HOW LONG HAVE YOU BEEN RUNNING AS A BUSINESS?
We launched in March 2011, so over 10 years now!
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 YOU LOCATED?
We are located in Sydney, Australia. All of our orders are shipped from our printing studio here.
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.
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 underneath the "ADD TO CART" button.
I CAN'T FIND MY SIZE, WHAT SHOULD I DO?
Please contact us via the chat or our email and we'll work with you for a custom product.
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 contact us 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 firstname.lastname@example.org.
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?
You can return it for a refund, exchange, or store credit using our returns instructions below.
I’VE RECEIVED AN INCORRECT ITEM IN MY ORDER, WHAT SHOULD I DO?
You can return it for a refund, exchange, or store credit using our returns instructions below.
I’M MISSING AN ITEM FROM MY ORDER, WHAT SHOULD I DO?
Please email us at email@example.com and we’ll sort it out ASAP.
CAN I CANCEL MY ORDER AFTER I’VE PLACED IT?
Please email us at firstname.lastname@example.org 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 email@example.com ASAP so we can amend your order before we begin processing it.
If the products you have ordered are ready to go in our warehouse they will be shipped within two business days. For products we need to customise, the shipping departure timing is closer to a week. Our storage space is small, so we often need to custom order blank products from our suppliers before they are printed, giving some items an estimated completion date of around 2 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 firstname.lastname@example.org.
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 and are shipped via AusPost. Express shipping generally takes 1 – 3 business days and are shipped via AusPost. Please note that orders going to Tasmania and Western Australia may take longer to be delivered, and weather issues can also delay packages.
International orders are shipped via DHL Express and usually take between 5 – 12 business days. Please note that dispatch from DHL can take between 1 – 3 business days once you have been emailed the shipping notification. Any weather issues can delay orders.
CAN I TRACK MY ORDER?
Yes, when we pass your order on to our shipping partners a tracking link will be emailed to you.
HELP! MY TRACKING HASN’T BEEN UPDATED/ORDER HASN’T ARRIVED YET!
DOMESTIC: 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 email@example.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 order has not been updated or delivered within the indicated timeframe, please go onto the DHL site and call the number specified for your country. If they can’t help, then please contact us at firstname.lastname@example.org with your order number and what DHL 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 $80 receive free standard shipping in Australia. Orders below $80 have a flat rate of $5 for standard and $15 for express shipping. Both options supply tracking updates.
INTERNATIONAL SHIPPING CARRIERS AND PRICING:
International orders are shipped using DHL International Express with full tracking. International orders over $200AUD receive free DHL Express shipping.
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.
HOW DO I RETURN SOMETHING?
Simply fill out a support card (which you can download here) and enclose it with the product(s) you are returning. Post it back to us at:
Lonely Kids Club
18-20 Hotham Parade
Artarmon NSW 2064
We will either refund your item, or post you a new product for free, depending on your preference.
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 email@example.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 directly and we will delete your account from our website for you.
Of course! We love working with new artists all the time! Please email your portfolio to us at firstname.lastname@example.org 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 email@example.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 firstname.lastname@example.org.