FAQs

HOW LONG HAVE YOU BEEN RUNNING AS A BUSINESS?
We launched in March 2011, so over 11 years now! Want to read more about our history? Click here: Our Story

WHY DON’T YOU SEPARATE YOUR CLOTHING BY GENDER?
Lonely Kids Club creates gender neutral clothing and is an avid supporter of gender, sexual and age diversity & equality. We make clothes for anyone to wear of any age or gender identity. The site and store are a safe space and we believe people should wear the clothes that they want to. ALL items on the site are unisex, and Lonely Kids Club proudly supports the idea that we as people should just dress in what makes us feel good without judgement.

WHERE ARE ITEMS SHIPPED FROM?
We are located in Sydney, Australia. All of our orders are printed, packed and shipped in our printing studio here. You can also pick up orders or just drop in for a visit by appointment to see the space.

WHAT IS THE DIFFERENCE BETWEEN STAPLE AND MAPLE?
We are gender neutral, so we don't separate clothes by gender. However, we want to accommodate all body shapes, so we have different fits. Two of these are Staple (traditionally more 'masculine' fit) and Maple (traditionally more 'feminine' fit). You can see more details on all of our tee fits here: What's My Fit?
You can see details on all available fits in every product type here: Detailed Sizing & Fit Information

HOW DO I KNOW WHAT SIZE TO BUY?
There are specific size guides on each product page which also include instructions on how to measure for the right size. Simply click on the "SIZE GUIDE" button on a product page, and you can click the "FIT GUIDE" icon for an explanation of the different styles available.
You can find more detailed information about measuring your size here: How To Measure Your Size
You can see detailed size guides & photos of different body types wearing all available styles here: Detailed Sizing & Fit Information

WHAT UNIT OF MEASUREMENT IS USED IN YOUR SIZE GUIDES?
All size guides are measured in centimetres. 

I CAN'T FIND MY SIZE, WHAT SHOULD I DO?
Please contact us via the chat or email us at mail@lonelykidsclub.com and we'll help you out.

HOW DO I CARE FOR MY CLOTHES?
All of our printed products are Direct To Garment printed by ourselves using the latest Digital Printing technology. To help the print last forever, please cold wash all garments inside out and avoid tumble drying, which can damage the print quality.

WHY ARE THERE LITTLE MARKS ON MY CLOTHES?
Our printing process uses a 'pre-treatment fluid' which helps the ink to bind with the fibres of the garment. Sometimes there is a little residue leftover, which might look like a small white or wet mark on the clothing. This will wash out straight away. If you find a mark that doesn't wash out, please email us at mail@lonelykidsclub.com so we can rectify the situation asap.

WHAT ARE YOUR CLOTHES MADE OF?
Our tees are 100% ethically sourced cotton (apart from marles which are 80% cotton and 20% polyester). Most other products are completely or mostly cotton as well. You can find the specific breakdown of composition under the "product details" tab on the product page.

WHERE ARE YOUR CLOTHES MADE?
We print all of our clothing in our Sydney printing studio. Before the clothing is printed, it is ethically made in a variety of locations. Our main supplier ethically manufactures in Bangladesh. Caps, hats, beanies, and patches are embroidered in Sydney. We also have a seamstress here in Sydney who makes a lot of our custom and limited release products.

HOW CAN I PAY FOR MY ORDER?
Globally we accept Mastercard, Visa & American Express via Credit Card, and Paypal Express. We do not charge fees for either of these services. Australians additionally have access to Pay Later services Afterpay and Laybuy. We are currently working on offering more global solutions for Pay Later solutions.   

HOW CAN I PURCHASE A GIFT CARD?
You can purchase a gift card here.

WHAT CURRENCIES CAN I USE TO PLACE AN ORDER?
All products are displayed in Australian Dollars, but you can also view and place orders in New Zealand Dollars, US dollars, Euros, British Pounds, or Canadian Dollars. 

CAN YOU HELP ME WITH MY PROMO CODE?
If your promo code isn’t working, check the spelling and whether it was part of a limited promotion. If you’re still not sure you can use the chat feature on our website or email us at mail@lonelykidsclub.com.

MY PAYMENT WAS DECLINED, WHAT SHOULD I DO?
We recommend contacting your payment provider depending on what youre using. For example your bank provider if using a Credit Card, or Paypal if using a Paypal account. We don't personally have access to provide more help with your payment accounts, but you can also try using a different payment method if one isn't working for you.  

I’VE RECEIVED A FAULTY ITEM, WHAT SHOULD I DO?
Email us at mail@lonelykidsclub.com. We'll work out a replacement product or a refund asap!

I’VE RECEIVED AN INCORRECT ITEM IN MY ORDER, WHAT SHOULD I DO?
Email us at mail@lonelykidsclub.com. We'll get your correct item sent to you asap!

I’M MISSING AN ITEM FROM MY ORDER, WHAT SHOULD I DO?
Please email us at mail@lonelykidsclub.com and we’ll sort it out ASAP.

CAN I CANCEL MY ORDER AFTER I’VE PLACED IT?
Please email us at mail@lonelykidsclub.com ASAP so we can confirm cancellation before your order has begun processing.

CAN I AMEND MY ORDER AFTER I’VE PLACED IT?
If you'd like to change your order please email us at mail@lonelykidsclub.com ASAP so we can amend your order before we begin processing it.

If you need your order urgently within a short timeframe, please email us at mail@lonelykidsclub.com. We can work with you to expedite your order under special circumstances.

If the products you have ordered are ready to go in our warehouse they will be shipped within seven business days. For products we need to customise, the shipping departure timing is closer to two weeks. If we foresee a longer wait than this we will email you as quickly as possible. If you would like more specific timing you can always email us at mail@lonelykidsclub.com.

Please note we send your entire order at once, so items that are ready to go will not be shipped until all items are ready. 

Domestic orders with standard shipping generally take 2 – 10 business days post production and are shipped via AusPost. Domestic orders with express shipping generally take 1 – 3 business days post production and are shipped via AusPost. Please note that orders going to the Northern Territory, Tasmania, and Western Australia may take longer to be delivered, and weather issues can also delay packages.

International orders with standard shipping are shipped via Australia Post International and usually takes between 15 - 30 business days post production. International Express shipping usually takes between 5 – 12 business days post production. Please note that we do not cover any import taxes or duties that may be associated with your international shipping.

CAN I TRACK MY ORDER?
Yes, when we pass your order on to our shipping partners a tracking link will be emailed to you. For more details, click here: Shipping

HELP! MY TRACKING HASN’T BEEN UPDATED/ORDER HASN’T ARRIVED YET!
AUSTRALIA: If your tracking number hasn’t updated or the order hasn’t been delivered within the specified times given please contact AusPost on 13 7678 as they will be able to help more than we can. If they can’t help then please contact us at mail@lonelykidsclub.com with your order number and what AusPost has said and we will raise an inquiry on our end.
INTERNATIONAL: If your tracking number hasn’t been updated after the dispatch email don’t fret as this is common and can take 24-72 hours to update. If the tracking shows the item is still with Australia Post, they're worth contacting. If it has passed on to a new local carrier or courier, please contact them directly. If they can’t help, then please contact us at mail@lonelykidsclub.com with your order number and what Australia Post has said and we will raise an inquiry on our end.

AUSTRALIAN SHIPPING CARRIERS AND PRICING:
Australian orders are shipped via AusPost using standard or express shipping. Orders over $85 receive free standard shipping. Orders below $85 have a flat rate of $8.50 for standard shipping. Orders over $200 receive free express shipping. Orders below $200 have a flat rate of $15 for express shipping. Both options supply tracking updates.

INTERNATIONAL SHIPPING CARRIERS AND PRICING:
New Zealand orders are shipped using Australia Post International Standard or Express shipping with full tracking. Orders over $200AUD receive free standard shipping. Orders below $200AUD have a flat rate of $15AUD for standard international shipping. Express international shipping has a flat rate of $30AUD for New Zealand orders.
International orders (outside Australia & New Zealand) are shipped using Australia Post International Standard or Express with full tracking. Orders over $250AUD receive free standard shipping. Orders below $250AUD have a flat rate of $25AUD for standard international shipping. Express international shipping has a flat rate of $40AUD.

CAN I PICK UP MY ORDER?
Yes, you can! We actually recommend it when you need your order within a short timeframe as it prevents any delays caused by courier issues. Simply select "Pick up from Sydney Studio" at checkout. Please make sure to provide a phone number in case we are unable to contact you via email!
Our studio is located in Sydney, Australia. We are generally open for customers to collect pick up orders on weekdays, but we will let you know when your order is ready to be collected and we can work out a good time then. 

WHAT IS YOUR RETURNS POLICY?
To make things as easy as possible, you can return anything back in the condition it was received within 100 days for a full refund, store credit, or exchange. Some products marked down for final clearance cannot be exchanged unless faulty (this is noted in both the product description and product details for the relevant products). All free gifts are ineligible for return. For more details, click here: Returns Policy

HOW DO I RETURN SOMETHING?
Please print out and fill out our returns form here. Once this is done, enclose it with the product(s) you are returning. If you do not have a printer, you can write the details on a piece of paper instead.

Post it back to us at:
Lonely Kids Club
Gamaragal Land
18-20 Hotham Parade
Suite 4
Artarmon NSW 2064

We will either refund your item, or post you a new product for free, depending on your preference. For more details, click here: Returns Policy

HAVE YOU RECEIVED MY RETURNED ITEM?
We recommend making note of the tracking details when you return a product(s) to us so you can keep track of its path back to us. Once we receive your return we will action your refund, exchange, or store credit immediately. If you want to check the status of your return you can email us at mail@lonelykidsclub.com.

CAN I RETURN ITEMS I’VE BOUGHT WITH A GIFT VOUCHER?
Yes you can, simply post it back to us following the instructions above and we will gladly exchange the item or provide you with a store credit.

I’M HAVING TROUBLE SIGNING INTO MY ACCOUNT/FORGOTTEN MY PASSWORD, WHAT SHOULD I DO?
You can manually reset your password by clicking the Forgot Password? link under the Sign In Button, and then enter your email address to get a link sent to reset your email. Should that still fail, you can send us an email and we can manually reset your password for you. 

I’M HAVING TROUBLE ACCESSING YOUR WEBSITE, WHAT SHOULD I DO?
If you're not able to access the website, chances are this FAQ won't be much help, but we would recommend trying a different device, different web browser or making sure your software is updated, as it could be a bug related specifically to your access point. Should this be the case, please email to let us know so we can fix that bug for you.

HOW CAN I MAKE CHANGES TO MY ACCOUNT?
For safety reasons, we do not keep any of your payment information or personal details in your account aside from your shipping address for easier checkout. To change your shipping address, click "View Addresses" and then you can edit or delete your current address. If you need to change your phone number or email address, please contact us and we will change this on your behalf.

I’D LIKE TO CLOSE MY ACCOUNT, WHAT SHOULD I DO?
To close your account, please email us at mail@lonelykidsclub.com directly and we will delete your account from our website for you. 

HOW DO I UNSUBSCRIBE FROM EMAIL MARKETING?
There is a link to unsubscribe quickly at the bottom of every marketing email we send. If it doesn't appear, try checking if the message has been clipped by your email provider, in which case a message will appear saying "click to view full message". The unsubscribe link will be visible then. If you are having any trouble with this, feel free to email us and we will manually remove your email from our database for you.

Of course! We love working with new artists all the time! Please email your portfolio to us at mail@lonelykidsclub.com and we will get back to you as soon as we can. We keep all portfolios on file for future reference.

Yes, as we print all our own clothing we also offer custom printing services through Lonely Kids Club as well as our sister company Louie's T-shirt Printing Co. Please send an email to info@lonelykidsclub.com with any inquiries. 

We are always available to answer any more questions you might have via either the chat function on our website or by emailing us at mail@lonelykidsclub.com.