FAQ
Frequently Asked Questions
Where do orders ship from?
Most orders ship from our fulfilment warehouse in China. This lets me source closer to the makers and specialist suppliers I am interested in, sample products before listing them, and keep the range small without padding prices to hold local stock before a piece has proved itself.
Some products may ship from Australian local stock in the future. If that applies, the product page or checkout will make it clear. Unless a product says otherwise, expect it to ship from China.
How much is shipping?
Shipping rates and free-shipping thresholds vary by country. Shipping options and charges are shown at checkout. See Shipping and Returns for the full list of destinations.
How long will shipping take?
The estimated shipping time for your address will be shown during checkout. In most cases, delivery should take between 5 and 15 business days.
Do you ship to my country?
We ship to these 24 countries:
- Australia and New Zealand
- North America: Canada, Mexico and the United States.
- Asia: Malaysia and Singapore.
- Europe: Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Slovakia, Spain, Sweden and the United Kingdom.
Shipping options and charges are shown at checkout. See Shipping and Returns for more information.
If your country is not listed, please send me a note. I would like to expand into more markets where there is demand.
Will I have to pay duties or import taxes?
No. Duties and taxes are included in the price you pay at checkout. You should not be asked to pay extra duties, tariffs or import taxes when your order arrives. If a carrier or customs office asks you for an extra payment, contact me before paying it.
Do you have sales?
Generally, no. I try to keep prices on the leanest margin I can sustain all year, rather than building extra margin into the original price so I can discount it later.
If another store can regularly offer very deep discounts, that usually means there was substantial room in the original price. Hidden Stitch Supply is not set up that way. Even a 20% store-wide sale would make the business difficult to sustain. I would rather charge a fair price from the start.
How does Hidden Stitch Supply handle sizing?
All customer-facing sizes on Hidden Stitch Supply are standardised to US sizing, which should be familiar to most Western customers. The actual garment dimensions have also been measured. For the best comparison, measure a similar garment you already own that fits well and compare it with the product's size chart.
The label sewn into the garment may show a different size from the one you ordered because it can still carry the supplier's original sizing. Read the Sizing page and the product-specific size guide before ordering.
Can I return an item?
I accept change-of-mind and sizing returns for Australian and international orders. Contact me within 30 days of delivery. Items must still be in new condition, unworn, unused, unwashed and unaltered, with their original tags attached.
Returns are sent by post to Melbourne, Australia, including returns from international customers. You arrange and pay for return postage for a change-of-mind or sizing return. There is no restocking fee. Contact mark@hiddenstitchsupply.com before posting anything so I can provide the return address and instructions.
This is the minimum I offer for eligible returns. If you have an issue outside these terms, please still get in touch and I will do my best to help. Your consumer-law rights are not limited by the 30-day window or the new-condition and tags requirements.
Read the Returns policy for the full return process, refunds, exchanges and faulty-item support.
How can I get help?
Use the Contact page for help with an order, sizing, shipping or returns. You are also welcome to share feedback about what you bought, what is missing or what you would like me to source next.