Frequently Asked Questions
DO YOU SHIP WORLDWIDE?
We sure do but price varies country to country. We hope to offer a flat rate and have this more streamlined in the future. For now though, please email firstname.lastname@example.org prior to confirm shipping price before making your order.
CAN I CHANGE/CANCEL MY ORDER?
You can change/cancel your order with us so long as your order has not left our building.
To find out what stage your order is at simply email email@example.com with CHANGE/CANCEL MY ORDER in the subject line. Please include an order reference number in the message to make it easier for us to find your order.
HOW DO I USE MY DISCOUNT/PROMO CODE/GIFT CARD?
Simply enter your unique gift card or promo code during checkout in the ‘gift card or discount code’ box then hit ‘apply’.
Your discount will be automatically deducted from the total.
Please note that discount codes are not permitted for use during sales periods, unless otherwise stated.
HOW DO I DETERMINE MY CLOTHING SIZE?
If you are unsure what size to go with please check our Sizing Guides for exact measurements and to determine the best fit for you.
WHAT IF I MAKE A MISTAKE ON MY ORDER?
You should check your order confirmation email to ensure that all your order details including shipping address are correct. We can make changes prior to your order being shipped from our building.
If you supply us with the incorrect shipping address or fail to collect your order and it is returned back to us as a return to sender you will be required to cover the re-shipment fees associated with your order.
If you have ordered the incorrect size please refer to our Returns & Exchanges page for details.
WHAT PAYMENT METHODS DO YOU ACCEPT?
Visa, MasterCard, American Express or regular bank account payments are all accepted via PayPal.
WHAT IS THE STATUS OF MY ORDER?
Simply email firstname.lastname@example.org with your order reference number and we will have a status update within 24 hours for you.
WHEN WILL MY ORDER BE DELIVERED?
We know you’re excited to get your order and we always do our best to get orders out ASAP but sometimes delays occur that are outside of our control - e.g. peak times, holidays and sales, shipping carrier/customs delays and generally being a small team.
You should also be aware that we cannot track your order if you have not selected a trackable service at checkout.
Please see our shipping information page for more info on timeframes and shipping methods prior to contacting us.
HOW DO I KNOW IF MY ORDER COMES WITH TRACKING?
All domestic orders automatically come with tracking.
IS IT SAFE TO ORDER ONLINE?
As safe as you can get! We are committed to ensuring that all your information is safe and secure.
ARE YOUR PRICES GST INCLUSIVE?
Yep! No need to worry about extra charges.
CAN I COLLABORATE WITH SANCTUARY THREADS?
There is no definite answer here. Simply get in-touch at email@example.com, let us know where you’re about and how you would like to collaborate. If it’s something we’re into, chances are we can make it happen!