Returns & Shipping

This is a starting template, not legal advice. Every [PLACEHOLDER] below must be reviewed and completed — ideally with input from a professional familiar with Australian small-business compliance — before it is relied upon as the site's real policy.

Shipping timeframes

Almost every piece we sell is handmade to order. Each product page shows a lead time in days — this is how long we typically need to crochet, finish and prepare your piece before it ships.

Once your piece is finished and packed, shipping within Australia typically takes [PLACEHOLDER — 3–7 business days] via [PLACEHOLDER — Australia Post / courier]. International shipping timeframes vary by destination.

You'll receive tracking details by email as soon as your order is on its way.

Made-to-order pieces

Because made-to-order pieces are created specifically for you, our standard return policy for change of mind is:

[PLACEHOLDER — Dibi to define. Common wording for handmade makers: "Made-to-order pieces are not eligible for change-of-mind returns once production has begun. If you need to cancel, please contact us within 24 hours of ordering."]

Ready-stock pieces

[PLACEHOLDER — Dibi to define whether ready-stock pieces (if any) are eligible for change-of-mind returns, and within what timeframe and condition. Typical: "Ready-stock pieces may be returned unworn, with tags attached, within 14 days of delivery. Return shipping is at the buyer's expense."]

Faulty or not-as-described pieces

Regardless of anything else on this page, Australian Consumer Law consumer guarantees apply. If a piece is faulty, significantly different from what was described, or not fit for its intended purpose, you're entitled to a repair, replacement or refund as appropriate under those guarantees.

[PLACEHOLDER — do not remove this paragraph without professional confirmation. ACL consumer guarantees cannot be contracted out of.]

If something isn't right, please email stitchesbydibi@gmail.com within 7 days of receiving your piece, with your order number and a photo of the issue. We'll work with you to make it right.

Care & repair

Handmade crochet pieces last longer when they're cared for well. See our Care & Repair guide for washing, storing and mending tips. [PLACEHOLDER — remove this link if the /care-and-repair page has not been built yet.]

Custom orders

Custom orders are a collaboration and involve a few extra terms:

• Deposit: [PLACEHOLDER — e.g. "A 50% non-refundable deposit is required to secure your spot and cover yarn."]
• Approval stage: We'll share progress photos at agreed milestones. Please respond within [PLACEHOLDER — e.g. 3 business days] so we can keep to your delivery date.
• Cancellations: [PLACEHOLDER — e.g. "You may cancel before production begins for a full refund minus a small admin fee. Once production has begun, the deposit is non-refundable."]
• Changes mid-production: [PLACEHOLDER — e.g. "Small changes (colour swap, minor sizing) may be possible at cost. Major changes may require restarting and additional charges."]
• Final payment: The balance is due before the piece ships.

Lost or damaged in transit

Once your piece leaves us it's in the hands of the carrier, but we'll help you follow it up. If a parcel is lost or arrives damaged, contact us within 7 days of the tracking marking it delivered and we'll assist with the claim.

Contact

Any questions about shipping, returns, or your specific order: stitchesbydibi@gmail.com.