business address or fulfilment warehouse unless I have confirmed it for that return.
You are responsible for return postage for a change-of-mind or sizing return. Original shipping charges are not refundable unless required by law. Exchanges are subject to stock availability. If the requested size is unavailable, you may choose a refund or store credit.
The voluntary change-of-mind policy does not cover items that have been worn, washed, altered or damaged after delivery. This condition does not restrict your rights where an item has a problem covered by consumer law.
International returns
Some international orders are fulfilled from China. Contact me before returning an item because the most sensible solution may be a replacement, refund or store credit without international return postage. If a return is needed, I will confirm the destination first.
Refund timing
Once a return has been received and approved, the refund will be initiated to the original payment method within five business days. Your bank or payment provider may take additional time to show the funds in your account.