FAQs

Orders and preorders

Where do you ship from?

Orders are sent from our studio in Sydney, Australia.

When will my order be dispatched?

In-stock items are dispatched within 2 business days. Business days are Monday to Friday, excluding NSW public holidays. Delivery time is additional and depends on the destination and shipping service. Express shipping upgrades the delivery service, not the handling time.

How do preorders work?

Preorder items have an estimated dispatch time of 6–10 weeks after ordering, unless a different timeframe is clearly shown before purchase. If we cannot meet the agreed timeframe, we will contact you with a revised date or the option of a full refund. You can cancel a preorder any time before it is dispatched.

Will in-stock items wait for my preorder?

No. We dispatch in-stock items separately and send preorder items when ready within their agreed timeframe. You pay shipping only once per order; we cover the additional postage for these separate shipments. Each shipment has its own tracking information.

Can I cancel an order?

Email orders@xiwustudio.com before dispatch. You can cancel standard orders and preorders, including final-sale items, before they are sent. We use the time your email reaches us to determine whether your request was made before dispatch.

If you cancel the entire order before any item has been sent, we refund the order and any shipping charge paid. We process cancellation refunds within 14 calendar days of receiving your request. If part of an order has already shipped, you can still cancel the undispatched items; dispatched items follow the returns policy. See our Shipping & Returns Policy.

How do I track my order?

We email tracking details when each shipment is dispatched. For help with a delayed, lost or damaged parcel, email orders@xiwustudio.com and we will investigate.

Shipping and payment

Where do you deliver?

We deliver within Australia and to New Zealand, Singapore, Hong Kong, Japan, Canada and mainland China. Available services and charges are shown at checkout before payment.

What does Australian shipping cost?

  • Standard: A$10 per order

  • Express: A$15 per order

What does international shipping cost?

We offer Australia Post International Standard and International Express, where available. Prices depend on your destination and selected service and are shown at checkout before you pay.

How long does delivery take?

Transit time starts after dispatch and varies by destination and service. You can check current delivery estimates at auspost.com.au. Express next-business-day delivery applies only within the eligible network and subject to Australia Post’s conditions. Customs processing can extend international delivery times.

Will I need to pay import duties or taxes?

International orders may attract import duties, taxes and customs or carrier clearance fees. These are your responsibility where permitted by law and are additional to the product and shipping price unless expressly included. Any amounts we collect are shown before payment; other charges may be payable to customs or the carrier before delivery. See our Shipping & Returns Policy.

Why is a mobile number required for mainland China deliveries?

Customs and delivery services use the recipient’s mobile number for clearance, duty-payment and delivery messages. The phone field is optional at checkout. For mainland China orders, if the recipient’s mobile number is missing, we will email you to obtain it before dispatch. Missing delivery information may delay dispatch. We do not use it as permission for marketing.

Which payment methods and currencies do you accept?

Payments are processed through Squarespace Payments. The available payment methods are displayed at checkout. Prices are displayed and charged in Australian dollars (AUD). Your bank or payment provider may charge its own currency-conversion or cross-border fees.

Returns and exchanges

Can I return an item if I change my mind?

Yes, except for items clearly marked Final Sale before purchase. Email orders@xiwustudio.com within 7 calendar days after the item is delivered. Once we provide return instructions, post it back within 7 calendar days. That is the posting deadline, not the date it must arrive at our studio.

Items must be unworn, unwashed and unaltered, with original tags and garment bags intact and all original product packaging, including the product box where supplied. Package the return securely. We provide the return address privately by email and reply to return requests within 2 business days.

These deadlines and packaging conditions apply to voluntary returns and size exchanges, not statutory claims for faulty or incorrect goods. See the full returns conditions.

Who pays return postage?

For change-of-mind returns, you pay return postage and the original shipping charge is non-refundable.

For confirmed faulty or incorrect goods, we cover reasonable return postage. We provide a prepaid label where possible or reimburse reasonable postage on proof of payment. Statutory reimbursement and compensation rights remain unaffected.

Can I exchange an item for another size?

Voluntary size exchanges are subject to stock availability and exclude Final Sale items. Request an exchange within 7 calendar days of the item’s delivery, then post it within 7 calendar days after we provide return instructions, in the original packaging and condition described above.

You pay both return postage and shipping for the replacement size. If we sent the wrong size, we cover the reasonable return postage and the cost of sending the correct item. If the requested size is unavailable for an accepted voluntary exchange, we refund the original payment method within 14 calendar days of receiving the returned item.

What if an item is faulty or incorrect?

Email orders@xiwustudio.com with your order number or other reasonable proof of purchase, a description of the issue and clear photos of the item and defect. If you cannot reasonably provide photos or the fault cannot be shown in a photo, contact us to arrange another way to assess it.

Remedies follow Australian Consumer Law: for a major failure, you can choose a refund or replacement, or keep the goods and claim compensation for their reduced value. For a minor failure, we can provide a free repair within a reasonable time or choose a replacement or refund. Further rights apply if we cannot or do not fix the problem within a reasonable time. Compensation may also be available under the law.

The seven-day request/posting deadlines and original-packaging requirements do not apply to these claims. Final-sale items retain statutory rights. See our Shipping & Returns Policy for the full remedy and postage provisions.

Can I return a final-sale item?

Final Sale items are excluded from voluntary change-of-mind returns and size exchanges. You can still cancel before dispatch, and your rights for faulty, incorrect or otherwise non-compliant goods remain. A discount or limited stock alone does not make an item Final Sale.

When will I receive my refund?

For accepted change-of-mind returns, we process refunds within 14 calendar days of receiving the returned item. For faulty or incorrect-item refunds, we assess and resolve claims within a reasonable time and aim to complete assessment and processing within that same period where goods are returned. Any shorter legally required period applies.

Refunds go to the original payment method, not store credit. If that method cannot receive a refund, we agree a suitable alternative with you. Your bank or payment provider may take additional time to make the funds available.

Products and contact

Where are your garments made?

Our garments are designed in Sydney and produced in Australia or China.

How do I choose a size?

Use the measurements and size guide provided for the product. For help before ordering, email info@xiwustudio.com.

How should I care for my garment?

Follow the care label and the instructions for that specific product. Fabric compositions and construction vary by garment. Email info@xiwustudio.com if you need help.

How can I contact you?

Customer support is by email:

Does creating an account subscribe me to a newsletter?

No. Creating an account does not automatically subscribe you to marketing emails. Marketing signup is optional and requires a separate opt-in. We are collecting subscriptions for future updates but do not currently send marketing emails. We may send necessary account and order communications. See our Privacy Policy.

How can I hear about new collections?

Follow @xiwustudio on Instagram.

For full details, read our Shipping & Returns Policy, Terms & Conditions and Privacy Policy. Nothing in this FAQ limits rights under applicable consumer law.