CUSTOMER CARE

A few thoughtful details to guide your experience with us.

FAQs

Gentle answers to curious questions.

  • Violette silks are naturally dyed with botanicals and blooms. Because of this, some of our flora prints, especially those featuring fresh flowers, are only possible when nature allows.

    If a particular item sold out, it may be restocked when its botanical ingredients are once again in season. We work in harmony with natures cycles, so restocks may be occasional and unpredictable, but always worth the wait.

    If you have your heart set on something, feel free to reach out – we’re always happy to share what might be blooming next.

  • We work with premium grade mulberry silk for its natural affinity with botanical dyes. Its protein-rich fibres retain plant based colour beautifully, forming strong bonds that result in luminous, enduring hues. This natural harmony between silk and flora is what inspires us and forms the foundation of our practice.

    As a pure natural fibre, silk is breathable, hypoallergenic, and gentle on the skin. Its biodegradable nature means it returns softly to the earth, leaving only a light footprint behind.

    Mulberry silk embodies the balance we love: beauty, nature and grace.

  • We mordent our silks – a process which allows the botanical dyes to bond permanently with the fabric – to ensure colour fastness, however the botanical ingredients we use to dye our silks all have varying colour fast properties. Part of the unique nature of botanical dying is that colours may subtly shift over time. We encourage you to embrace this evolution as nature takes it’s course. It is, after all, what makes them so magical! To prolong the longevity of your silks, we recommend following our Silk Care guide.

  • We don’t encourage you to get your silks wet (other than when washing). Although we mordent our fabrics – a process which allows the botanical dyes to bond permanently with the fabric – small molecules may be left behind on the silk, especially when it comes to darker, more pigmented colours. If you do get your silks wet, avoid direct contact with other items.

  • Our packaging is thoughtfully designed to be both beautiful and practical. We aim to tread lightly on the Earth, choosing materials that can be reused, recycled, or composted wherever possible.

    Your Violette pieces will arrive lovingly wrapped in acid-free, compostable tissue paper, tucked inside a reusable calico drawstring bag. Our mailer bags, labels, and stickers are all home compostable, and our mailer boxes are fully recyclable.

    Every detail is considered with care.

  • Yes! A few heartfelt words can be added to your order, handwritten on a complimentary Violette gift tag. You’ll find a space at checkout to leave your message – we’ll pen it with care.

  • While we don’t currently offer customisation for individual pieces, we’re always open to meaningful collaborations and special projects. If you're planning a larger order for a wedding, event, or bespoke gifting, or have a thoughtful idea you’d love to bring to life, we’d love to hear from you. Please feel free to reach out and share your vision with us.

  • Our collections are divided into Perennial and Seasonal offerings to reflect the natural rhythm of our botanical dyeing ritual.

    Perennial Collection
    Our Perennial Collection includes pieces that are consistently available throughout the year. These designs are crafted using botanicals that are reliably accessible across seasons, allowing us to maintain their availability year-round.

    Seasonal Collection
    Our Seasonal Collection, on the other hand, is shaped by nature’s own calendar. Some of our botanically dyed silk goods are created using fresh flowers that are only available in season. Because of this, these pieces are made in limited runs and released when nature allows.

  • We occasionally attend select markets where you can see and feel our silk pieces in person. Follow along on Instagram to see where we’ll be next.

DELIVERY

Everything you need to know about delivery.

  • To help minimise waste and keep our collection consistently available, most of our pieces are made to order, at least in part. Because of this, and the handcrafted nature of our work, processing and production times may vary.

    For the most up-to-date information, please refer to the announcement bar on our homepage, where we share current production time estimates. Larger orders may require a little more time, depending on the scale and detail involved.

    If you’re hoping to receive your order within a specific timeframe, we kindly ask you to reach out before placing your order – we’re always happy to help where we can.

  • $15 AUD Flat rate delivery fee for Australian orders $150 or under.
    FREE DELIVERY For Australian orders over $150.

    Currently we only accept orders placed for delivery within Australia.

    We send all orders via Australia Post with tracking, so you can keep an eye on your package every step of the way. Delivery times usually take between 2 to 10 business days after dispatch, depending on where you are, but please note these are estimates and not guaranteed. Also, delivery times don’t include the time we need to carefully prepare and process your order, so it’s a good idea to allow a little extra time when placing your order to avoid any surprises.

    Please double check your delivery address at checkout to make sure it’s correct and complete. We want your order to reach you safely. Unfortunately, we can’t take responsibility for packages lost due to incorrect or missing details.

    If you can’t be home to accept your delivery and it’s taken to a nearby collection point, please make sure you pick it up within the allotted time. If the package gets returned to us because it wasn’t collected, you’ll need to cover the cost to have it sent out again.

    Thanks for understanding – we’re here to help if you have any questions.

  • When your order has been posted, you will receive an email notification from us which will include an Australia Post tracking number. You can use this to check the status of your delivery.

RETURNS

Everything you need to know about returns.

  • We kindly ask for your understanding that due to the hand crafted nature of our products, we are unable to accept returns if you simply change your mind. If you have any questions about a specific product, please don’t hesitate to reach out before making your purchase.

  • We’re truly sorry if something isn’t quite right with your order. If you believe your item has a genuine fault, please reach out to us within 7 days of receiving it. Send us a note with your order number, a short description of the issue, and a few clear photos to help us understand what’s happened.

    Once we’ve had a moment to review your request, we’ll guide you through the next steps. If your return is approved, we’ll kindly ask you to send the item back in its original condition and packaging. We recommend using tracked shipping, just to ensure it finds its way safely back to us.

    When your piece returns to our studio, we’ll take a close look and let you know how we can make things right. This may be through a repair, replacement, or refund – whichever feels most suitable. If a refund is issued, it will be returned to your original payment method. Please allow a little time for banks or credit card providers to process the funds.

    Thank you for your patience and understanding. We deeply appreciate the care you take in returning our handmade work.

    N O T E
    Please bear in mind that, due to the handcrafted nature of our botanically dyed goods, slight variations in colour, markings, or natural imperfections are part of their unique charm and are not considered faults.

  • If a returned item is received and confirmed to have a genuine fault, we may repair, replace, exchange, or refund it at our discretion. Should a refund be issued, the credit will be applied to your original payment method. Please keep in mind that it may take some time for your bank or credit card provider to process the refund.

T&Cs

The fine print.

  • This website is owned and operated by Violette. The following Terms and Conditions outline the agreement between Violette (ABN 81 698 437 069) (“Violette”, “violette.au”, “We”, “Us”, “Our”) and the user of this website (“You”, “Your”). By accessing or using this site, including the purchase of our products, you are agreeing our Terms and Conditions, Delivery Policy, and Returns Policy, and agreeing that you have read and understood our Privacy Policy.

    Violette reserves the right to review and update these Terms and Conditions at any time. We encourage you to read them each time you visit, to remain informed of any changes.

    This Agreement is governed by the laws of Australia.

  • All pricing and payments are in Australian dollars (AUD).

    We use Stripe as our secure payment gateway. All payments are processed in line with Stripe’s terms of service and privacy policy. By placing an order, you agree to pay all charges through Stripe at the listed prices, following the applicable payment terms. We reserve the right to correct — or request Stripe to correct — any errors, even after payment has been made.

    When you place an order, you confirm that you’re authorised to use the payment method provided. Please note, we’re not responsible for any losses caused by unauthorised or unlawful access to our website or any third-party services we use.

    To help ensure online payment security, we may need to run verification checks. If these aren’t successfully completed, we reserve the right to cancel and refund your order. In this case, we’ll notify you straight away via email.

    All refunds will be processed using the original method of payment.

    If you contact your bank or credit card provider to dispute a charge (“chargeback”), we may need to suspend or close your account. If you have any concerns about a payment, we encourage you to reach out to us first — we’re here to help. We also reserve the right to dispute any chargebacks.

  • All orders depend on availability. If something you’ve purchased is no longer in stock, we’ll refund you in full using your original payment method.

  • To help preserve the beauty and longevity of your Violette pieces, we recommend following the care instructions. Please note that we are unable to repair or replace items affected by colour fading, fabric wear, pilling, pulls, or any changes that naturally occur over time with general use.

  • We do our best to capture the true essence of each piece through high-quality imagery. Even so, colours may appear differently from screen to screen, depending on your device’s display, and slight variations may occur when viewed in person. While we strive for accuracy, we can’t guarantee an exact match.

  • From time to time, this website may offer links to other places on the web. While we share only what feels aligned, these third-party sites are beyond our care or control. By choosing to visit them, you do so at your own discretion.

  • All content on this site is lovingly created and belongs to its maker. We kindly ask that you do not copy or share anything (including downloadable files) without permission, unless otherwise permitted by copyright law.

  • Our product prices may change occasionally without notice. We also reserve the right to update, pause, or discontinue any of our products or services as needed, without prior notice. We won’t be liable for any changes, price updates, or interruptions to our products or services.

  • You may review the most current version of our Terms and Conditions on this page at any time. We reserve the right to update or amend any content on our website, Instagram, Pinterest, or within our policies without prior notice. Any changes to these Terms and Conditions will be posted here, and it is your responsibility to check back periodically. By continuing to use or access our website and services after updates are published, you acknowledge and accept those changes.

PRIVACY

We respect you’re privacy.

  • This Privacy Policy outlines how your personal information is collected, used, and shared when you (“You”, “Your”) visit or make a purchase from violette.au (ABN 81 698 437 069) (“Violette”, “violette.au”, “We”, “Us”, “Our”).

  • Information We Collect
    We collect two types of information through this website:

    1. Information You Provide
      This may include your name, address, phone number, email address, and billing details (such as credit card information). This information is collected when you make a purchase, create an account, sign up for our newsletter, request a restock notification, send us a message, or otherwise choose to share your details with us. We use this information solely to provide the services you’ve requested and for any clearly stated purposes on this site.

    2. Information Collected Automatically
      When you visit our website, certain information may be collected automatically, including your browser type, IP address, operating system, and browsing behaviour. This may involve the use of cookies, third-party tracking technologies, and server logs. This data helps us improve the performance, functionality, and user experience of our website.

    We are committed to using your personal information responsibly and only for the purposes for which it was provided.

  • How We Use Your Information
    We collect and use your personal information to help things run smoothly and to provide you with the best possible experience when engaging with Violette. This may include:

    • Supporting the day-to-day operation of our website

    • Fulfilling and delivering the products and services you’ve requested

    • Processing payments securely

    • Keeping in touch with you — for example, sending order updates or service-related messages

    • Sharing news, product updates, and special offers we think you’ll love

    • Learning how you interact with our site so we can improve your experience and tailor our communications

    • Offering personalised services based on your preferences

    • Maintaining the security and integrity of our systems

    • Managing relationships with the trusted third-party services we use

    • Complying with our Terms and Conditions

    • Protecting the rights, safety, and property of Violette and others

    • Meeting any applicable legal obligations

    We may share your information with carefully selected third-party service providers who help us carry out our day-to-day business – such as customer support, marketing, secure payment processing, data storage, or parcel delivery. These partners are only given the information needed to perform their services and are expected to protect your privacy.

    Examples of these trusted services include Stripe, PayPal, Google, Squarespace, and Australia Post. Some may have their own privacy policies, especially those involved in payment processing, so we encourage you to review their policies if you’d like more details on how your data is handled.

    We may also share information if required by law, or if it’s necessary to protect our rights, prevent fraud, or enforce our policies.

    We will never sell your personal information.

  • Our online store is hosted by Squarespace, which provides the platform that makes it possible for us to offer our products to you. Data you enter on our site is stored through Squarespace's data storage, databases and the general Squarespace application. They store your data on a secure server behind a firewall. For more details on how your data is handled, please refer to Squarespace’s privacy policy.

  • Credit card payments are securely processed through Stripe, which stores your payment details using encryption that meets the Payment Card Industry Data Security Standard (PCI-DSS). Your transaction information is kept only as long as needed to complete your purchase, after which it is deleted.

    All payment gateways we use follow the strict PCI-DSS standards, set by the PCI Security Standards Council. These standards help ensure your credit card information is handled safely by both our store and our service providers.

    For more details, you’re welcome to review the Terms of Service and Privacy Policies of both Squarespace and Stripe.

  • This website collects personal data to help us understand how visitors use our site. This includes information about your browser, device, network, and IP address, as well as details like the pages you visited before arriving here. We also track how you interact with our site, including clicks, internal links, pages viewed, scrolling, searches, and timestamps.

    We share this information with Squarespace, our website analytics provider, to better understand site traffic and activity.

  • This website uses cookies and similar technologies – small files or bits of text that are stored on your device when you visit a website or app.

    Some cookies are essential and always active; they allow Squarespace to securely deliver this website to you. Analytics and performance cookies are used only once you’ve acknowledged our cookie banner. These cookies help us understand site traffic, activity, and other useful data to improve your experience.

  • This website may contain links to other sites, and we aren’t responsible for the privacy practices or policies of those websites. We encourage you to be mindful when you leave our site and to review the privacy policies of any site that collects your personal information. This Privacy Policy applies only to information collected on this website.

  • This website is designed for users aged 13 and over. We don’t knowingly collect personal information from anyone under 13. If we ever find out that we’ve received information from a child under 13 without permission from a parent or guardian, we’ll delete it as soon as possible.

  • You’re always welcome to opt out of our emails or newsletters if you no longer wish to receive them. To unsubscribe, simply send us a message at hello@violette.au letting us know you'd like to be removed from our mailing list.

  • If you would like to access, update, or delete any personal information we hold about you, register a complaint, or simply learn more about how your personal information is handled, you are welcome to contact us via email at hello@violette.au

CONTACT

Let’s stay in touch.

  • We would love to hear from you. You’re always welcome to reach out to us by email. If our reply takes a little time, we’re likely lost in the rhythm of the studio. Thank you for your patience, we promise to reply as soon as we can.

    For online order and general enquiries, please contact:
    hello@violette.au

  • We welcome the opportunity to grow thoughtful connections with kindred brands that share our ethos.

    When reaching out, please share a little about your store or brand: its name, whether it's a physical boutique or an online space, your address (if you have a storefront), your contact details, website, and social media handles.

    For wholesale and collaboration enquiries. please contact: hello@violette.au

  • 9:30am – 2.30pm AEST
    Tuesday – Friday