Free Shipping on all orders over $100

FAQ's


What is pre-order?

We get it - you guys can’t get enough of Defiant Clothing, literally! Sometimes when our clothing start selling like hotcakes, unfortunately we can completely sell out before our next round of stock reaches our fulfilment center. If this happens, we will put those items up for pre-order before they’ve arrived. We know what date our stock is due to arrive, so this is the date in brackets next to the product name. All orders will then be shipped out to our customers on that specified date. This allows our customers to reserve their favorite style and get their hands on their favorite Defiant Clothing items.

How does shipping and delivery work?

You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your Defiant Clothing is on its way - now what?

Once an order is placed, our team will carefully collect your items from the clouds and package it with hugs and love, so please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.

You can expect your parcel within 2-8 business days. When we ship the order you will receive a confirmation email with a tracking number. Please don't stress if there are no scan events within the first 24 hours - the system can take a day or so to catch up.

If the item has a specified "sent" date beside it in brackets this means the item is a pre-sale purchase and you will receive that item in 2 - 8 business days from this "sent" date.

If your order does not arrive within 8 business days, please contact us so that we can follow it up with the courier. We guarantee your parcel's delivery by requiring a signature on arrival. If you accept "leave in a safe place" directly with our courier we will no longer take responsibility for the package.

*Please note: that if you purchase a pre-sale item and an in-stock item in the same order, both items will be sent out at the same time once all stock is available at our warehouse for dispatch.

**Coronavirus impact: Please note couriers are experiencing significant international delivery delays due to limited flights, social distancing requirements and increased parcel volumes.

How do I track my order?

Yay, time to celebrate – it’s on its way! After we pass your order to the courier, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to their website so you can follow the live tracking updates!

Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.

What is insured shipping?

Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue (such as being lost or missing from delivery), we can lodge an enquiry to follow up on your package and find out what’s happened. If you purchase insured shipping, after our investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straight away. If you choose not to purchase insured shipping, we are unable to guarantee a replacement for your stolen item.

Help, I think my order is lost/hasn’t been delivered?

Think your order might be lost in transit? Although we are quoted 2-8 business days for delivery from our couriers, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date.

If your item still hasn’t been delivered within 8 days, please contact us and we can launch an investigation.

*Please note: Once we pass your order to our courier, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by our courier. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.

Can I change my shipping address?

Oops, Defiant Clothing not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.

*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

Do you ship internationally?

Whilst we started in North America, our clothing is loved and shipped all over the globe!

 

Product Questions

  • Size Guides

Care Instructions

Been living, sleeping, and eating in your Defiant Clothing for 3 weeks non stop and only taking it off to go in the shower (hopefully!)? You can find all care instructions on the inner tag of your clothing, however standard care options for our apparel are as follows:

 Hand or machine wash in cold water

- If machine washing, ensure a gentle cycle is selected

- Use only mild detergents (approved for wool/ silk)

- Avoid mixing with other colors

- Do not tumble dry

- Do not iron

- Do not dry clean

However if you really want to best preserve the cuddliness and softness of your clothing for as long as possible, we recommend hand washing it in cold water.

Will you restock an item?

Missed out on your favorite pattern, and now the world just seems that little bit colder? Don’t worry, we continuously restock all patterns, so keep an eye out on the website for when they will be available again.

Is it overpriced?

Oh dear, you can definitely tell the ones who haven’t experienced Defiant Clothing themselves yet! We can promise you, Defiant Clothing is worth every penny. Gone are the days of shivering in your pajamas with holes in them that you can’t quite justify throwing away - we ensure to source only the best possible materials for our clothing so that they are designed to last! Once you put that hoodie on you, you’ll know exactly what we’re talking about.

Can I send an order as a gift?

Have a special someone who you think needs defiance in their life (or just trying to earn some major brownie points)? Defiant Clothing is the perfect gift! You can ship directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. All orders don’t include any value invoices inside the bag as any receipts are sent directly to your own email address. It’s that easy!

*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry! We think sending Defiant Clothing is a message of love enough though.

Are you stocked in any stores anywhere?

Nop>e, it’s just us! Our merchandise is only available on our online stores.

I can’t add a product to my cart?

Nobody panic! If you can’t add an item to cart, it may unfortunately be a sold out item. Try your equal-first or second-favorite pattern, otherwise we update our website regularly so that pattern you have your heart set on should be available again and on our website when they will be available again.

Returns and Exchanges

              • Do you have a returns policy?

Take a minute to have a read of our return policy. We offer free returns for 15 days from date of delivery/receiving of order for any defective items.

However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:

 

  1. Item(s) have to be initiated for return and placed in the post within 15 days of the delivery/receiving of order.
  2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
  3. Item(s) must be in the original packaging, which must be in original condition.

 

This includes attached swing tag, bow branded dust bags, shoe boxes and jewelry packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

How long do I have to return my item?

We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 15 day return period for you to make that tough decision! Please refer to our returns policy for more information.

Can I return my order for a refund?

Sadly, we know that sometimes the Defiant Clothing is just not quite the right fit for some people. You can certainly return your merchandise to us for a full refund, provided it is returned within 15 days.

*Please note: all items must be returned in as new condition to be eligible for a return.

**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

        • Do I have to pay for returns?

We’ve got you covered here too. All returns (for both refunds and exchanges) within the USA will be covered with a free return shipping label that we are happy to organize for you, which means no expenses at the post office! Just contact our friendly team and they will be able to help you along the way.

How long does it take for my return/exchange to be processed?

We are working hard behind the scenes to get clothing in and out of our fulfilment centers. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.

How long does it take for my refund to be processed?

We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.

Payment

            • How secure is your payment?

All jokes and puns aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

            • What payment types do you offer?

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer PayPal too!

            • How do I use a discount code?

Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for.

            • I forgot to use my discount code!

Made your purchase, and as the payment was loading you realized with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely team and they will be happy to help correct this for you.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for.

            • What currency is the store in?

All pricing for our store is listed in American Dollars (USD). 

Contact Us

I have an issue with my order, what can I do?

Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

I need to cancel or change my order!

These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

How do I contact you?

Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email contact is info@bydesignstudiosco.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from Melbourne to Malta, so we can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!

*Please note: Whilst we understand that some issues are frustrating, we value our Defiant Clothing family - any profanities or abuse will not be tolerated, so please treat our team with respect.

How do I provide feedback?

We always strive to be the best so we love hearing your thoughts. We also love hearing your beautiful Defiant stories, as it warms our hearts to see our clothing being so well loved out in the big wide world. Should you have any feedback for us, please feel free to email us..

Our customer service team works Monday to Friday. Our customer service team works Monday to Friday. Our team are currently experiencing a very high volume of emails, your patience is appreciated.