Update on Refunds and Credits for Past Nerida Hansen Customers
20th May
Delay in Credit Note Distribution
After sending out the intial credit notes I became aware that there were issues with the data, and I have allocated credits for full purchases where orders were partly fulfilled.
I am very sorry but I am finding this an extremely difficult task with data not being clearly visible. I will train Vy to also help with the very slow process of sending through Xero, as it does not take well to sending many at once.
Nerida xx
19th May 2026
I would like to provide a brief update regarding the processing of outstanding orders, credits and customer allocations.
By the end of today anyone with outstanding orders from Nerida Hansen Fabrics should have received their credit note. Where customers have multiple orders, they will receive multiple credit notes.
Credit Notes include the value of fabrics and shipping costs originally paid, minus any amounts they have already received.
Customers with credit notes are entitled to the following:
- Full Refund
- Delivery of original orders where possible
- Replacement Fabrics if required
Please note, some original products may have become unavailable so we will also present alternative fabric options for consideration.
In many cases it may be much quicker for us to offer you alternate fabrics that are available in stock at www.neridahansen.com so this is also an opportunity for customers who are happy with that alternative.
We are currently working through customer accounts from the earliest orders through to the most recent.
Following extensive reconciliation and review of historical records, we believe we have now identified the correct customer allocations and are in a much stronger position to move forward accurately and systematically.
Over the coming period, customers will be contacted directly regarding the options available to them.
Due to the volume of orders and the detailed nature of the reconciliation process, this will still take some time to complete. However, establishing the correct allocations is an important milestone and allows us to now progress matters as efficiently and accurately as possible.
You will be contacted either by myself, or Vy who is managing the info@neridahansen.com email.
I respectfully and wholeheartedly acknowledge the frustration and hardship the extreme delay of refunds and replacements has had on my customers. Resolving the pressures and personal and professional impacts I have experienced since September 2024 has been extremely difficult and I am still facing enormous strategic challenges. I am doing my absolute best under circumstances that have had very detrimental impacts on my health and wellbeing.
Both myself, and Vy, sincerely appreciate your continued patience and understanding while we work through this process.
Kindest
Nerida
Update for all Nerida Hansen Fabrics Customers Waiting on Refunds or Order Fulfilment
May 4th, 2026
To my very valued customers,
As per my update from March and April below, I am still progressing with my plans to start refunding and fulfilling orders. The past few weeks however have been extremely difficult.
There are no implications for my plans or intended outcomes, but they have caused some delay.
I wrote and published a detailed explanation of my experience over the past weeks, but I decided not to publish it and removed it.
Overall, I am moving along in unknown and distressing territory without any advice or assistance. I have been extremely traumatised as a result and have had to seek further psychiatric help and yet another new medical plan.
Now I have to make some new decisions.
It is critical that I need to find more space and time to manage this situation, so the first decision I have made is to redirect the shipping of any product I sell on my website from it's origin direct to customer. It is working seamlessly from my factory in China and I may even use some affiliate or drop-shipping businesses for new categories to expand my range.
This means I am no longer selling any fabrics that have to be cut, packed and shipped by me. I strongly believe that by eliminating the stress and time required for cutting, packing and shipping I will be able to find the energy for all of the other tasks, and I hope give me space to further navigate this new beginning I so desperately need.
My suppliers continue to be behind me 100% and we have been working on new projects for months now. I am working together with them to boost their businesses, and they are working with me to help me achieve the only professional goal I have right now; to refund or fulfil every order that is outstanding according to the customers wish.
What you will see on my website is continued dedication to sustainable textiles, as well as some things that I can easily implement and enjoy creatively.
The team efforts with my various suppliers is enabling, and despite my current state of overwhelm, I really feel that with new beginnings a sense of joy and meaning will return to my life.
Transferring of Sales Records from Shopify to Xero.
One of the most difficult practical consequences of the social media defamation has been an extremely confusing web of data to sort through and untangle - the type of work I have not had any experience with.
Unfortunately, I am not in the financial situation to engage my accountant for any of this work, and after consulting the ATO, it became clear that I need to untangle this once and for all, and assign the credits fully in my Xero financial software.
It is my worst nightmare - bulk payments accounting for multiple people's orders, paypal refunds that are not recognisable or aligned with my shopify reports, refunds that were given when products were shipped - it is a mess that I have not had the skills to practice, nor the robust energy required to learn it all.
I have at least another few weeks of the most detailed and arduous pulling apart of untangling mixed records and assigning credits where they are due in my financial system.
What is means for my customers who are waiting on refunds and replacements:
If you are a customer with outstanding refunds or orders, you will get automatic notifications of credit notes from my Xero account. For any customers who have more than one order, the notifications will likely occur by order, not by customer, so please do not email us if you think some credits are missing - if they were for an order made on a different date they just have not yet been processed.
These credit notes do not mean you must accept an credit- you will still get a choice when the time comes of a refund or fabric replacement. The important aspect is that I am documenting where you stand as a creditor of Fabric and Design Pty Ltd.
Please note, it is also NOT a liquidation process. It is a clear and fair acknowledgement of the debt I owe you, with an opportunity to reconcile any differences that may crop up.
As mentioned in my previous update, I have been working from the oldest orders to the newest and I will continue to follow this pattern which is the only fair way.
Communication
Vy is helping me out most days on the info@neridahansen.com email and I am trying to respond to any that I can.
If you do not hear back, please bump your email back to us. It is not because we are ignoring you - it is because of my very, very limited capacity.
Thank you for your understanding and continued patience,
Nerida
4th May 2026
Update from April 2026
A Recap
2022-2023 were extremely challenging years for me in business.
Toward the end of 2023 I experienced some incredible highlights and extreme challenges within a few months of each other. I had started customising orders for my customers and within 6 months of doing so I found myself under extraordinary pressure. A completely new direction with unexpected events left me pivoting in every direction to secure my supply chain.
As a result I let down many customers with late deliveries. By February 2024 I had secured high quality suppliers who could help me expedite deliveries but it took time to stabilise the flow of product. I struggled with the balance of demands. I knew that I had to add in some significant changes to ease pressure. I initiated those, and communicated them to my audience where appropriate.
By September 2024 I was rapidly catching up on delayed orders and each week I was managing refunds for customers who did not want to wait. I felt very confident about moving forward and announced a new bricks and mortar opening.
During this period, third-party social media activity emerged that publicly characterised me and my business in a way that did not accurately reflect the facts. A multitude of public statements circulated across other channels that did not reflect my position or the full context of the situation at hand.
I found myself having to put forward new communication with the facts just to reassure customers. The social media activity also challenged this communication.
The material impact of these conversations were devastating. My business succumbed to an overwhelming level of refunds and charge-backs and by early November 2024 Nerida Hansen Fabrics collapsed operationally and financially.
Since that time I have been navigating a complex web of administrative, financial and mental/ emotional challenges that I have never experienced before. I made several attempts to deliver outstanding orders, refunds and creditor payments but I never anticipated the regulatory challenges which upended me several times. Unfortunately the mental health-related challenges were also overwhelming, and on many occasions I found it quite impossible to move forward.
Consumer Affairs Investigation
After the collapse of my business in late 2024, I was left without the means to fulfil outstanding orders, pay creditors or provide the last amount of refunds. I had thousands of meters of fabrics in China waiting to be shipped but I could not afford to import it, nor could I sort the administrative mess that I was left with. Consumer Affairs Victoria (CAV) understandably became involved.
The Role of CAV is to assess complaints and consider them alongside the business records, with the aim of reaching a balanced understanding of the circumstances.
Recently, I attended a comprehensive meeting with Consumer Affairs Victoria, which provided a valuable opportunity for direct engagement. Over the course of an extended session, I was able to present my position in detail and ensure it was fully represented. I was able to submit a range of supporting data including records of refunds, delivery volumes, supplier correspondance, stock ready and future commitments, as well as records of my news and social media communications.
Consumer Affairs Investigation
This session also helped me gain a clearer understanding of the process.
A very positive outcome was identifying areas for improvement of my process or approach that I had not previously been aware of.
I was advised by CAV that decisions regarding ongoing trading remain at my discretion, and that the review process, if furthered, will take many months.
This provided me with a clear framework for moving forward and I left the meeting a different person.
Next Steps
The sustained social media and subsequent regulatory pressure over the past 18 months has had a profound impact on my mental health. Unfortunately in the latter part of last year I was stalked anonymously with a persistent message to stop trading. The content of the messages became unsettling after she showed stalking behaviour toward my extended family. I had to report it to Victoria Police, and it turned out that I knew this woman very well. Deciding on charges being laid will take some time, but I have now been reassured by police that anything the woman does from now will be used against her. They would be very surprised if she attempted to contact me again.
There are still multiple social media groups or platforms that continue to contribute to misinformation and damage to my reputation. I cannot deny that the very presence of them is still very upsetting. Over the past 18 months, I have sought support from Meta (Facebook and Instagram), YouTube, Reddit, the Australian eSafety Commissioner, Magistrates Court, Victoria Police, The Education Department of Victoria, the Victorian Chamber of Commerce, Legal Aid, and numerous offices of federal and state politicians, only to find that nobody could offer meaningful protection. It was only when targeted messaging became very personal that Vic Police were able to step in.
With no means to engage a lawyer, I have had to step back from advocating for myself. Trying to seek justice has become as traumatising as the causes of my grief.
I am extremely fortunate to have an amazing team of medical, psychological and psychiatric support and they are helping me realise that what these women say on social media is only their business, not mine. Honestly, it is a difficult concept to grasp, but with the reassurance of Vic Police and the clarity from the CAV interview I feel I am finally moving out of the nightmare and into a new day with a much brighter future.
I do have to move with caution. After recent attempts to "get back into life" I quickly learnt that the trauma I have experienced is not easy to overcome. I am struggling to return to my old self - I am still anxious about plans with friends, getting amongst my community and I still cannot answer my phone. I know I cannot accelerate too fast without risking further instability.
Last year also showed me that I cannot necessarily make definitive plans. Many times I have tried to reignite my business with the goal of fulfilling orders, refunds and outstanding debts. But I was disrupted time and time again from unexpected outcomes and fallout from the business collapse - and who is to say there will not be anymore. With my CAV interview over, I do believe the worst is behind me - but I must recognise harmful events and interactions, and keep removing myself from further mental harm.
What I do have now is fire in my belly to get orders delivered, refunds processed and all other creditors paid. I have amazing partnerships and projects with very supportive suppliers who have been with me all the way. If all goes well I now have the means to build financially and create some real financial stability, which is necessary before I allocate refunds and orders.
Over the coming weeks I will continue to dedicate time to my wellbeing, but I have well and truly started working with my suppliers to rebuild.
Refunding and Filling Orders
From the end of April I will start the process of filling orders and refunding , starting with the oldest orders to newest.
The amount of orders I can process each week is dependent on my income. I am starting from scratch and I can only do what is achievable and it is in the best interests of all customers or creditors that I maintain a sustainable business at the same time.
Please note, I cannot provide past customers with any specific details of their orders at this stage, other than what I have stated above - I will be working from oldest orders to newest and contacting each customer as I go.
Contact Vy at info@neridahansen.com if you have any further questions.
Thank you for your understanding
Nerida xx