Frequently Asked Questions

 BROWSE  

How do I find out about upcoming releases and restock?

New product and restock information will always be posted on the Cachia official Instagram account @cachia__

If it's not there, it hasn't happened yet. We PROMISE we won't let any of you miss out on important info!

Can I order something on pre-sale?

Unfortunately no, we do not presell items. We tried this in our first year and it was an utter clusterfuck of trouble, which we do NOT want for you guys.   

 

Are CACHIA products sold anywhere else?   

Cachia products are exclusively sold online at cachia.shop.  Occasionally, CACHIA may hold a pop-up store at an event where Sophie is required to speak. All info would be posted on both the CACHIA & Sophie Cachia accounts weeks in advanced so you're informed. We got you.   

The item I want is out of stock, what now?

  We are constantly trying to have a stock level that will keep up with demand, but some popular items may - and do - sell out fast. (FYI: 12 minutes was our fastest sell out and boy are we proud of it!)  Our focus is to keep up with the latest trends and to also keep you surprised, so we generally do not restock items once they have sold out. If an item is going to come back into stock we will let you know on Instagram we PROMISE! 

What size am I?

  We base our sizing off Australian Standards and there is a size guide below. However, each product has individual sizing and this can be found on the product page of that item.  If you have specific size related questions get in touch here.
    
Size Bust (cm) Waist (cm) Hips (cm)
8 XS 84 67 92
10 S 88 71 96
12 M 93 76 101
14 L 98 81 106
16 L 103 86 111
18 XL 109 92 117
  

BUY

Can I reserve items by adding them to my cart?

  Soz, items cannot be reserved by holding them in your cart. Product availability can be limited and therefore may sell out before your purchase is complete. Order transactions are completed in the order they are received.   

I had an item in my cart, and it was removed as I was checking out. What happened?

  Have you ever gone to buy concert tickets and when you click ‘Pay Now’ the website takes you back to the beginning with no explanation? Annoying, we know! Unfortunately, when certain products are in such high demand, the system will operate this way to avoid overselling an item. It's a total pain in the ass, we know, but one that is out of our control. Order transactions are completed in the order they are received.   

I didn’t receive my order confirmation email - what do I do?

  Order confirmation emails may be delayed because of high order volume, or sometimes there may be a spelling mistake in your email address. Please contact our customer service team here if you have not received your confirmation email and we will follow it up for you immediately. 
 

DELIVERY

How do I change my delivery address after my order has been placed?

  We process and pack your order as fast as possible. Your delivery address can only be changed by us as long as your order has not been packed. We ask you to please take care when entering your postal details, and if you've recently moved, please make sure our system has your updated details.  

When will my order be shipped?

  We aim to pack all orders within one business day of them being place. #service However - during sale periods and popular product launches - things may take a little longer. If you want to know about the status of your order (and it has been longer than 3 business days) please get in touch here.   

How long does Shipping usually take? 

  All orders are despatched from Melbourne Metro to get an idea of how long your delivery will take please use the Australia Post delivery calculator here

What if I want to cancel my order?

  We process and pack your order as fast as possible. You can cancel your order as long as it has not been packed. To cancel your order contact us here.  

How do I change my order?

  Unfortunately we cannot change your order once it has been placed. We may be able to cancel your order (if it has not been packed) and then you are able to place a new one.   

How do I check in on my order?

  You will receive a notification from Shippit once we have packed your order. Shippit will also send you multiple shipping updates to your email or mobile phone throughout the delivery process. If you think delivery is taking longer than it should and your order was sent via Couriers Please, get in touch with Shippit as they will be able to help you immediately. If your order was sent with Australia Post get in touch with them first quoting your tracking number.

I have received the wrong item/order?

  Oh dear - not what anyone wants! As much as we try, human error can occur. If you have received the wrong order, please get in touch with us as soon as possible and let us know so we can rectify the issue. If you could please include your order number and the items you did/didn’t receive, we will send you the correct item and instruct you on how to return the incorrect item to us (at our cost). 

RETURNS

What is your returns policy?

We have 3 conditions for returns.
1. Item(s) must be returned within 30 days of purchase; 30 starts from the date of purchase to when it is received at our warehouse
2. Item(s) must be unworn (obviously you can try it on) & unwashed and the most important part the original tags must still attached!
3. Item(s) must be in the original packaging which must be in original condition. This includes branded dust bags. (Don't worry you don’t need the clear plastic packaging).
If your item matches all of these conditions, you can lodge a return with us here. Please note there are no exchanges or returns on sale items. CACHIA reserve the right to deny refunds if the merchandise does not meet our returns policy requirements once assessed. Please try and fold your item when returning it to us, this helps us ENORMOUSLY and we will be very grateful. Scrunched up items will be charged a $5 pressing fee.
 

Who pays for return shipping?

  All exchange shipping is done at the customer’s own expense and we recommend you use a prepaid and traceable method to ensure safe and documented delivery. CACHIA takes no responsibility for missing incoming deliveries without proof of delivery. The original shipping charges are not refundable.  

When will I receive my refund?

  Returns sent back via standard post will take 3-7 business days to reach our warehouse. Once received, your request will be processed within 1-3 business days. You will receive notification once your return has been processed by us. If it has been longer than 3 business days please get in touch with your tracking number.   Refunds will be returned via the same method as the customer’s original payment (PayPal/Visa/MasterCard/Afterpay). Depending on your card issuer this can take up to 10 business days for funds to show in your account.  

MORE 

How do I care for my CACHIA garment?

  Each garment has an individual care instruction. You will always find the care label on the inside left seam. #pleasereadthem Our clothes are often happiest when washed on a gentle cold cycle with similar colours and hung on the line to dry.   

What do I do if there is a fault with my garment?

  We do have 3 conditions for Faulty items:
1. CACHIA must be notified within 3 months of purchase
2. You will need to include a photograph of the item with a description of the fault
3. You must include “proof of purchase”, being either the email confirmation
or invoice from CACHIA or bank statement
If you are unable to photograph the fault we will require you to send it back to us, if deemed faulty we will refund you for both the item and return postage. All goods are quality checked prior to dispatch, however sometimes production faults are accidentally missed. If you think you have a faulty item please get in touch with our customer care team here  

I know a great Charity will you donate?

  As much as we would love to donate to all the great causes out there, Soph & the CACHIA team do get a lot of requests. We are constantly working with independent charities and help out as much where possible.  

Still have more questions? 

Now that's impressive!! Get in touch with our customer care team here and they will get back to you as soon as possible.