Question 1

When will my order arrive?

Accepted Answer

Each piece shows its own arrival window at checkout. Ready-to-ship pieces usually arrive in 3–7 business days. Made-to-order pieces depend on the maker’s lead time, shown on every listing.

Question 2

Why did my order arrive in several parcels?

Accepted Answer

Every maker ships from their own studio, so an order with pieces from more than one maker arrives in more than one parcel. Each has its own tracking, and your order page follows them all in one place.

Question 3

Do you ship outside Australia?

Accepted Answer

Not yet. Makers ship Australia-wide, to any address in Australia.

Question 4

What does made to order mean?

Accepted Answer

The maker cuts and sews the piece in your size after you order it. Each listing shows how long that takes, usually 1–3 weeks, and you’ll get an update at every step.

Question 5

How do I find my size?

Accepted Answer

Use our size guide, then check the maker’s own notes on each piece. Save your measurements in your account once and we’ll send them to the maker whenever you order made to order.

Question 6

Can I change my size after ordering?

Accepted Answer

Message the maker straight away from your order. For made-to-order pieces this is usually possible before cutting starts.

Question 7

Can a maker change a piece for me?

Accepted Answer

Often, yes. Many makers will lengthen a hem, change a strap or make a piece in another fabric. Ask them before you order, or send a custom request.

Question 8

Can I return something I changed my mind about?

Accepted Answer

Yes, for ready-to-ship pieces: return it unworn, with tags, within 14 days of delivery for a refund (return postage is on you). Made-to-order and one-of-one pieces are made or chosen just for you, so they can’t be returned for a change of mind. Many makers are happy to help with small alterations, so message them.

Question 9

How do I return a ready-to-ship piece?

Accepted Answer

Go to your order and choose ‘Return this piece’. Send it back to the maker with tracking, and we refund you as soon as they receive it.

Question 10

Something’s wrong with my piece. What do I do?

Accepted Answer

Choose ‘Report a problem’ on the piece in your order within 7 days of delivery, with a photo. The maker replies within 2 business days with a repair, replacement or refund, and if you can’t agree, One Off steps in. Faulty or not as described is always covered, whatever kind of piece it is.

Question 11

How can I pay?

Accepted Answer

Card, Apple Pay, Google Pay or Afterpay (4 interest-free payments). Everything is paid once at checkout, even when your order comes from several makers.

Question 12

When is the maker paid?

Accepted Answer

Your payment is held by One Off until your piece arrives. The maker is paid 3 days after delivery, so if something’s wrong there’s time to sort it out.

Question 13

Is my payment secure?

Accepted Answer

Payments are handled by Stripe, and we never see or store your card details. Makers will never ask you to pay them directly: if anyone does, tell us.

Question 14

Who can sell on One Off?

Accepted Answer

Emerging Australian designers who make their own clothes, themselves or with a small local team. We review every application by hand. No resellers or dropshipping.

Question 15

What does it cost to sell?

Accepted Answer

Nothing to list. One Off takes 15% of each piece’s price when it sells, never on shipping. Founding makers pay 0% for their first 3 months.

Question 16

When do I get paid?

Accepted Answer

Each order is released 3 days after delivery, and Stripe pays your balance to your bank every Thursday.

How can we help?

Orders & delivery

Orders & delivery

When will my order arrive?+

Why did my order arrive in several parcels?+

Do you ship outside Australia?+