FAQs
Ordering & Products
Q: How do I place an order?
A: Browse the online store, select the items and sizes you want, add them to your cart, then proceed through checkout by supplying your shipping and payment information.
Q: Can I modify or cancel my order once placed?
A: We aim to process orders quickly (within 24 hours on business days) so modifications or cancellations cannot always be guaranteed. Contact us as soon as possible if you need changes - vanessa@stapleco.com.au
Q: What if an item is out of stock?
A: Product availability is shown on the product page. If an item becomes unavailable after you placed an order, we will notify you and process a refund or suggest alternatives.
Q: What certifications or ethical standards do you use?
A: Our products are backed by certifications including GOTS (Global Organic Textile Standard), OEKO‑TEX Standard 100, Fair Trade, and Fair Wear to ensure sustainable and ethical production. (STAPLE Co)
Shipping & Delivery
Q: What shipping methods are available?
A: Orders are shipped via Australia Post. You may select between Standard or Express delivery.
Q: How long does shipping take?
A: Orders placed Monday to Friday are processed within 24 hours (excluding weekends).
Q: Do you offer Click & Collect?
A: Yes — Click & Collect is available from our STAPLE Co office in Swanbourne, Western Australia, on Wednesdays and Fridays.
Returns, Refunds & Exchanges
Q: What is your return / exchange policy?
A: You have 14 days from receipt to request a return or exchange for items in original, unused condition with tags and original packaging. Customers will need to cover the postage of the returned item/s unless other arrangements have been made with the STAPLE Co team.
Q: Are there items that can’t be returned?
A: Sale items and gift cards are non-returnable.
Q: What about damaged or incorrect items?
A: Please inspect your order upon arrival. If an item is defective, damaged, or incorrect, contact us immediately so we can evaluate and resolve the issue.
Q: How long until I get a refund?
A: Once we receive and inspect your returned item and approve the return, a refund (or store credit) will be issued. The refund timeframe may depend on your payment method and bank processing time.
Account & Contact
Q: Do I need an account to shop?
A: You can check out as a guest, but creating an account allows you to track orders, see order history, and manage your details more easily.
Q: How do I contact customer support?
A: You can reach us via the Contact page on the website. (STAPLE Co)
Q: Where are you located?
A: We are based in Perth, Western Australia.
Sustainability & Ethics
Q: Why choose STAPLE Co?
A: We prioritise sustainability and ethics in every part of our process, from the sourcing of our Organic Cotton, working with certified manufacturers, using low-impact dyes, and transparency in our practices. It is very important to us that the team making our clothes are paid a living wage in safe and fair working conditions.
Q: How are your products certified?
A: Our garments often carry GOTS, OEKO‑TEX Standard 100, Fair Trade, and Fair Wear certifications. You can find more information on the individual product pages.
