All of our processes and packaging are sustainable and environmentally focussed. The electricity that powers our lights and sewing machines is based on sustainable wind-farm energy courtesy of our energy suppliers, Powershop. We send your masks in (a) recyclable envelopes and cellophane (plant-based) bags for orders of one or two masks, (b) compostable mailers for larger mask orders, or (c) tissue paper in a recyclable cardboard shoe-box for bulk orders.
We use sustainable or carbon offset delivery options wherever possible. We also utilise OneTreePlanted.org to give back to our environment. To ensure the safety of our team, customers and couriers, we dispatch from our studio in contactless batches daily, minimising all external contact.
*From Thursday 17th September 2020, all orders have come with the option to be dispatched via Sendle Courier Services. We have made this choice in part to allow Aus Post to catch up on their skyrocketing demand for postal services, and also because Sendle are Australia's first fully carbon neutral delivery company. If the delivery timeline is substantially less with Aus Post than with Sendle to your area, the faster option will be chosen for your delivery.
Please note, our couriers only collect on weekdays but they deliver 7 days per week, including in the evenings. Due to this, they do not provide delivery to PO Boxes or Locked Bags that require a set delivery time. Remote areas of Victoria may incur additional courier costs, and in these rare cases, we will contact you so that you can choose between courier services or Aus Post with tracking. Please view a full list of areas considered remote by our courier providers here.
We are again offering Express Delivery (Aus Post) as we have been informed that the timeline at present is much faster than Standard Delivery. Australia Post may experience delays, especially during metro, state-wide and interstate lock-downs, and occasionally this holds up both our fabric orders and your mask deliveries, so please allow a few extra days before getting in touch about your order. We are working flat chat to get your orders out to you, but unfortunately the postal segment of your order's journey is mainly out of our hands.
Orders sent prior to July 11:
- Express (Aus Post): the fastest delivery option (3-5 working days; 1-2 working days in metro Melbourne), followed by
- Sendle via Couriers Please: 2-7 working days depending distance from metro areas; around 12 days for more remote areas, and
- Standard (Aus Post): various, please see the Aus Post website for further details; at present it's approx. 5-7 working days, with occasional longer delays for interstate especially during periods of lockdown.**
Orders sent July 12 - Aug 31:
- Express (Aus Post): the real-time delivery range is 2-17 working days, depending on location. This is in part due to interstate sorting redirections and we will continue to update this information as deliveries happen.
- Sendle via Couriers Please: 4-20 working days depending distance from metro areas
- Standard (Aus Post): at present this seems to be approx. 6-18 working days, with occasional longer delays for interstate especially during periods of lockdown.**
Orders sent Sep 1 - current (TBA):
- Express (Aus Post): at present the estimated delivery range is 3-12 working days, depending on location. This is in part due to interstate sorting redirections, restrictions to protect postal workers and collections not happening on Mondays & Tuesdays, and we will continue to update this information as deliveries happen.
- Sendle via Couriers Please: 5-20 working days depending distance from metro areas
- Standard (Aus Post): at present this seems to be approx. 7-21 working days, with occasional longer delays for interstate especially during periods of lockdown.**
At any point these rough timelines may change without notice due to the evolving covid situation. In most cases, we are not aware of delivery delays until after they happen, because we do not receive updates from Aus Post and rely on delivery confirmation from our customers to provide real-time ETAs.
**By choosing Standard Aus Post as a delivery option, you acknowledge that you understand tracking is minimal during covid restrictions and there are some extensive and unavoidable delays. You also confirm that there is a safe place for your order to be delivered i.e. an accessible letterbox or hidey-hole near the front entrance of your home. All deliveries including courier are contactless wherever possible for the safety of staff and customers alike.
We offer free delivery on orders over $69. During quiet times you will receive a tracking code for your order, even though the delivery is free and does not include any cost for postage or handling. During peak periods we will send these out in large batches without tracking.
What does this mean for your delivery? Whilst we absorb the delivery cost, there is of course still a cost. We retain the tracking stickers for all orders, so that in the case of a loss, a Lost Parcel Claim can be made with Aus Post. But generally speaking, for these free delivery batches, we will not manually enter each code. This means your deliveries are sent out faster, and we in turn save ~6 hours a week entering tracking codes. We can then invest this time making more masks for our community, and contributing more funds to charities!
If an economical option is what you're after, and you're not fussed about tracking - this is the option for you. If you would instead prefer to receive a unique tracking code to follow your delivery, please choose one of the tracked options from the delivery drop-down menu at checkout.
Since 98% of our masks have been found to fit 98% of our customers, we no longer feel the need to provide a made-to-order service. However, we will leave a small amount of fabric aside from each print, so if you have a specific tailoring request (i.e. "big shnoz extra room pls") we can still accommodate. Just email us via firstname.lastname@example.org with your order number and specific requirements.
As always, if we can get these made up and out to you even faster, we will :)
The fastest way to receive your order is to order only the Basic Shapely style, as these are made up and in stock. The Tailored Shapely masks are made each working day by our team, so whilst most of them are in stock, we do allow a 24hr window for you to contact us with tailoring requests prior to sending.
If you have requested a mask made from fabric that is shown as out of stock, please contact us with your request. Then, simply allow an extra 5 days for delivery of the extra fabric to us and production by our lovely team of sewists, as well as communication with you throughout the making process.
Once made, we like to add the extra service of soaking all masks in a water and disinfectant solution, rinsing, air drying and ironing, prior to send. Please allow time for this. According to health recommendations, we advise washing your mask prior to first use, and subsequently after every use as per DHHS advice. You can find suggested washing instructions here.
For any questions or to request a restock of a design you love, please contact email@example.com
Please leave any notes relating to your specific mask(s) in the notes area of check-out (or send us an email) and we will do our best to accommodate based on the fabrics we have in stock.
Return & Refund Policy
For hygiene reasons, we do not offer returns on face mask products.
If there is a legitimate flaw with your mask, please send us a photo upon receipt, and if the complaint is found to be reasonable, we will replace your product asap.
We donate excess funds to charities, so are unable to offer refunds. In rare cases where there is a production flaw, our makers remake your replacement product in our own time and at our own cost.