Complimentary shipping on orders over $300 within AU / NZ & international orders over $500 — Afterpay & Laybuy available

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The Kalaurie Customer Care Dictionary

Custom Orders & Alterations

Everything is made in house which gives full flexibility. Anything is possible with made-to-order.

Love a Kalaurie design but want the fabric from another design? No problem, contact us to explore our studio fabric archive or to chat about possibilites. Fabric swatches available on request. To see examples of some custom pieces, check out our Instagram.

We offer a complimentary alternations service on pre-purchased garments to ensure you get the perfect fit or hem length. Alterations other then hems are only accepted at this time for Melbourne based clients as it's extremely important for us to evaluate the fit of the garment in person.

To enquire about having a piece commissioned, bridal enquires, size grading enquires or if you simply wish to customise an existing design, please email contact@kalaurie.com.au.

Please note this service will be charged depending on request and requests may be declined depending on production schedule or if it does not align with the Kalaurie aesthetic philosophy.

Garment Care

To insure your beloved piece has a long and healthy life, it's advised you read your garments unqiue care label to learn its specific cleaning needs before washing. Care labels are located on the bottom left hand side seam of each garment. Instructions vary depending on the garments design.

Spot cleaning
Spot cleaning is a great way to extend your garments life between wash cycles as over time machine washing can wear your garments out. All you need some cold water, a gentle environmentally friendly washing detergant or spot cleaner like sard and a clean cloth.

Handwashing
Handwashing is our favourite way to clean clothing. It's gentle whilst saving water and energy. Most garments and fabrics are suitable for handwashing. All you need is a clean sink, tub or bucket and a gentle environmentally friendly washing detergant.

Sun cleaning
Airing your garments out in the sun is a great way to freshen them up between washes. Sunlight is a natural antibacterial.

Avoid tumble drying
Tumble dryer's are conventient however they consume a lot of energy and also cause heat damage and shrinkage to your clothing. Always opt for hang drying outside or on a clothes rack ina sunny position.

Dry-cleaning
If your garment has specialist care requirements and needs to be dry-cleaned we recommend eco/green dry cleaning where possible. Tailored & lined garments like coats and jackets will need to visit a dry cleaner.

Cotton & linen
Cotton and linen fabrics are easy to care for and most often can be machine washed on a gentle cold cycle or handwashed cold depending on the garment. These fibres can be prone to shrinkage so always make sure you wash with cold water. Avoid the risk of dyes running by washing with like colours.

Cellulose fibres
Cellulose fibres are man-made biodegradable fibres processed from wood pulp. They include viscose, tencel, lyocell, rayon & cupro. Fabrics made with these fibres can also be prone to shrinkage so we recommend a cold handwash and avoid hot irons as they can be heat sensitive. Simply use a cool iron or hold the iron above the garment & let the steam smooth out any wrinkles. We recommend laying your garment flat to dry it instead of hanging it with pegs to insure it the fabric doesn't lose shape.

Silk
Silk fabrics can be delicate but doesn't always need dry-cleaning. Hashwash in cold water seperately. We recommend laying your garment flat to dry it instead of hanging it with pegs to insure it the fabric doesn't lose shape.

Wool
Wool is one of our favourite fibres as it has natural insulating and antibacterial properties, however most often wool garments need to be dry-cleaned. Pure wool garments which aren't lined can be cold handwashed. Make sure you dry your garment flat.

Polyester
Polyester is easy to care for and very durable however when washed it releases tiny plastic fibres into the water called mircoparticles. We recommend always washing your garments which have polyester fibres in them using a GuppyFriend washing bag which helps to capture these fibres so that they don't enter our water ways. Before washing consider whether your garment just needs a good hang in the sun or a quick spot clean extend its life between washes.

Velvet
Here at Kalaurie we love the plush feel of a luxurious velvet however velvet can be sensitive to hot surfaces. Insure you never put an iron directly on velvet. If you don't have a steamer hold your iron avoid the garment & let the steam smooth out any wrinkles.

Kalaurie does not accept the responsibility of replacing damaged garments when care instructions have not been followed.

Sizing

Size may vary depending on fabric, cut, style & silhouette of each style.
Keep in mind that 1cm to 2cm difference can be okay. Depending on style some measurements may not be relevant - for example, for a loose fitting shirt we only need your bust measurement.

If you need help picking the right size, send an email with your measurements to contact@kalaurie.com.au for a complimentary consultation. Each garment is made-to-order and it's advised that you ask for a consultation to insure you get the perfect fit in the event you are unsure.

We are very happy to customise sizing, just email us with the style your interested in and your measurments in centimetres.

Shipping

We ship worldwide using Australia Post or private courier.

Orders are posted between 1-2 days after the production of your garment. Current production time 7-21 days. Once your order is sewn, packed and posted we will send you will receive a notification email. Production times are subject to change depending on our order queue, email contact@kalaurie.com.au to check current production schedules.

Within Australia

Complimentary express shipping with tracking on all orders over $300 AUD. Arrives 1-2 business days after shipping notification is received. WA customers, please note sometimes it can take a little longer to reach you.

Orders over $300 require signature on delivery.

International

Complimentary standard shipping with tracking for orders over $300 AUD to New Zealand. Complimentary standard shipping with tracking on all orders over $500 AUD for the rest of the world. Generally arrives 10-14 business days after shipping notification is received.

Express shipping with tracking. Generally arrives 4-7 days business days after shipping notification.

Please note that if you purchase 'Express Shipping' this does not mean your order moves up the production queue, production times still apply. It only means a quicker shipping service will be used.

If you have any questions about shipping rates or would like to add insurance or signature on delivery onto your parcel please email contact@kalaurie.com.au

Order Tracking

Once your order has been shipped, you will receive email confirmation of your shipping details and tracking number.

Deliveries

Kalaurie does not accept any responsibility for loss or damage to goods if you have authorised delivery to be left unattended at your shipping address.

Insurance

If you would like to add shipping insurance onto your parcel, please email sales@kalaurie.com.au to get a quote.

Lost or missing parcels

Kalaurie is not responsible for parcels that go missing in the post, and will not replace items that go missing as this is the responsibility of the postal service.

If an incorrect delivery address is provided at checkout, Kalaurie is not responsible for locating the parcel. Kalaurie will not replace items sent to the wrong address if it was entered incorrectly at checkout.

Currency

All prices are shown in Australian Dollars $AUD.

Paypal will determine the exchange rate at the time of checkout for international orders.

Customs Taxes & Duties

All international customers are responsible for custom taxes on delivery and by law we must mark the full value of the parcel of the customs slip.

Returns

Kalaurie takes great care in insuring you are happy with your purchase and we understand that purchasing made-to-order online can be a little nerve-wracking, so we have a few tips to help you avoid having to go through the lengthy returns process.

  • Ensure you have checked our sizing chart to help determine your size
  • Read the garment descriptions carefully to get an understanding of the fabric and fit of each design
  • If you have any questions we encourage you to get in touch with us before purchasing at sales@kalaurie.com.au

If you do need to return an item, here are our terms:

1.Our returns policy lasts 7 days. You must notify us within 7 days of receiving your order. If 7 days have gone by since you received your purchase, unfortunately we can’t offer you a exchange or return. * Returns extended until Jan 10th during the Christmas holidays *
To organise an exchange or return please email sales@kalaurie.com.au

2.The item(s) must be unworn, in original condition and in original packaging.

3.We must receive the item back within 7 days (for all Australian orders) of contact and 21 days (for all international orders) of contact.

4.Return shipping to our studio is your responsibility however we will cover shipping back to you. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over $200, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Send your return item to: Kalaurie, 144 Keon Street, Thornbury, Victoria, Australia 3071 and email us the parcel tracking.

5.Kalaurie aims to provide customers with garments of the highest standard and quality. In the rare event that your garment is faulty please immediately email sales@kalaurie.com.au to organise a refund or exchange.

6.Returns & exchanges are not accepted on altered or custom made items. All sales are final on custom made and altered items once the job has been accepted. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. We offer a repairs service to insure the longevity of your beloved piece.

7.Refunds (if applicable). Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.

8.Please remember your items are slowly and lovingly handcrafted to order so if you are exchanging for a different size or different piece, production times do apply.

Repairs

To ensure the longevity of your beloved Kalaurie piece we offer a repair service, because clothing should last a lifetime. We want you to enjoy your collected piece for as long as possible and sometimes accidents happen.

Repairs include:
Resewing or replacing buttons & fastenings
Rehemming
Reinforcing weak seams
Replacing broken zippers

Please email contact@kalaurie.com.au to book a repair, big or small.

This service may be charged a small fee depending on complexity of repair and we do ask that you cover the one way cost of postage to our Melbourne studio however we will handle the postage cost of returning your newly repaired piece back to you.


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