FAQ’s

ORDERS

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.

I received a wrong / damaged product, what should I do?

Firstly, we’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at orders@isaw.company within 7 days of receiving it 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 exchange an item for a different size or colour?

At this time, we don’t offer exchanges. Your order is a specific print-on-demand product, so we don’t have extra sizes or colours. If you want a different size or colour, your order would need to be purchased again. If you’re unsure which size would fit you better, go for one size larger than you would order normally. Clothing manufacturers may produce clothes at a slightly different fit to your body even though the size charts say the same. Check out our sizing charts for clothing items which are listed on our store. Even though the circumstance is rare, it’s possible that an item you ordered could have been mislabelled. If that’s the case, please let us know within 7 days after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund.

DELIVERY 

When will I get my order? 

Usually, it takes 3–7 days to fulfil an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

  • Australia: 2–14 business days 
  • Europe: 6–8 business days 
  • International: 10–20 business days
  • Japan: 4–8 business days 
  • USA: 3–4 business days 

With the COVID pandemic affecting some of the supplies we need, our fulfilment times may be longer than usual until things get back to normal. We’re seeing delays in our supply chain, distributors and shipping carriers as the entire industry is grappling with challenges, so it’s difficult to predict accurate shipping times, but we’ll do our best to keep you informed to any unscheduled or disruptive changes.

Where will my order ship from?

We work with on-demand order fulfilment companies with facilities worldwide. Once they receive your order, they will process, manufacture and ship your order from the facility closest to your location so as to get your order delivered to you in the quickest possible time.

Will Customs charge me 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, 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 
  • Check with your neighbours in case the courier left the package with them 

If the shipping address was correct, and the package wasn’t left at the post office or with one of your neighbour’s, get in touch with us at orders@isaw.company 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.

RETURN & REFUND

What’s your return policy?

We only offer returns based on a very limited situation, which you can brief yourself about what those situations are on our Return & Refund Policy page, however if there is something wrong with your order, please let us know by contacting us.

Do you offer refunds?

Refunds are only offered to customers that received the wrong goods through no fault of your own or damaged items. Our Return & Refund Policy makes it very clear what is refundable and what’s not. If you do have a legitimate reason for wanting a refund, please contact us at orders@isaw.company with photos of wrong/damaged items and we’ll sort that out for you.

GENERAL

Why do you have so many store policies?

Simply put, store policies tell you exactly what we’re doing, why we are doing it and how it affects you and your personal data, and because it’s the law. Store policies provide you with reassurance in how to address a problem, and reassurance in how we can assist you. It creates a sense of security when you’re interacting with our website and buying something from us, especially since you can’t try on the product beforehand. You’ll know what to expect if something goes wrong with your order, or how to report a defective product. Store policies will also help you sort through any other problems more quickly because somethings are not always straight forward but you’ll already have a procedure to follow. 

These are the policies we currently display on our website:

  • a Privacy Policy to explain what and how we gather, process and use your personal data
  • a Terms of Service Policy to explain the general terms of our conditions for using and interacting with our website and services
  • a Return & Refund Policy to explain what is eligible for a physical product to be returned or refunded

CONTACT

If you have specific questions, you can email us at any of these departments: