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FAQs

Frequently Asked Questions

Sister Nettle started off on Instagram, but as our following grew, so did the number of DMs. We can't promise we'll catch your message if you send it on social media, so please direct all inquiries to hello@sisternettle.com or by using the form on our Contact Page if you need to get in touch.

Sister Nettle is a bit different from the standard retail experience. Instead of having items available at all times, we offer "Shop Updates," with different items available in each. This allows us to try out new things and collaborate with many different creators, while also limiting the scope of work for our small team.

In shop updates, we typically offer two different types of sales: MTO (made to order) and RTS (ready to ship).
MTO items are purchased during shop updates, and then we get to work assembling all of the components that go into creating them. Seamstresses stitch them up, items are hand-dyed with natural ingredients, they get blockprinted, etc. Due to the amount of steps required to get everything just right, it typically takes 8 - 10 weeks before the item arrives at your door.
RTS items, on the other hand, are pieces that we already have on hand, or don't require the number of steps involved in MTO orders, so we're able to get them to you more quickly. RTS items typically arrive within 2-3 weeks. 
For information about future shop updates and items, be sure to follow Sister Nettle on Instagram and subscribe to our newsletter at the bottom of this page!
Items that are marked sold out are just that--sold out. I'm sorry you weren't able to grab one this time, but if you sign up to the newsletter on our homepage, we'll send you information about future updates and restocking of that item.
MTO (made to order) items will ship in 8-10 weeks, due to the nature of our items being hand-dyed, sewn, and printed. It takes time to get things just right.

RTS (ready to ship) items are already on hand and waiting for you, though, so they typically arrive within 1-2 weeks.

We've got a lot on our plate at the moment, so we're unable to take any custom orders, sorry!

If you need to return your item, we accept returns on jewelry within 2 weeks of receipt, as long as the item is unworn and undamaged. Clothing may be returned unworn, unwashed, and undamaged. If the item returns later than 30 days after receipt or appears to be used or worn in any way, we reserve the right to deny your return.
Exceptions: We do not accept returns on elixirs, teas, smoke bundles, or candles.

At the moment, we cannot offer exchanges as a standard option. Due to the one of a kind, MTO nature of our work and the size of our team, it just isn't feasible to stay on top of special cases like that. They are sometimes possible on a one-on-one basis, although we can't guarantee an exchange.

It becomes too confusing when we try to combine orders placed at different times and on different updates, so we're unable to bundle them. If you need to, we can cancel a previous order for it to be placed again with additional items to save on shipping and keep everything on one invoice, though.

Our compostable packaging reduces shipping waste, though, so you don't have to worry about any added environmental impact!

Due to the logistics of managing orders, we don't offer customization or changes to orders that have already been paid for, but if you contact us within 48 hours of purchase and request to cancel, we will honor a cancellation within that time frame so you can re-purchase with the necessary changes. Adding them in manually ourselves just increases the risk that we'll end up making a mistake on your order.

Refunds are processed as soon as your request is received, but the platform you used to pay for your order will determine how long it takes to receive your refund. Essentially, once it's out of our account, it's in the hands of the payment provider and out of our control.
If you purchase through Shopify using your credit card, your refund should arrive within a few business days.
If purchased through Paypal, it could take up to a week.
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When you place an international order, the shipping option you choose determines if your package is insured in transit or not. First class shipping is not tracked or insured, priority international is. Once the package is scanned by USPS, it is out of our hands & we are not liable for a lost package that is uninsured. Due to the number of delays & lost international packages during 2020, this policy is the only way we are able to continue offering international shipping at all. Thank you for understanding.