Last updated: 7 September 2025
We’re Entropy — An Adelaide‑based cut‑and‑sew clothing label. Below you’ll find quick answers to the most common questions about orders, shipping, returns and our products.
Orders & Payments
How fast do you dispatch?
We process orders the day they’re placed and aim to ship the same business day. During peak periods, dispatch may roll to the next business day.
Can I edit or cancel my order?
If you need to change or cancel an order, email admin@entropyclo.com immediately with your order number. We move fast—once an order is packed or shipped, we can’t make changes.
Can you combine multiple orders?
No—orders are packed and shipped as they’re placed.
Which payment methods do you accept?
We accept major cards and digital wallets via Shopify Payments (e.g., Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay). Availability can vary by region.
What currency do you charge in?
All prices are shown and charged in AUD. GST is included where applicable.
Do you do pre‑orders or made‑to‑order?
No. All items are pre‑made and ready to ship unless a product page clearly states otherwise.
Shipping
Where do you ship?
Worldwide. Standard AU orders ship free. Express services and all non‑AU destinations are paid options shown at checkout.
Which couriers do you use?
Primarily Sendle. Australia Post is used for PO Boxes/Parcel Lockers and where required by location or service level.
Estimated delivery times
Timelines are shown at checkout based on your address and carrier. As a guide:
• Australia: ~2–8 business days (metro faster, regional/remote longer)
• International: typically 7–21 business days depending on destination and service
Do you ship to PO Boxes/Parcel Lockers?
Yes—those orders are sent with Australia Post.
Authority to Leave (ATL) vs Signature
We ship with Authority to Leave by default (no signature). If you prefer signature on delivery, please email us before your order ships so we can advise options. Packages scanned as “delivered” to the address with ATL are considered fulfilled.
Can I change my shipping address or method after checkout?
Address/method changes aren’t guaranteed due to our fast turnaround. Email admin@entropyclo.com ASAP and we’ll do our best if the order hasn’t been packed yet.
Will my order be split into multiple shipments?
We usually ship in one parcel. In rare cases (e.g., different drop timing), we may split a shipment—if so, you’ll receive separate tracking emails.
My parcel is late or lost—what do I do?
If you haven’t received your package within 14 days (AU) or the carrier’s stated estimate for your country, email admin@entropyclo.com with your order number. We’ll open an investigation with the carrier. Replacements or store credit may be issued at our discretion once the investigation concludes.
Local pickup (Adelaide)?
Not currently—shipping only.
Duties, Taxes & Fees (International)
Do you ship DDP (duties/taxes paid)?
Yes—we ship Delivered Duties Paid (DDP) where supported so import duties/taxes are covered by us. If DDP isn’t available for your country, your local customs office may collect duties/taxes on delivery (DDU). Any such cases will be noted at checkout where possible.
Returns & Exchanges
What’s your returns window?
You can initiate a return within 7 days of delivery. Items must be unworn, unwashed, in original condition, with tags/packaging.
What do you offer for returns?
• Store credit for eligible returns.
• Size swaps if your preferred size is in stock (otherwise store credit).
Sale/marked‑down items may be final sale where stated on the product page.
Who pays return postage?
Customers cover return shipping costs (AU and international). We’ll cover postage for confirmed manufacturing faults.
Faulty or damaged items
Quality is paramount and all products are checked. If you receive a faulty item, email admin@entropyclo.com with photos within 7 days of delivery so we can help.
How long do returns take to process?
Once your return is received and approved, please allow 3–5 business days for store credit or exchanges to be issued.
How do I start a return?
Email admin@entropyclo.com with your order number and reason for return.
Products & Sizing
Are your pieces limited? Will you restock?
Most pieces are limited‑run. Restocks are rare and will be announced on our Instagram @Entropy.aus and via email.
How do I choose my size?
Each product page includes a size chart and fit notes. Still unsure? DM us on Instagram @Entropy.aus and we’ll help.
Care instructions
Follow the garment care label. General guidance: cold gentle wash, inside‑out, avoid bleach, do not tumble dry, cool iron inside‑out if needed, and avoid ironing prints.
Fabric & build
We design cut‑and‑sew garments with a focus on materials and comfort. Example: our waffle‑knit hoodies pair a textured waffle exterior with a soft 100% cotton fleece lining.
Contact
• Email: admin@entropyclo.com
• Instagram: @Entropy.aus
Typical reply time: 24–48 hours on weekdays.