Complimentary worldwide shipping on all orders over $250 — 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.

Kalaurie will happily make any of her designs in an alternative fabric, customise hem length or grade a larger/smaller size.

Love a design but want the fabric from another design? No problem, contact us to explore the possibilities. To see examples of some custom pieces, check out our Instagram.

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

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

If you are Melbourne based, we offer a complimentary alternations service on pre-purchased garments to ensure you get the perfect fit. Alterations 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.

Garment Care

To insure your beloved piece has a long and healthy life, it's advised you follow the following care instructions.

Cotton & Linen fabics:

  • Gentle cool hand wash separately or dry clean (eco/green dry cleaning where possible)
  • Do not bleach
  • Do not wring
  • Do not tumble dry
  • Drip dry in shade

Viscose, Rayon, Polyester fabrics and other cellulose fabrics:

  • Gentle cool hand wash separately or dry clean (eco/green dry cleaning where possible)
  • Do not bleach
  • Do not wring
  • Do not tumble dry
  • Drip dry in shade
  • Cool iron (these fibres can be sensitive to heat)
  • Never put an iron directly onto velvet. Steam only.

Silk & Wool fabrics:

  • Dry clean (eco/green dry cleaning where possible)

All coats and jackets:

  • Must be dry-cleaned ONLY.

Instructions vary between garments depending on design, please ensure you check the care label on each garment before washing. Care labels are found on the left hand side seam.

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

Sizing

Each 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 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 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 make a smaller or larger size, just email us with the style your interested in. Although size 16 is not apart of our standard size range, we have many styles already available in size 16 which have been previously requested by clients.

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 $250 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 on all orders over $250 AUD. Generally arrives 10-12 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 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. 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.

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

Repairs also include the replacement of zippers & buttons.

This service is charged 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.


Kalaurie Muse

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