FAQ
GARMENT
Why Does My Shirt Have A Vinegar Smell?
When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don't worry, that's not unusual - it's from a fixation agent applied during the printing process and it's not permanent.
● Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.
● The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash.
How do I care for my garment?
Please follow the wash instructions on your clothing, if you have not followed the wash instructions as tagged on your clothing and your clothing is damaged we cannot accept a return.Do you have a size guide?
All of our sizing is in Australian sizing (size S to 3XL - our size range may vary depending on the style) Please always refer to our SIZE GUIDE to help choose the right size for you.
DELIVERY
When will I get my order?
Usually, it takes 2–6 days to fulfil an order and 1-4 days to deliver.
[Covid-19] When will I get my order?
Our fulfilment times may be longer than usual until things get back to normal. We're still seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is still grappling with challenges. It's difficult to predict the shipping times.
Where will my order ship from?
We work with an on-demand order fulfilment company with facilities worldwide!
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address.
● Ask your local post office if they have your package.
● Stop by your neighbours in case the courier left the package with them If the shipping address was correct.
● If the package wasn't left at the post office or at your neighbour's, get in touch with us at chiappinoclothing@gmail.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
ORDERS
How are your products made?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at chiappinoclothing@gmail.com.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at chiappinoclothing@gmail.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Can I change my order once it has been placed?
Please make sure you have double checked your order before it is placed as we are unable to change or cancel your orders once this is done.
RETURNS
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at chiappinoclothing@gmail.com
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at chiappinoclothing@gmail.com with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/colour?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts — we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at chiappinoclothing@gmail.com within 7 days after receiving your order. Include your order number and photos of the mislabelled item, and we’ll send you a new one, or issue a refund!