FAQ

Yes! Your parcel is completely discreet. Your order will be sent in an unbranded Australia Post satchel.

The return name is 'E Spencer'. There is no mention of 'Sock Drawer Heroes' or any Sock Drawer Heroes branding on the outside of the package. Our return address is on the parcel.

Inside the parcel, items are wrapped in brown paper for an added layer of discretion. However, we do include your invoice.

For packers and STPs that comes in a pouch rather than a box, we wrap these in cardboard for discretion.

Orders are usually processed and shipped within 1-2 business days from the Sydney metro area. We ship by Australia Post, offering Standard and Express tracked shipping.

Orders placed before 10am Monday to Friday are shipped on the same day (excluding public holidays). Orders placed after 10am Monday to Friday are shipped the following business day.

Standard shipping within Australia takes 2+ days business days depending on where your parcel is going to.

Express shipping within Australia provides next business day delivery within the Australia Post express delivery network and fastest possible delivery for other (regional) areas. You can calculate delivery times here.

Yes, all parcels are shipping with tracking information. Once your order is marked as dispatched, you will receive an email from us confirming that your order has been shipped along with your Aus Post tracking number, which you can use to track your parcel here.

If it seems you've not received an update from us, please check your junk folder or email us and we can resend it.

You can track your parcel at www.auspost.com.au/track

For international orders, once the parcel arrives in your country it will transfer to your local postal service. The Australia Post tracking number can be used to track your package through your country's own postal service.

If you would like to pick up your order from our Petersham location, you can select the pick up option when checking out.

It is essential that you contact us to confirm the pickup time/day so we can make sure your order is ready.

You can pick up your order between 10am-4pm, Monday-Friday.

Please note that general browsing of stock is not available when picking up your order. If you wish to browse our products in person, please come along to our next Shop Day.

If you believe your order is lost in transit, please inform us as soon as possible. We can assist you in filing a claim with Australia Post for compensation and then replace or refund your order.

Under Australian Consumer Law, Sock Drawer Heroes is not responsible for orders stolen after delivery.

To help prevent theft, we recommend the following:

• Choose a secure delivery location: If you are not home during the day, consider having your order delivered to a business address or a friend's place.
• Use a parcel locker: Many areas now have parcel lockers where you can have your order delivered and pick it up at your convenience.
• Choose signature on delivery: When checking out, you can select the option to require a signature upon delivery. This can help to ensure that only you or an authorized person can receive your order.

It depends on the the product. For hygiene reasons, we only accept returns and exchanges on non-intimate items. Due to the intimate nature of underwear and lingerie, packers, packing pouches, harnesses, STPs, toys, etc. we are unable to offer returns or exchanges on these items.

You are welcome to return non-intimate items within 30 days of purchase. Non-intimate items include chest binders, bras, clothing, accessories. It is okay for these items to have been briefly tried on, as long as they are unworn, clean and undamaged. You are welcome to return books and Mixtape as long as they are in the same condition they were purchased in.

Please contact us within 30 days of receiving your order to organise your return. All returns/exchanges must be approved before being sent back to us. Email us at hello@sockdrawerheroes.com including your name and order number.

Please do not reseal and write "Return to sender" on the same package we sent you as a way to return items to us. If the package is lost, we will not be able to process a refund or store credit.

Check out our Returns policy for more info.

Yes! Getting the right sized binder is so important for both comfort, effectiveness and safe binding. 

If you've ordered a chest binder that doesn't fit or work for you, you can return it, or exchange it for a different style or size within 30 days of receiving your binder. It's fine for the binder to have been briefly tried on, but it must not have been worn. If the binder is marked or damaged in any way, the exchange/refund will be at our discretion.

You can request either store credit or a refund. This will be for the amount paid for the binder minus the shipping cost.

Once we receive the returned binder, we'll assess the condition. All being well, we’ll process your store credit or refund within 5 business days.

Please note, we are a very small company and cannot cover the cost of shipping the returned item back to us, or shipping of the replacement.

Please contact us within 30 days of receiving your binder to organise your exchange/return. Email us at hello@sockdrawerheroes.com including your name and order number.

Please do not reseal and write "Return to sender" on the package as a way to return items to us. If the package is lost, we will not be able to process a refund/exchange.

Being a small company, we can't offer free returns like big companies such as Amazon and other large companies do.

Our main goal is to make gender expression gear affordable and accessible to our community, so our margins are already very tight.

Yes! We are always happy to advise on sizing. Send us an email with your relevant measurement along with a link to the specific product you are looking at buying.

Email us at hello@sockdrawerheroes.com

We accept payment through all credit and debit cards, PayPal, Apple Pay, American Express, Shop Pay and AfterPay.

Yes! Our payment gateway is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS).

Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

We receive numerous donation, fundraiser and sponsorship requests each week and while we would love to fulfill every request, doing so would severely impact our ability to sustain our business with rising operational costs due to the current economic climate. 

We are a 100% gender diverse owned small business that proudly employs a team of gender diverse staff, with tight product margins to keep gender-affirming products affordable for our community.

We understand the importance of fundraising, and we want to offer alternative ways to support your efforts in supporting trans, gender diverse and queer communities while also supporting the small businesses that are part of it.

Instead of asking for direct product or monetary donations from trans, gender diverse and queer owned small businesses, we encourage you to:

• Apply for small grants: Part of these funds can be allocated to the purchase of prizes and giveaways. These funds can be applied for through various avenues, including local councils, organisations like ACON and Wear It Purple, local councils and other philanthropic bodies that support community initiatives.
• Encourage allies to purchase: Ask supporters to buy products or gift cards from trans, gender diverse and queer owned small businesses to donate to your event.
• Include the purchase of prizes in your budget: You can then run a raffle which will raise money while also supporting trans, gender diverse and queer owned small businesses.

We deeply appreciate the work being done by community groups and event organisers to support the trans, gender diverse and queer communities and we are happy to offer the following in-kind support:

• Share and promote your event on our social media.
• Write letters of support for grant applications.
• Provide a discount code to include with your giveaways for your event attendees to use.
• Collaborative projects: We are open to discussing collaborative product ventures, such as our recent t-shirt fundraiser collaboration with Trans Justice Project, where the proceeds directly support your organisation.

We believe these alternative approaches will allow us to continue serving our community while enabling you to achieve your fundraising and community support goals.