Orders & Shipping
Q: Do you offer free shipping?
A: Yes — free shipping applies on orders of $150+ (AUD).
Q: How long does shipping take within Australia?
A: Standard (Australia):
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Within NSW: 3–4 business days
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Outside NSW: 3–6 business days
Express (Australia):
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Within NSW: 2–3 business days
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Outside NSW: 2–4 business days
Q: How long does international shipping take?
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Standard International: 5–8 business days
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Express International: 2–6 business days
Note: Some regions (including parts of Europe and the Americas) may vary slightly.
Q: When do shipping timeframes start?
A: Shipping time estimates start from when your order has been processed and dispatched from the warehouse.
Q: Where is my order / how do I track it?
A: Once your order is packed, you’ll receive confirmation with tracking details. If you need courier updates, contact Australia Post on 131 318 with your tracking number ready. If you don't receive this please contact us.
Q: My parcel says “attempted delivery” or “held” — what do I do?
A: If the courier attempted delivery or is holding the parcel, you’ll need to contact the courier to locate/rebook delivery. Customers are responsible for monitoring tracking updates.
Q: What if my parcel is missing?
A: If it has been over 1 month since dispatch and you still haven’t received it, contact us so we can follow up.
Exchanges, Returns & Store Credit
Q: Do you offer returns?
A: Étienne operates as all sales final, with no refunds, unless the item arrived damaged/defective.
Q: Can I exchange my order?
A: Yes — there is a 7-day exchange window from when you receive your item (subject to stock availability).
Q: What condition does my item need to be in for an exchange?
A: Items must be unworn/unused, with tags attached, in original packaging, and you’ll need proof of purchase.
Q: What will not be accepted for an exchange?
A: Exchanges won’t be accepted if there are signs of wear or issues like cologne, lint, stains, or defects on the returned item.
Q: How do I request an exchange?
A: Exchanges must be made through our exchange portal. To lodge an exchange click the link and follow the prompts to exchange. Exchange Portal
Q: How quickly do I need to post my exchange back?
A: Exchanges must be posted back within 3 business days of receiving the return address/instructions.
Q: Are exchanges/refunds available during sales or promotions?
A: No — items purchased during sales/promotional periods (including Black Friday, Mystery Boxes, and purchases using discount/promotional codes) are final sale and not eligible for return/exchange/store credit.
Q: Do you offer store credit?
A: Yes — store credit is available, but eligibility depends on the circumstances and the policy above (especially around promotions).
Q: My item arrived damaged or incorrect — what should I do?
A: Contact us immediately through our exchange portal with photos so we can assess and make it right. For a refund on damaged/defective items, you must contact us with images within 7 days of receiving your parcel.
Sizing & Product Info
Q: How do I choose the right size?
A: Use the size chart on each product page for the most accurate fit guide, and check the model’s height + size worn listed in the product description.
Q: Are your tees oversized?
A: Many tees are designed with a wide & baggy oversized fit and a snug neckline (see the product description for each specific item).
Garment Care
Q: How do I wash and care for my Étienne garments?
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Wash with similar colour.
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Wash inside out (or cold hand wash)
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Hang dry only, out of direct sunlight
Do not: tumble dry, dry clean, or use bleach/harsh detergents.
Q: Will my 100% cotton pieces shrink?
A: Your 100% cotton pieces undergo a heavy pre-shrinking process, but residual shrinkage may still occur (typically up to 3–5%), depending on washing/drying conditions. Following the care instructions (cold wash, inside out, hang dry) helps minimise this.
Support
Q: How do I contact Étienne?
A: Email us at etienneclothing@outlook.com and we’ll help with exchanges, order issues, and product questions.
