FAQs

FAQs

 

PERSONALISED JACKET ORDERS

  1. How do I know what my jacket will look like?

We leave part of the creative process up to you! This allows you and your child to have some fun making a unique jacket just for them!

Your design process will look a little like this:
Start on the JACKET page, select your size by following our size guide
Move to the LETTERS page and select the number of letters for your
(please note maximum letters apply)
Then finish on our DECORATE page where you can add as many or as little personalised options as you like.

Once you have added each of the above to your cart you will begin the checkout process where we ask you to include in the notes your name/word for the jacket.

  1. Personalisation.

NAMES AND WORDS: Please include your child’s name or selected word/s in the notes section at checkout.

Please be aware in some instances due to the size of the jacket and letters we may not be able to accommodate longer names, if we are unable to accommodate your name we suggest using your child’s abbreviated name, initials or a word (i.e LOVE, PEACE, HAPPY)

Should you decide to use a word instead of a name or initials keep in mind that we will not accept profanity, racism or inappropriate words.

 

Maximum Letter allowance

1-2

6

2-3

7

3-4

7

4-5

7

5-6

8

 

PATCHES: We will place your selected patches in the most appropriate spot for them – sometimes we need to size, seams and jacket wear will need to be considered. If you have a specific spot you’d like a patch, please leave a notes during checkout and we will do out best.

  1. I made a mistake!

Don’t stress, it happens! While we can’t guarantee a change (once production has commenced for example) we will do our best. Please email us florenceandfoxx@gmail.com.

We ask that you double check the spelling before submitting your order.

All names will be assessed before production and we may contact you should we suspect incorrect spelling.

SHIPPING

  1. How is my order shipped? 

You will select your preferred shipping method during checkout.
We use a combination of untracked, tracked or express all with Australia Post.

SCRUNCHIES & BOWS: Can all be shipped using a the untracked (weight and size dependant), tracked or express post with Australia Post

PERSONALISED JACKETS: Can only be shipped using tracked or express post with Australia Post.

  1. Untracked Shipping

Should you select and opt for the 'Untracked Shipping' method, Florence & Foxx relinquish all responsibility of orders once they are dispatched from our care. 

At times, Untracked Shipping can take in excess of 14 business days - during this time we are unable to track your parcel to establish its current location or estimated time of arrival. 

Should your order go missing during the shipping process we are under no obligation to resend your items.

We will endeavour to locate your item as best we can with the options available through Australia Post, and in turn work with you to come to a suitable outcome that is of benefit to both parties.

Please note items shipped with untracked shipping are subject to size and weight restrictions.

  1. How long will my order take? 

As each item is lovingly handmade our product turn around may be up to 10 business days.

Once dispatched expected delivery is between 2 - 14 business days depending on location and selected shipping method.

Please note: during peak periods (sales, public holidays, Christmas) shipping may take longer than expected, please remember this when placing your order.

  1. Do you ship internationally? 

We sure do! International shipping can take up to 1 month to receive depending on your location and customs requirements.

  1. Can I pick up my items?

Sure can! We offer local pick up from Mornington 3931, please use code PICKUP and we will contact you once your items are ready for collection.

 

 

CARE

  1. How do I care for my product?

SCRUNCHIES & BOWS: Our gorgeous products are lovingly handmade and we recommend cold hand wash with gentle detergent. 

Please avoid direct sunlight as colour can fade when exposed for long periods of time.

PERSONALISED JACKETS: Our denim jackets a designed to fade over time. Please take care as colour can transfer against light colours.

Machine wash with like colours below 40 in a garment bag or cold hand wash
Immediate line dry
Warm iron on reverse side.
Please take care with motif detail

  1. Patch Care.

While the upmost care is taken to ensure longevity of the patches over time the bond between the patch and denim can weaken causing the corners of the patch to lift.

To reduce this, we suggest ironing your jacket inside out with a warm iron regularly.

Should you patch lift you can use a small piece of hemming web or fabric glue to stick the patch back down.

 

PRODUCT SIZE & USAGE

  1. Is it one size fits all? 

MINI: Our mini scrunchies are designed for the younger Florence & Foxx babe however will certainly suit anyone with fine hair, or can be used for a half up/down look.

SCRUNCHIES: We are all equal so our scrunchies are designed to fit anyone, we do suggest if you like a tighter hairdo to secure your hair with a hair tie first.

  1. Will my product stretch?

SCRUNCHIES: Like any hair tie or elastic your scrunchie will "wear in".

PERSONALISED JACKETS: The denim in the jacket will settle with wear however won’t stretch.

  1. Which jacket size is best?

Our personalised jackets are designed to be oversized and slouchy, with the arms rolled once or twice.

Each measurement below is an approximate.

 

WAIST (CM)
MEASUREMENT OF BACK WASITBAND

SHOULDER (CM)
MEASURED FROM SHOULDER SEAMS

LENGTH (CM)
MEASURED FROM SHOULDER TO WAISTBAND

1-2

32cm

27cm

31cm

2-3

34cm

28cm

34cm

3-4

37cm

30cm

37cm

4-5

39cm

33cm

38cm

5-6

43cm

35cm

41cm

 

EXCHANGE, REFUND & RETURNS

  1. I want to cancel my order.

Once and order has been submitted and payment has been made we are unable to cancel your order.

  1. I changed my mind on my product? 

We do not offer exchange or refund for change of mind. 

  1. My product is damaged? 

In the unlikely event your product arrives damaged we will replace your product, please contact us via email us direct florenceandfoxx@gmail.com with your details and a photo of the damage, so we can take it up with Australia Post.

  1. My product isn't as described?

While we do our best to convey the product exactly as it appears in the image and description sometimes the product can appear slightly different due to your device vibrancy.

RESIN CLIPS: Our resin clips all have a marble texture they will each have their own feature markings, making no two the same!  

PERSONALISED JACKETS: While we ask you to leave a note for any specific patch placement and we do our best to accommodate each request, sometimes due to size and shape we are required alter the location to one better suited.  

  1. My product has come apart, what do I do? 

As our products are lovingly hand made sometimes over time the stitching can weaken, should this happen to you, please contact us via email us at florenceandfoxx@gmail.com.

 

PERSONALISED JACKETS: We offer a six month guarantee on all patches – outside of this time we are not obliged to replace product.