Frequently Asked Questions

We’re here to help, here are some of the top asked questions.

Please allow 1-2 days for your order to be processed. Once the order has been sent, you will receive a delivery confirmation email with the associated tracking information to your registered email address.

Shipping time is estimated and commences from paying the order but can take longer than expected due to invalid address, customs clearance procedures, or other causes.

We do not deliver to PO Box address and parcel locker. We’d like to thank our customers for their patience and understanding.

We hold customer service as one of our most valuable assets and will do everything we can to ensure your complete satisfaction. The guidelines of the ordering process is shown below.

Step 1 – Hover over and click on a category. Find an item you like and click on it to see more details.

Step 2 – From the details page, click on the thumbnail image to view corresponding product. Here, you are able to select the colour and the size and add them to your cart.

Step 3 – You now have three choices, “Continue Shopping” if you want to buy additional items from our website or click on “View Cart” to edit your order or “Checkout” to pay for the item you have selected.

Step 4 – When you are ready to purchase the item(s) in your Shopping cart, click on “Proceed to Checkout” button. If you are not logged on to the site, you will need to login in order to make a purchase. If you do not already have an account with us enter your name, address, telephone, etc to create an account.

Step 5 – Select a delivery method.

Step 6 – Choose your payment method.

Step 7 – You will be taken to the Order Confirmation Screen once your payment is confirmed. An order confirmation as well as order details will be sent to you by email. Please check spam mailbox if necessary, or you can contact us at info@filatocotton.com if there are any further enquiries.

Unfortunately, we are unable to provide an exact delivery date; however, the anticipated delivery date can be found on the checkout page.

If you need your item to be reached sooner, please contact us; info@filatocotton.com; we will consider available options for express delivery.

Usually, yes, your entire order will deliver as one package. However, your order might include items that originate from multiple locations. In such instances, the individual items in your order may ship separately and arrive separately.

In your Order Confirmation email, you’ll find an anticipated delivery date.
With the tracking function, you can keep track of your order. Would you please return to your delivery confirmation email and follow the tracking link (labelled “TRACK MY ORDER”) to track your package? Your tracking link will keep you up to date on the status of your order.

You will receive a delivery confirmation email once your order has been despatched, along with an anticipated delivery date. We’re here to help if your order hasn’t arrived by the estimated delivery date.

To get the most recent tracking information, go to the tracking link in your delivery confirmation email. Log in to your account to double-check that we have the proper delivery address for your order and that your contact information is correct.

Would you please check whether one of our couriers has left you a delivery card? It’s possible that your parcel is waiting to be picked up at a nearby sorting office or delivery depot, or that you’ll need to arrange for redelivery.

If you still can’t find your order, please contact us, and we’ll look into it further and, if needed, send you a replacement. Contact info@filatocotton.com. Or alternatively, you can also contact the courier.

We’ll work to resolve the problem immediately. Don’t hesitate to get in touch with us at info@filatocotton.com for a quick response.

Yes! If your order has not yet shipped, you can change the shipping address in My Account’s “My Orders” section.

We are usually able to change the payment method if the order has not already been invoiced. Please contact us at info@filatocotton.com as soon as possible to see what options are available.

The quickest solution is to place a new order for the additional item.

If you change your mind about an item within 30 minutes of placing the order, you can cancel it yourself by visiting My Orders. From there, click “view/modify order” next to the order with the item(s) you’d like to cancel. Click on the “cancel” button next to each item you would like to cancel. If you would like to cancel an item after the 30 minute window, please contact us. As long as your items have not shipped, we are usually able to cancel items or orders. Personalized items and certain products shipped directly from our vendors are subject to special approval.

Up to $39.95 purchase, shipping charges will be AU$7.95.
For purchases over $ 39.95, there is no shipping cost. It’s FREE.

When you see something you love that’s not available, click the “notify me” link, and we’ll send you a message if that item returns.

Occasionally we’re able to secure more inventory during an event. When that happens, we’ll post a note on our homepage in addition to sending you an email.

We currently only deliver within Australia. However, upon request, we can broaden our services to include other courtiers. Please get in touch with us at info@filato.cotton.com if you are based outside of Australia. We will make every effort to fulfil your order.

Still got questions?

Contact our email support team on support@filatocotton.com

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