This is an example of a response that you might give. It's good to be as thorough as possible in responses as that has a tendency to improve trust overall.

No, we ask that you carefully check all selections before ordering an item. We often ship same-day and cannot guarantee we will see an email in time to change your order after it has been placed.

This includes shipping information at checkout.

We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we'll gladly accept a return of any full priced item subject to the following conditions:

- the item must be returned within 30 days of purchase

- items must be returned in original condition, unworn, unaltered, unwashed

Full Price: Styles that are full price are eligible for return or store credit within 30 days of purchase.

Sale Styles: Sale items which have been reduced in price cannot be refunded.

To return an item, please contact us at hello@sisternettle.com and we will send you shipping instructions to send the item back at your expense.

We do not except returns on our non-clothing, boutique, or custom items.

No, with such a small team & limited inventory, we need to process orders separately. You can return the item you don't want, and purchase other items separately.

Most of our offerings are ready-to-ship and will ship out within 3 business days to you. We ship out orders twice a week, on Mondays and Thursdays.

Occasionally, we include our customers in the creation process of an item and offer it made-to-order. For these items, the listing will specify the timeline for production and shipping. In general, MTO items take a full season to be completed: estimate 3-4 months until shipping.

All items in an order will ship out when everything is complete - if items are bundled into one order, it will ship when the last item is ready. You can email us for separate shipping.

Ready-to-ship or completed orders are shipped out during business hours every Monday and Thursday. Purchases made on weekends and public holiday will be processed the next business day.

Once your order has been placed, a confirmation email will be sent to your nominated email address. If you do not receive a confirmation email, please check your spam folder, or email us. Once your order is shipped out, you will receive a shipping confirmation and tracking details via email. 

Please note, during busy periods or within one week (7 days) of a new collection launch or sale there may be delays with order processing and dispatch.

We ship all of our orders through USPS priority mail, which typically takes 2-3 business days to arrive (for domestic shipping.)

We do! We ship everywhere. Please be aware that if import duties are required when your order arrives in your country, you are responsible for that payment. We do not cover the cost of international import duties.

Once an order is scanned into USPS, we aren’t responsible for lost, broken, or damaged items. All items must be insured through Route at checkout for coverage. If you do not select this option at checkout, you will not be able to replace damaged or lost items.

All lost and damaged orders will be handled directly via route for reimbursement.  File a claim with route here: https://claims.route.com/

If you do not select Route as an insurance option:

If your item was shipped priority, you will have $100 of insurance automatically included via USPS.  This will be handled directly through them. USPS policy states that you save your entire damaged package, including the box/envelope, packaging, broken item, etc and bring it to USPS upon request for inspection. If you get a damaged item and throw away anything before you make a claim, you will not be reimbursed by USPS, so save everything. Click here to file a claim with USPS.

If your package says delivered and is not with your mailbox, check with your postman (or woman) and file a missing mail search with USPS to alert them that your package is missing.

We are not available to troubleshoot any issue with USPS insurance. The consumer is responsible for contacting USPS and filing a claim on their own time, as they declined the insurance option provided at checkout.

If your package is returned or delivered to the wrong address because you entered the wrong address at checkout, you are responsible for paying a second shipping fee to get it to your house. We so not refund any orders if you entered the wrong address and do not want to pay shipping a second time to get your order.

Each of our handcrafted items has its own care instructions:

For our standard silkscreened items (tees and long sleeves) they can be machine washed in cool water and dried with like garments in cool water. For best color longevity, we do recommend line drying them though!

For our blockprinted items, they can be hand washed, line dried, and ironed on the side opposite of the ink. 

For all other handsewn and natural fiber garments we recommend washing on gentle cycle in cool water and line drying. 

You can learn about all of our fabrics used here.

Our clothing items are handcrafted using plant and animal-based, biodegradable fibers like linen, silk, bamboo, and hemp. These fibers have differences from most modern clothing that is polyester based.

The most common questions we address are about linen.

When wearing linen: When wearing linen garments, please be aware that linen fabric does not stretch. This is why many linen garments are loose fitted and roomy. When trying on or buying linen clothing, keep in mind the importance of a good fit, so that the linen won't be put under too much strain. Areas to note: armpits, waistlines, and the inner crotch seams of pants. If the fit is too snug in these areas, the linen will wear down under frequent stretching and/or friction. This is not a reflection of the quality of the linen, but of the limitations of a natural fiber without stretch. This can sometimes be a result of lifestyle and frequency of use, or body type.

Please note that we do not accept worn returns or refund for wear and tear described above on linen garments. We have tested, worn, and offered many of our linen garments for years now and are confident in their quality and durability when they are worn properly.

We love to share about our production partners, and the ethics and practices behind our creation process. You can learn about our work here.