Legal & policies

Unstitch (ABN 77 449 479 279) is a circular design studio based in Naarm (Melbourne), Victoria. This policy explains how we handle personal information collected through unstitchx.com, our learn workshops, our commission works, our kit drops and our kit digital passport registrations.

If you have any questions about this policy or your data, please get in touch at hello@unstitchx.com.

Depending on how you interact with us, we may collect:

• Name, email address, phone number (optional) and delivery address, when you place an order, join the waitlist, sign up for drop notifications, submit an enquiry, or enter raffle draws through public workshops.
• Order details, what you bought, delivery zone, delivery notes, gift messages.
• Payment metadata such as transaction ID and payment status, passed to us by Stripe or Square. We never receive or store your full card number.
• Kit Digital Passport registration details, the email and optional name you give us when you register a specific kit's serial number as yours.
• Anonymous, aggregated site-usage data via our self-hosted analytics (see Cookies & analytics below).
• Anything you tell us directly through the contact form, email, or at a workshop or market stall.

We use your information to:

• Process, pack, and deliver your order, including calculating delivery cost for your address.
• Send order confirmations, dispatch notices, and, if you don't complete a purchase, an occasional reminder about items left in your cart.
• Let you know when the next drop or a restock is live, if you've asked to be notified.
• Record and honour your Kit Digital Passport registration against the specific drop kit you own.
• Keep records we're required to keep for tax and consumer-law purposes.
• Respond to enquiries, complaints, and warranty or return requests.

We share the minimum needed, with:

• Stripe and Square, to process payments. Card details go directly to them; they never pass through our servers.
• Australia Post, for deliveries outside our local self-delivery radius, so your parcel can be addressed and tracked.
• Resend, to send order and account emails, and Google Workspace (Gmail), if you contact us directly.
• Neon (our database) and Cloudflare (our web hosting), who store data on our behalf and don't use it for their own purposes.

We don't sell your personal information, and we don't share it with advertisers.

Order and account data is stored in a managed Postgres database (Neon), and our website runs on Cloudflare's infrastructure. Both encrypt data at rest and in transit and handle their own security patching and backups. We control access at the application level, staff access is limited to what's needed to fulfil orders, and payment card data never touches our systems at all.

Cloudflare operates a global network, so data may pass through infrastructure outside Australia as a normal part of using the service. We take reasonable steps to make sure any offshore handling meets a comparable standard of protection.

Each kit has a unique serial number. If you choose to register it, we link your email and your name to that unit. This lets us send you care updates and, later on, pass down the registration to a new owner if you gift the kit away. You can contact us to remove your registration at any time.

We also keep an internal record of the fabric tiles contributed toward our Tile for Change program, tied to each individual purchase order. This is so we can report accurately on where those contributions go towards providing a free community workshop.

We use Umami, a self-hosted cookieless analytics tool, to understand overall site traffic (for example, which pages are visited and by how many people), without tracking individuals or using cookies. This data isn't sent to a third-party advertising network.

You can ask us to access, update, or delete the personal information we hold about you, or ask how it's being used, by emailing hello@unstitchx.com. We'll respond within 1–2 business days.

If you're not satisfied with how we've handled your information, you can lodge a complaint with us first, and if it isn't resolved, with the Office of the Australian Information Commissioner (oaic.gov.au).

We may update this policy as our processes change. The "last updated" date at the top of this page will always reflect the most recent version.

These terms apply whenever you browse unstitchx.com or buy from Unstitch (ABN 77 449 479 279, sole trader), Naarm, Melbourne. By placing an order, you agree to them. Nothing here limits any right you have under Australian Consumer Law (ACL) that can't be excluded by agreement.

Unstitch kits are made by hand from rescued, upcycled textile. As each fabric batch is different, the colour, material, pattern, and texture will vary slightly kit to kit and drop to drop. This is a feature of working with rescued material like deadstock or surplus materials, not a defect.

We typically sell one product kit at a time, released in limited-quantity drops. Once a kit drop sells out, it's gone until the next drop, and we don't hold any stock.

All prices are listed in Australian dollars. Unstitch is not currently registered for GST, so no GST is added at checkout. If that changes, our pricing will reflect it.

We take care to make sure prices are accurate, but if a genuine pricing error occurs, we'll contact you before proceeding and you can choose to continue at the updated price or cancel for a full refund.

Adding a kit to your cart places a short, temporary reserve on that unit; it doesn't guarantee the item is yours. Your order is only confirmed once payment has been successfully processed, at which point you'll receive an order confirmation by email.

We reserve the right to cancel an order, with a full refund, in cases like a stock or system error, suspected fraud, or a breach of the acceptable use terms below.

Online orders are processed securely through Stripe. In-person sales (when available) are processed through Square. Your card details are handled directly by Stripe or Square and never stored on our systems.

We currently deliver within Victoria only; local Melbourne deliveries are hand-delivered by us, and we send everywhere else in Victoria via Australia Post. Delivery areas, costs, and timeframes are set out in full on our Shipping & Returns page, which forms part of these terms.

Because our kits are handmade and released in limited runs, we don't offer change-of-mind returns. However, if a kit arrives faulty, not fit for purpose, or significantly different from how it was described, you're entitled to a remedy under Australian Consumer Law regardless of what this policy says. Full process on the Shipping & Returns page.

You can add a gift message at checkout. If you're buying for someone else, delivery and registration details can be set to the recipient. Let us know in the order notes if you'd like the receipt sent to you rather than included with the parcel.

For every kit sold, a set number of Unstitch tiles is contributed toward community and school workshops we run (and, in future, through our giving partners too). The exact figure of Unstitch tiles contributed is shown on each product page and on your receipt at the time of purchase. We also keep an internal record of contributions, to keep ourselves accountable and to report on our shared impact every year.

Each kit carries a unique serial number and QR code linking to that unit's Digital Passport page. Registering a kit (email, optional name) attaches your details to that specific unit's record. Registration is optional, free, and can be transferred or removed at your request.

All content on unstitchx.com, including photography, the material-story and Country acknowledgement content, product designs, and the Unstitch name and branding, belongs to Unstitch or its licensors. You're welcome to share and tag us, but please don't reproduce our content commercially without asking first.

Because drops are limited, we ask that orders be placed for genuine personal purchase, not automated or bulk buying intended for resale. We may cancel orders that show clear signs of bot activity or reseller behaviour, such as unusually rapid repeat orders or mismatched billing and delivery details.

To the extent the law allows, our liability is limited to the value of your order, replacement of the goods, or supply of equivalent goods. Nothing in this section excludes or limits any consumer guarantee, right, or remedy that can't lawfully be excluded under the Australian Consumer Law.

These terms are governed by the laws of Victoria, Australia, and any dispute is subject to the jurisdiction of its courts.

We may update these terms from time to time. Changes apply to orders placed after the update; the version in force at the time you order is the one that applies to that order.

We currently deliver within Victoria only. Local Melbourne delivery applies if you're within a 0–10km radius of our studio: your kit is hand-delivered by us. Elsewhere in Victoria, we send it via Australia Post.

If you're outside Victoria and would like to buy a kit, email eshop@unstitchx.com and we'll see what we can arrange. Interstate delivery isn't set up yet, but we're happy to talk about it.

This delivery approach is designed to get your Unstitch product to you with a minimal carbon footprint, while keeping the business sustainable to run.

Local self-delivery is charged by distance band: $3 for 0–5km and $5 for 5–10km from our base. Beyond 10km, your delivery cost is calculated at checkout via Australia Post based on your address and the parcel's weight and size.

Every kit is made to order after you purchase, not pulled from ready stock. Please allow 5–7 business days for us to prepare your kit, then delivery follows either locally by us or via Australia Post, depending on your address. Your expected delivery date is shown at checkout and confirmed by email.

We're also working on setting up free pickup points at a small number of cafes and libraries along our delivery route, a no-cost alternative to home delivery within the local area. It also means fewer delivery trips and less individual packaging, in keeping with Unstitch's commitment to circular design and a positive impact on the environment and community.

Please double-check your delivery address at checkout; we're not able to redirect a local hand-delivery once it's out for drop-off. If a delivery can't be completed because of an incorrect address or nobody available to receive it, we'll be in touch to arrange another attempt; an extra delivery run may incur an additional fee for local deliveries, or a re-delivery fee from Australia Post for other areas.

Because every kit is handmade in a limited run, we don't accept change-of-mind returns. This doesn't affect your rights below if something is actually wrong with your order.

Under Australian Consumer Law, you're entitled to a repair, replacement, or refund if your kit arrives faulty, doesn't match its description, or isn't of acceptable quality. This applies regardless of our change-of-mind policy above, and can't be excluded by it. If your kit arrives damaged or an interlocking piece is faulty out of the box, contact us with photos as soon as you can and we'll sort out a remedy.

Email eshop@unstitchx.com with your order number, a description of the issue, and a couple of photos. For local deliveries, we'll usually collect the kit on our next delivery run in your area; for Australia Post deliveries, we'll send you a reply-paid return option.

Because every kit is cut from a rescued fabric batch, the exact material can differ from drop to drop, so the most accurate care guidance for your specific kit lives on its Digital Passport page, tied to that batch. As a general rule: keep tiles dry, spot-clean rather than machine wash, and avoid strong heat or harsh chemicals.

Interlocking tabs loosening slightly after a lot of building and rebuilding is normal wear, not a fault, it's part of how a reusable, no-glue system behaves over time. A tile that's cracked, split, or fails on first use is a different story: that's covered under Faulty, damaged, or not-as-described items above.