Returns policy
30-day returns
I accept change-of-mind and sizing returns for Australian and international orders. If the fit is not right or you change your mind, you can request a return within 30 days of delivery.
- Condition: items must still be in new condition, unworn, unused, unwashed and unaltered, with all original tags attached. Trying a garment on for fit is fine, provided it remains in new condition.
- Return destination: returns are sent by post to Melbourne, Australia. This applies to customers in every country, including orders originally shipped from China.
- Return postage: you arrange and pay for return postage and any shipping label for a change-of-mind or sizing return. International customers pay the cost of posting the item to Australia.
- Restocking fee: none.
How to arrange a return
Email mark@hiddenstitchsupply.com within 30 days of receiving your order. Include your order number or other proof of purchase, the item you would like to return and whether you would prefer a refund or an exchange.
I will confirm the return instructions and the Australian postal address. Please contact me before posting anything and use the address I provide. Pack the item securely, using its original packaging where reasonably possible, and keep your proof of postage. The 30-day window is the time you have to request a return; the parcel does not need to arrive in Australia within those 30 days.
Refunds and exchanges
If your return meets the conditions above, you can choose a refund of the price paid for the item or an exchange, subject to stock availability. If your preferred size is unavailable, you can choose a refund or store credit. Store credit is always optional.
Original shipping charges are not refundable for change-of-mind or sizing returns unless required by law.
Once your return has been received and checked, I will initiate your refund to the original payment method within five calendar days. Your bank or payment provider may take additional time to show the funds in your account.
Faulty, damaged, incorrect or not as described
If something is wrong with your order, email me with your order number and, where relevant, photographs of the issue. I will assess the problem and arrange the appropriate repair, replacement or refund in line with Australian Consumer Law and any other consumer laws that apply to your purchase. Store credit will not be imposed in place of a remedy you are entitled to.
The 30-day change-of-mind window and the new-condition, tags and packaging requirements do not limit your rights for faulty or misdescribed goods. If a confirmed problem requires a physical return, it will be to Australia and Hidden Stitch Supply will reimburse reasonable return-postage costs. Contact me first and keep your postage receipt.
Need help outside these terms?
This 30-day policy is the minimum I offer for eligible change-of-mind and sizing returns. If you have an issue outside these terms, please still get in touch. I will look at what has happened and do my best to look after you. Any additional help is considered case by case.
Nothing in this policy limits your rights under Australian Consumer Law or other applicable consumer laws. Those rights are separate from this voluntary returns policy and are not discretionary.