Frequently Asked Questions

How can we help?

FAQ

Product

What size am I?

Our sizes vary depending on the ‘fit’. Our range is designed with two standard ‘fits’ – ‘Relaxed / Boyfriend’ and ‘Classic Slim'.

‘Relaxed / Boyfriend Fit’

Our Luxe Favourites collection are a ‘Relaxed / Boyfriend’ fit, designed to be slouchy and oversized in the body. Intended for maximum comfort and slimmer in the arms (so you don’t feel like you are wearing a sack!)

‘Classic Slim’

Our Mia Essentials Collection are a ‘Classic Slim’ fit. These garments have a set-in sleeve and are narrower in the body. They can be layered or worn easily under a jacket. It’s important to identify the fit and function you prefer in your knit, so that the garment you choose is perfect for the way you want to wear it.

Please check the sizing chart provided within each product to find the garment measurements and suggested ‘fit’ recommendations for your size.

It’s super important to identify the ‘fit’ you prefer via the size chart provided on the product page, so that you can find the perfect fit!

If you are still unsure, please email hello@miafratino.com and our team will assist you further.

How do I care for my cashmere?

We’re glad you asked! Mia Fratino cashmere is renowned for precision craftsmanship and .... To ensure that your garment lasts from season to season, you just need to follow a few simple steps.

We want to help you keep your cashmere fresh for as long as possible. To find out how to care for your garment properly and invest in a happy future for your cashmere here.

What is your Revitalise Treatment?

At Mia Fratino, we offer a 100% guaranteed service to help you keep your cashmere beautiful. We are one of Australia's leading luxury apparel companies that is truly making genuine Slow Fashion commitments. To talk the talk we have to be able to walk the walk.

Our Revitalise Treatment

Simply send your garment to us and we will give it a thorough Spring Clean Revitalise treatment, then post it back to you as good as new!

Our team of experts will wash, dry, de-pill, re-shape, gently steam your Cashmere.

We accept all Cashmere garment, whether branded with MIA FRATINO or another brand.  

Find out more about our Revitalise Treatment here.

How does your Repair Service work?

Bring your damaged or moth-eaten cashmere back to life!

No matter how careful you are with your cashmere, sometimes snags and pulls happen and sometimes moths have a way of finding their way into our wardrobes and nibbling our favourite cashmere.  

So we offer a bespoke repair service to help bring your Cashmere back to life in the event of damage. 

Simply click here and select the 'get a quote' button. Please ensure you send photos of the garment.

Sustainability & Ethics

What fibres do you use?

Over the last 12 months we have travelled the globe in search of natural & ethically sustainable fibres with the intention of changing the way knitwear is consumed globally. 

All of our garments are made from either:

1. Sustainably sourced Mongolian Cashmere.

2. Non-mulesed ethical Merino wool.

3. Eco-furino - a combination of ethically sourced Mongolian Cashmere, Australian Merino wool, NZ brush-tail possum down & Mulberry silk.

4. Artisan spun Cashmere/Merino

Read more about our sustainable and ethical fibres here.

Tell me about your Cashmere prouction.

Mia Fratino cashmere is ethically sourced in Mongolia and crafted into beautiful knitwear in Sri Lanka. We are one of the very few cashmere knitwear companies that control the whole process within our own manufacturing facility and guarantee fully certified ethically made knitwear. We do not subcontract to outside companies, which means we have full control of our entire supply chain.

What is your commitment?

We don’t just pay lip service to the notion of ethical production, sustainable fibres and slow fashion. We live and breath these values in every step of our design, production and making process.

Our commitment is based on four pillars:

1. Using sustainable + biodegradable fibres.

2. Creating garments that are made to last.

3. Ethical manufacturing in our own factory

4. Social responsibility through our Mia Fratino Foundation

Read more about our commitments here.

Where are your garments made?

All our garments are made in our own factory in Sri Lanka – Ethical Knitwear Co. We are fully certified to SMETA, GOTS & Oekotex global standards.

MIA FRATINO is committed to promoting a happy working environment with respect for all our employees.

We use state of the art machinery to ensure precision craftsmanship, guarantee quality & transparency and encourage work life balance for all employee's.

Read more about our factory here.

What is the Mia Fratino Foundation?

We support a non-profit organisation based in Sri Lanka, helping to improve the lives of impoverished women. 

A contribution from every MIA FRATINO purchase is given to the foundation directly aiding the lives of these women in need.

Ordering

How safe is ordering online?

Ordering from Mia Fratino is perfectly safe! We use Shopify, which is the worlds largest and most trusted online platform. As such, all payments are processed through Shopify, ensuring that your money is safe and only released to us upon shipment of your goods.

What payments do you accept?

Mia Fratino offers the following payment options:

- Paypal

- Shop Pay

- Visa

- Mastercard

- Afterpay

Is my information safe?

Yes! Your information is safe with us and we respect your privacy. We do not store any of your financial information in our system so as to be compliant to the Data Privacy Regulations. We will never sell any of your information to third parties. Please ensure that you never send credit card details via email. No one from Mia Fratino will ever ask you to email your financial information, so please do not.  

If you would like help with your payment, please call 1300 003 MIA (1300 003 642)

What if my garment is out of stock?

In order to keep our range fresh and exclusive, we only manufacture limited runs of our garments. Not all items will be restocked - even if they are a best seller! That’s why it’s best to purchase the garment you love when you see it to make sure you don’t miss out.

As we are not mass-produced, we manufacture lots of small production runs in our own factory. This means we are manufacturing continually. If a style is ongoing, but temporarily ‘out of stock’, this item will be available for Pre-Order. The arrival date of pre-order items is listed via the ‘add to cart’ button on the product page. Please note that this is an estimated date of arrival for the item. Dates for Pre-Order items are subject to change.

What does Pre Order mean?

We are committed to a ‘Slow Fashion’ ethos, therefore we only manufacture modest quantities of each item.

Some styles exceed expectations and sell out super quickly and therefore we will make another batch in approximately 6 weeks. Our Pre-Order allows you to secure these garments.

How does Pre Order work?

By purchasing a Pre-Order item on our online store, your item will be secured for you until the new stock arrives. You are required to pay upfront. Once it arrives, your order will be processed and you will receive confirmation once it is sent.

Can I order on the phone?

Of course! We understand that sometimes it's not possible to order online. You can call 1300 003 642 and speak to customer service and they will create your order and email the transaction to you so that you have a record.

How do I cancel or modify my order?

We try to get your orders to you as soon as possible! If you need to make a change to your order, please contact us within 24 hours by phone or email and we will be happy to help you. 

After the order has been processed, we are unable to make changes or recall the delivery. So please act quickly. 

It is not always possible to combine orders or add items to an existing order. You can place a new order for any additional item(s) and contact us by phone or email requesting to have your two orders combined and shipped together, as long as the first order has not already been shipped.

How do I know my order has been shipped?

After you place your order, you will receive an email from us acknowledging that your order has been received. Your order will be processed within 1-2 working days. You will then receive another email to confirm that your order has been dispatched to your delivery address along with your freight tracking number.

You can also check the status of your order by logging in to your customer account on the Mia Fratino website. This can also be accessed via the link in your order confirmation email.

Allow approximately 5 days for delivery within mainland Australia. Within the present Covid environment, international delivery can be more than 14 days, depending on shipping availability.

Do you offer gift wrapping?

We do not have gift wrapping available, however we do include a beautiful complimentary Mia Fratino branded presentation box plus cashmere care kit with each order.

Do you have gift cards?

We certainly do! It’s super easy, follow the steps below:

Select the amount.  Check out as normal.  Wait for your order confirmation email.  Within 24 hours, you’ll receive an email with the electronic Gift Card.  Either forward that email to the lucky recipient or send the Shopify link.  Sit back and be pleased with a job well done! The lucky recipient can start shopping straight away and enjoy your fabulous gift. 

Or if you have any questions, contact hello@miafratino.com.

Note: No gift receipt is necessary (as it’s not eligible for return) and no service fees or expiration dates apply. 

Returns & Exchanges

Return & Exchange Policy

Eligible items for Return must be received* in their original packaging with the swing tag intact and in its original condition, without any signs of wear. 

*Return shipping fees must be covered by the sender.

What items are eligible?

Mia Fratino gladly accepts the return of unworn and unwashed items, purchased from miafratino.com for an exchange, credit note* or full refund in accordance with the following terms:

FULL PRICE items can be refunded or exchanged. They must be shipped to Mia Fratino within 14 days of the original ship date.

LAST CHANCE TO BUY or BOXING DAY CLEARANCE items cannot be refunded, but an exchange can be made if the items are returned to Mia Fratino within 14 days of the original ship date.

SAMPLE SALE items cannot be returned or exchanged. However. merchandise with a manufacturing flaw is available for return within 14 days of receipt. Please inspect all items in your order upon arrival so we may replace defective pieces in a timely manner.

Mia Fratino does not accept items returned from independent retailers or department stores. Please contact the original retailer where the purchase was made to complete this type of return.

*Credit notes will be issued to your customer account and can be used for another purchase.

How long does it take to receive my refund?

Generally allow 7 days for the funds to be in your account. This is dependent on your card provider and Shopify, who handle all our transactions. We utilise Shopify to ensure that your money is safe and comply with their refunds process. Any delays are at the discretion of Shopify.

Can I return or exchange Mia Fratino items purchased from another retailer?

We wish we could, but unfortunately you will have to process that return or exchange with the boutique directly.

How can I return a gift?

It’s easy! Reach out to us by emailing hello@miafratino.com or give us a call at 1300 003 MIA (1300 003 642). Please provide the full name of the person who purchased the gift for you and the item that you would like to return. Shh...your secret is safe with us – we won’t tell them!

Promo Codes & Rewards

Promotion Code Terms and Restrictions

Offers such as ‘Last Chance to Buy’ or VIP promotions have significant savings in their prices and cannot be purchased using an additional promotion code.

Promotion codes such as your annual Mia Birthday Reward cannot be combined with other codes or discounts. Gift Cards cannot be purchased using a promotion code.

I haven't received my email sign-up promotional code.

Once you have registered your details, you will receive a follow-up email containing your promotional code. This may take up to 24 hours to appear. 

Be sure to check your junk and spam email boxes.

What is the Mia Rewards programme?

We want to build a long term relationship with our customers and there is no better way than with a special birthday gift.  

When you enter the Mia Birthday Reward programme, you will receive a $30 coupon for the month of your birthday – every year!

Note: You will only need to provide the month of your birth. We would never be so rude as to ask a lady for the year of her birth!

I placed my order but forgot to apply my promo code!

Don’t stress! We would be happy to apply the discount manually for you. Please reach out to hello@miafratino.com or give us a call at 1300 003 MIA  (1300 003 642) with your order number and the promo code that you would like to apply. We will handle it from there.

Shipping & Delivery

Shipping Policy

Mia Fratino ships to all states in Australia. We ship Monday through to Friday. Orders placed after 10am AEST on Friday will be shipped the following Monday. 

Allow approximately 5 days for delivery, especially in the present Covid environment. 

Do you ship internationally?

Yes we do! Click here to find out more about our International Shipping options.

Get in touch

Have questions about your order, or a general enquiry?