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Shipping | Returns | Exchanges

We want you to love your Dorsu items and will always be fair and reasonable with your requests. We ask that you be fair and reasonable with us, as well.

All Prices are in AUD

Shipping & Fulfillment

Shipping to Australia

FREE SHIPPING for orders over $100.

For orders less than $100, we use carrier-calculated rates based on weight & location, starting at $7.95.

Please allow 2 business days for your order to be dispatched. (e.g. if you place your order on Friday, it will be fulfilled by the following Tuesday.)

We use courier shipping to all metropolitan areas, which can take up to a week to land at your doorstep.

For rural addresses, we use the Australia Post. Please allow up to 14 days (but probably sooner) for your order to arrive.


Shipping to New Zealand

FREE SHIPPING for orders over $100.

For orders less than $100, we use carrier-calculated rates based on weight & location. Rates start at $11.

Please allow 2 business days for your order to be dispatched. (e.g. if you place your order on Friday, it will be fulfilled by the following Tuesday.)

Your package should arrive within 2 weeks


International Shipping

FREE SHIPPING for orders over $150.

We use carrier-calculated shipping via Australia Post to the United States and United Kingdom, and have a flat rate of $35 for the rest of the world.

Please allow 2 business days for your order to be dispatched, plus 2-3 weeks for it to arrive on your doorstep.

Please note: We cannot be responsible for the parcel once it leaves our hands. You may be subject to import duties and/or taxes, which are calculated when your parcel arrives at your country's border.

Orders may also be subject to customs inspections or fees based upon individual country regulations. Sometimes, this may cause delays.

Dorsu isn't responsible for any duty or customs charges if they arise. Please check with your local customs office if your package is being held.


International Shipping Timetable
Method Delivery Time  Tracking
Economy Air 10+ business days No
Standard 6+ business days Yes
Express 2 - 4 business days Yes
Courier 1 - 2 business days Yes

Returns & Exchanges

Preparing your Return

We understand not everything fits perfectly the first time, so all FULL PRICED ITEMS can be returned for a full refund or store credit, or exchanged for a different size, colour, or item of equal or lesser value.

If you wish to return or exchange all or part of your order, please ensure the items are returned in their original condition:

  • Unworn
  • Unwashed
  • Unaltered
  • Tags attached
  •  

    We are unable to exchange or refund used, laundered, or customer-damaged goods.

    You are responsible for return postage, and for the safe delivery of your return package. We are not responsible for return packages lost or damaged in the mail. Therefore, we highly recommend that you use a trackable service.

    Please send all returns and exchanges to:

    Dorsu
    attn: Returns & Exchanges
    4 Blackwood Parade
    Burnie, TAS 7320
    Australia

    Refunds

    Full Priced Items

    We offer full refunds for all full-priced items within 15 calendar days of their delivery.

    Once your item is received and inspected, you will receive a refund via the same method of payment from your purchase, minus the original shipping cost. You will receive an email confirmation, but please allow up to 10 days for the funds to appear in your account. Contact your bank if you don't see your refund within a week.

    If you choose to return your item for store credit, we'll add the original shipping costs to your store credit, which will never expire.

    Final Sale Items

    So we can offer the very best deals, we are unable to accept sale items for return or exchange.


    Exchanges

     

    If you choose to make an exchange, we'll cover the cost of shipping your new item back to you, anywhere in Australia

    Please email Lisa to let us know which size, colour, or item you'd like to exchange.

     


    International Returns & Exchanges (incl. New Zealand)

    Unfortunately, due to the increased price of international shipping, all orders shipped outside Australia (including New Zealand). are final sale and non-refundable. They cannot be returned or exchanged for any reason.


     

    Please contact us with any questions.

    Our Design Process
    Design

    We collaborate as an entire team, combining design and production priorities

    Our design and sourcing processes are inter-linked. Sometimes we design and then source fabrics we wish to produce in, and other times we discover fabric we love and can create accordingly, quickly.

    Our Product

    Meticulously designed for everyday wear, focusing on quality above all else. 

    Inspiration

    You inspire us -- our #DorsuCrew. We love talking to you and learning about what you do, what you need, and how clothing fits into your life. Every day, we meet fellow travellers from around the globe, visiting us during their holidays in Kampot. They buy Dorsu for our quality; withstanding weeks or months of adventures. When they return home, they have their go-to essentials for work, weekends, and holidays.

    We make our own rules and don't abide by trends, mass consumption or over-production. By investing our time and talent into thoughtful design, we'll create pieces that will be mainstays in your closet.

    In-house Pattern Making

    Our patterns are made in-house by our Co-Founder and Head of Production & Design, Kunthear. With years of experience and training, she opts for the traditional method of measuring and cutting paper to transform concepts into complete, graded patterns.

    Dorsu Collections

    Each year, we release new collections of carefully-selected, exciting designs in limited edition colours. Sitting alongside is our Core Collection, available year-round in beloved neutrals.

    Our Production Process
    Step 1: Cutting

    The first step in the cutting process is washing the fabric, to test shrinkage and colour fastness. Our cutter, Samorn, cuts paper patterns from the originals, laying them on the material in a way that minimises wastage. Cutting up to 25 layers at a time, we bundle each piece according to size.

    Step 2: Production room

    The cut and bundled pieces are then moved into the production room and delegated along the production line. It’s fast and straightforward, ensuring we create consistent end-products.

    Step 3: Initial quality control

    The sewn products are washed and individually measured against their specifications, checking they’re true-to-size.

    Step 4: Finishing & final quality control

    The final step in production is ironing and the second check for shrinkage, warping, and construction or fabric faults. The final garments are folded, packed and stored for sale. Some are moved directly into our studio store (located at the front of our production space), while others go to our flagship store in Kampot, or sent to Tasmania for international retail.

    Safety

    All production staff undergo extensive training and skills development to ensure safe, efficient and quality work by all team members. We train all new staff on our internal Human Resources policy, including occupational health & safety procedures, fire safety and evacuation, and child protection. We update and renew training annually, with ongoing instruction on equipment safety and maintenance, as well as the protocols to assess risk and responsibly address incidents in the workplace.


    Fair and safe employment is the responsibility of all companies, and we prioritise the physical and emotional wellbeing of our employees above everything else.

    Customer Service & Sales
    In-Store Retail

    We have two storefronts in Kampot, Cambodia: at the Old Market and the front of our Road 33 production studio, led by our Retail Sales Manager. All team members take part in quarterly training on our new ranges -- design, material, and styling -- and relay customer feedback to the design team. 

    Also,  if you live and work in Cambodia, our In-Store Retail Team are the people organising in-country delivery, answering your messages, and calling couriers to make sure your package arrives safely and timely. 

    Online Retail

    We ship our Australia and international orders from Australia. However, our E-Commerce Manager works in our Kampot production studio, making sure our international customers can have the same experience as you were to visit us in person.

    We welcome your feedback and are open to answering any questions you may have about sizing, construction, material, or our production practices. 

    Wholesale & Custom Orders

    We ship all bulk orders from our Road 33 production studio. Most of the time, these are made-to-order. As a result of having a close-knit team, we can offer a seamless buying experience. Our sales staff speak to our Production Manager, face-to-face so that you can have the most accurate updates on the status of your order. 

    Learn More About Factory Remnants

    Our fabric is remnant cotton jersey sourced from independent suppliers in Phnom Penh.

    Remnant fabric (also known as "deadstock" or "surplus") is unused and unwanted leftover rolls of cloth in its original condition.

    As a result of Cambodia’s pervasive garment manufacturing industry and issues that occur along the fashion industry’s incredibly complex supply chain, vast amounts of fabric are deemed unusable by brands on a daily basis. This waste arises due to reasons such as incorrect or oversupply of cloth, last minute changes in production schedules and the ever-increasing need for brands to be immediately responsive and adaptive to fashion trends.

    These fabric leftovers are sold on from brands and factories to a local fabric supply industry, who then sell on through the Cambodian supply chain. We scour the warehouses of our preferred suppliers and purchase rolls of fabric per kilogram. When sourcing for our collections, we buy up to 100 kilograms of a Key colour (like Periwinkle) and up to 300 kilograms of a Core colour (like black and navy).

    Due to the nature of factory remnants, we can't guarantee consistency in the fabric blends. Consequently, we burn-test every fabric we buy to ensure it has very little or no synthetic fibres.

    We pre-wash a sample of every new fabric, testing for colour fastness and shrinkage.

    We know our using factory remnants has limitations. We know we can’t trace the true origins of our material. But we are doing what we can, within the context in which we work. Cambodia doesn't have cotton mills or weaving fa, so we are limited by access. As a small brand, we experience financial barriers of meeting minimum order quantities of suppliers outside of Cambodia and then importing this into the country. We are acutely aware of our impact on the local economy, and we choose to place our money where it has the most significant impact.

    Dorsu Employment & Safety Policies
    Safety
    Policies

    All Dorsu team members are required to read, understand, sign and abide by our internal human resource policy that is inclusive of: