FAQs (Frequently Asked Questions)

Q1. "Placing an Order" 

Step 1: You can check out as a guest or create a login which saves you time for repeat purchases. 

Step 2: Browse the item you wish to purchase by clicking on Catalog. Choose the quantity and click the "Add To Cart" button. You will see the items in your shopping cart now.

Step 3: When you have finished your shopping, simply click the Checkout button located on the top right of the page and continue with delivery and payment details.

Q2. Payment and Security

We accept credit card payments (Visa, Mastercard and yes AMEX!) and PayPal.
As we use Shopify.com a 3rd Party for our website the payments are secure. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure. All Shopify online stores are automatically PCI compliant. Shopify powers our online store, you can rest easy knowing that Shopify has invested significant time and money to obtain Level 1 PCI certification and that certification covers our online store, its shopping cart and web hosting.

Q3. Delivery

Item will be posted in most cases using Australia Post - Parcel Post. Larger orders may be posted using Australia Post or other couriers. An email confirming the delivery method will be sent to you. Items will be sent uninsured as we believe our bags are quite strong! To keep postage costs low we may or may not use postage tracking. If tracking is used then an email with the tracking number will be sent to you. If you are not at home during delivery Australia Post or the courier will leave a card with contact information to advise you where to pick up the item (typically the nearest Post Office). International postage will be via Australia Post and your local postage agency.

Q4. Cancelling an order

Order can be cancelled before payment is made. Usually we process your order once the payment has been confirmed. Please email us as soon as possible if you wish to cancel or change your order. If the item has already been shipped you will not be able to cancel or change your order.

Q5. Returns or Refunds

Please email or Contact Us via the webpage if you find a faulty product within 30 days of purchase. We check all products before it is shipped. We are happy to refund or replace the product. We strive to keep our customers happy and will advise you of the returns or refund process.  

Q6. Fabric Care / Wash Instructions

Here's a summary of recommended care for your bags;

Jute / Hessian / Juco -  is very resistant to dirt and spot clean / gentle sponge to wipe off any marks. The bag has a laminate on the inside and use a wet cloth to clean the inside liner. Using a washing machine and dryer is NOT recommended as the dryer will melt the laminate. Dry cleaning is fine.

Canvas - Care Instructions: Hand wash separately in cold water. Dry cleaning is fine as well. Drip dry. May shrink due to unbleached canvas used.

Textured Cotton: Hand wash separately in cold water and drip dry. May shrink. 

Handlooms Kalamkari / Ikkat: Natural pigment dyes used which will run when washed - this is expected due to the age old process and dyes used. Hand wash separately in cold water and drip dry. Warning: Do NOT wash handlooms with other clothing especially white clothing as colours will catch onto them!

Q7. How are Thyli bags made?

Bags are designed by our qualified Fashion Designer in Sydney, Australia and during trips to India. Our designer works closely with the manufacturer in India to ensure bags are made to her specifications.

Handloom fabrics were personally picked by our Designer in rural villages in India. Our designer is an ex-student of India's premier fashion institute, NIFT where several of India's top fashion designers having come from. To read about her story please click Designer.

Our hessian/jute bags are built to last. They are double stitched and made of premium grade 270 gsm jute fabric, 15 x 14 count (weave) with 70 gsm of inner lamination making them sturdy, strong and at the same time lightweight. Our hessian/jute bags also have softer cotton handles for grip and comfort. Cheaper grade jute is typically loosely weaved (13 x 13 count) which won't last as long, tend to flop and sold for a few dollars in supermarkets. 

Follow our Facebook feed which shows how our bags are made. Click on the Facebook link to see how the bag KOTT is made.  

Q8: Do you post outside Australia?

We are based in Australia and we do post outside Australia as well. 

Q9: Do you have a physical store?

No, we don't but we run popup shops from time to time in Australia.....you might see us in your neighbourhood. Follow us on Facebook for updates on popup shops. We sell direct to customers via our website www.thyli.com 

Q10: What is Jute / Hessian / Burlap?

Jute is a long, soft, shiny vegetable fiber that can be spun into coarse, strong threads. Jute is the name of the plant or fiber that is used to make Burlap, Hessian or Gunny cloth. Simply Jute is the plant while Hessian/Burlap is the fabric product however the terms are often used interchangeably. Hessian/Jute is "hip" and has several advantages mainly;

  • Environmentally friendly as it uses less water than cotton to grow.
  • Stores carbon in its natural form (from carbon dioxide) thus reducing global warming impact.
  • Is a natural fiber second only to cotton in amount produced.
  • Biodegradable and compostable.
  • Extremely strong and durable being used for centuries for sand banks, marine ropes, bags for farm produce, furniture and floor mats. 
  • Lightweight therefore easy to carry

 Jute plant growing in wetlands

   Jute plant
 Jute being harvested

Jute plant harvest

Jute fiber / rope

Jute rope fiber

Jute/Hessian woven fabric

Jute Hessian fabric

At Thyli we only use premium grade jute / hessian that is built to last.