Frequently Asked Questions

• Where is my order and how do I track it?

  Your tracking number lands in your inbox the moment your order ships, and you can follow it any time on our tracking page. Tracking can take a day or two to start moving, and it sometimes shows the handover between our fulfilment partners before your local carrier picks it up, which is completely normal. If it looks stuck, please contact the carrier directly, as they have the most up to date information about your parcel's location. If you are still stuck after that, email us at info@youtopianhome.com.au and we will chase it for you.

• Why is my order arriving in more than one parcel?

  We are currently transitioning between two warehouse locations, so if one location does not have every piece in your order, the rest may be shipped separately. If your order is shipped seperately you will recieve multiple tracking numbers. Pre-orders may also result in items being shipped seperately. also travel on their own once the new batch lands.

• My tracking says there is an issue with the address.

  Please contact the carrier directly first, as they have the most up to date information about your parcel and can usually sort an address issue on the spot. If they cannot resolve it, email us at info@youtopianhome.com.au with your order number and we will take it from there.

• Can I change my delivery address after ordering?

  Yes, as long as it has not shipped. Email us at info@youtopianhome.com.au with your order number and the correct address and we will update it on the order. If it is already with the carrier, you will need to contact them directly, as they may be able redirect a parcel that is still in transit.

• How long will my order take to arrive?

  We dispatch next business day. Once it is on the way, these are the typical delivery windows: Australia 2 to 7 days, New Zealand 5 to 10 days, USA 5 to 10 days, UK 5 to 10 days, and the EU 7 to 15 days. Busy sale periods can add a little on top. Full detail is on our shipping page.

• Do you ship internationally? What about duties and taxes?

  We ship worldwide. USA orders are delivered duties paid (DDP) with tariffs included, and GST is included for Australia and New Zealand. For the UK and EU, any duties or customs fees are set by your local customs authority and are payable by you. Our Shipping Policy has the full detail.

• Can I cancel or change my order?

  Yes! If it has not shipped please email us with you order number and we will sort it for you. Orders cancelled before dispatch are refunded straight away, and the money usually lands back in your account within 1 to 3 business days. If it has already shipped, our Returns Policy covers you for a change of mind.

• My order has a pre-order item. When will it ship?

  Pre-order pieces go out as soon as the next batch lands with us. We will keep you updated with dispatch estimates and will supply a tracking number the moment the order is dispatched. The expected dispatch window is on the product page. Most of the time orders with pre-order items will be held and shipped together. If you would like us to split your order and ship seperately, please contact us and we will organise this.

• Part of my order is missing.

  Before you contact us, please check our tracking page with your order details to see if your order has a second tracking number. We are currently transitioning between two locations and items in your order may be shipped separately if one location does not have everything. If something is still missing after that, email us at info@youtopianhome.com.au with your order number and we'll resolve the issue.

• My parcel looks lost in transit.

  If your tracking number has not updated in over 8 days. Please contact the carrier directly first, as they have the most up to date information about your parcel's location and can usually tell you exactly what is happening. If they cannot help, email us at info@youtopianhome.com.au with your order number and we will open an enquiry and chase it from our end.

• You sent me the wrong item or the wrong size.

  If by chance the wrong item or size is sent, email us at info@youtopianhome.com.au with your order number and a photo of what arrived and we will resolve the issue. 

• What is your returns policy?

  Full-priced pieces can be returned or exchanged within 30 days of arriving, as long as they are unused and in their original condition and packaging. Sale and promotional purchases are final, so we cannot accept change of mind returns on those. If something arrives faulty, damaged or not as described, get in touch within 30 days and we will make it right. You can read the full Returns Policy for the detail.

• How do I return or exchange something?

  Email us at info@youtopianhome.com.au with your order number and what you would like to return or swap, and we will send you the return address and instructions. Return shipping for change of mind is at customers expense. Once it reaches us we process the return, and refunds usually arrive within 1 to 3 business days.

• How do I clean the chrome on my lamp?

  A soft dry microfibre cloth handles fingerprints and everyday marks. For anything more stubborn, use a barely damp cloth and buff it dry straight away. Do not use abrasive cleaners and scourers, as they can scratch the finish.

• How do I care for my throws, mats and towels?

  Cold gentle wash, no bleach, and no fabric softener, which coats the fibres and makes them shed. Never tumble dry bath mats. Our Materials & Care page has the full guide for each piece.

• What are your products made of?

  Our throws are woven from recycled cotton, and each product page lists the exact composition for that piece. Full material detail is on our Materials & Care page.

• Where are your products made?

  Our pieces are designed in Melbourne and made with long-standing partner factories throughout China. We work closely with our factories and visit them regularly. You can read the full detail and see inside our factories on our Production & Transparency page.

• Are your materials sustainable?

  We use natural, recycled and recyclable materials wherever we can. Our throws are woven from recycled cotton and our packaging is plastic free. There is more on our Materials & Care page.

• Do you work with artists?

  We work with Artists on a regular basis through our artist series,  Behind The Design. Each year we work with and commission original works from Australian artists and turn it into limited woven pieces. You can meet them all on our Behind The Design page.

• Do you wholesale or supply other stores?

  We are open to the right stockists. Email us at info@youtopianhome.com.au with a little about your store and we will take it from there.

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