22nd June 2025
Open Letter to Creditors
Business References:
Current Company : Fabric & Design Pty Ltd ABN 95 659 900 740
Current Sole Trader : Nerida Hansen ABN 94 367 741 397
Nerida Hansen Fabrics Pty Ltd : Liquidated May 2022 ABN 39 641 768 201
Dear Customers, Artists & Suppliers
I’m writing this open letter to acknowledge the outstanding obligations connected to my business operations and to provide a transparent update for everyone affected.
As you will be well aware, my business has been through extreme difficulty for a prolonged period and I would like you to know that I remain personally accountable for the impacts that this difficulty has had, particularly on those whom placed trust in me as a designer, collaborator, supplier, or customer. This includes refund requests, unfulfilled orders, unpaid royalties, and outstanding invoices.
What Has Happened
The Challenges I have faced as a business have been long-standing and complex. Crippling set-backs as a result of the COVID crisis were the beginning of what has been nothing short of a nightmare 3 years.
A range of issues and my own organisational mismanagement resulted in very late deliveries in 2024, and I was therefore responsible for a decline of customer confidence.
Initially, customer frustrations were vented on social media, but from September, my entire personal and professional life was upended by significant online defamation.
This escalated into widespread misinformation and coordinated harassment, spreading virally across the world.
Only a month after signing a contract for a Retail lease, I found myself subject to crippling bank chargebacks and refunds, and my trading account was frozen.
Of all the consequences, the personal toll of the social media harassment has been the most profound. By the end of November 2024, my operational capacity was in complete collapse.
To help provide context I have provided a factual timeline of my experiences below.
It is not presented as an excuse, but a way to show how I got here.
This timeline has been fully documented with hundreds of screenshots, emails and interactions from a wide range of legal and consumer organisations and medical supports that I have had interaction with through this time.
Overall, the entire period since then has been marked by a series of challenges that I was simply not equipped to manage—neither from a business infrastructure standpoint, nor on a personal level.
Your Experience
I want to acknowledge how this experience has likely felt for many of you. Over the past eight months, calls went unanswered, emails weren’t replied to, and plans I shared along the way weren’t followed through.
I understand the anger and frustration behind the questions I continue to receive—‘How dare you sell product when mine hasn’t been delivered?’ ‘Why are you trading if you can’t issue refunds?’ ‘Are you just avoiding your obligations?’, 'Am I ever going to get my fabric or refund?' These are valid questions, and the people asking them have every right to feel let down.
Dealing with the individual needs of customers and creditors was challenging on two fronts.
Firstly, gaining financial clarity is required to provide substantiated timelines to customers. Whilst I tried to assume what I might be able to achieve, this was futile, and to an extent, remains that way.
Secondly, the emotional toll has been exacerbated by unwanted and unwarranted abuse by email, text and phone, and unfortunately is still prevalent today.
Distancing myself from all contact was, and still is not a choice. It is a matter of self-preservation.
I know how much this affects you, and the frustration that one feels when they just want clarity, let-alone a solution.
Unfortunately it continues to be an extraordinary challenge on both fronts, financial, and personal.
Confusing Communication for Customers
I also acknowledge my communication style is challenging. I communicate in real-time with my emotions, thoughts, and energy levels all colliding at once. What feels clear and true in one moment may morph in the next—not because I’m being dishonest or evasive, but because I don't process information in straight lines. Whilst this is a lived experience for me that I work around, it is entirely unsuitable when thousands of people rely on your word. I truly understand that I need to work on more reliable communication, and want to acknowledge how frustrating it must be for you. But I do ask for some understanding during this time as whilst I am in still in the trenches, working structurally on my own behavioural improvements is extremely challenging.
Of note, I have made announcements recently about closing down my brand, and whilst I the joy and freedom of not being bound by social media will be instilled in my future business practice, I recognise the confusion and anxiety that this announcement has caused for my creditors.
I also realised that I cannot discount the financial and practical benefits of working more effectively with what I know best. It may be the only way I can expedite my obligations to you.
For everyone involved, I am truly sorry for the distress that the situation has caused.
The Steps I am taking to rectify the situation:
My focus is purely on fulfilling my obligations to you, but I need to approach it in a way that is achievable, and safe.
- I am starting from scratch, with no available credit, investment or financial buffer.
- Income is trickling in from sale of market stock and excess inventory.
- All income is assigned to purchase more stock, and other working capital costs such as online costs, freight, customer service support etc.
- With all orders being shipped directly to my customers from the factory, I am taking up any other opportunity I can to bring in revenue
- I will continue to deliver fabrics to customers and take new orders, both for stock sales and pre-orders
Refunds & other Creditors
Refunds and other creditor payments are forefront of my mind 24/7.
- Assigning an allocation for creditor payments is possible when the operational needs of the business are lower than income each month.
- When there is excess it will be assigned to creditor payments/ refunds.
- Starting the business from scratch does not enable me to have any forecast sales at this time.
- I therefore do not have any insights into the timing and amount of creditor payments possible.
- I will review the situation on a weekly basis.
I understand the significance this has on customers who are yet to have their refunds, or to other creditors.
Advocacy can be sought by contacting a Consumer Affairs organisation in your jurisdiction.
For customers, I also recommend you continue to liaise with your bank or PayPal.
I am unable to afford legal counsel, and due to my matters being professional in nature I am also ineligible for Legal Aid. With so much trauma related to these issues I can only inch forward.
Since the beginning of this tumultuous era for me, I have not lost sight of the most important outcome, which is making sure I meet all obligations of customers, creditors and any artists who are owed outstanding royalties.
Please know that I am doing my very best,
Contacts:
The best place to contact me is through the online form HERE
A Timeline of My Experiences
This Timeline of my experiences is not to excuse myself from accountability - it is simply communicating to you how I got here.
One of the hardest things I was having to do for many months was to explain to Customers, Artists and other creditors why I could not meet my obligations.
Today I still do not know how to explain it - I hope my experiences can go some way to helping you understand why.
What people saw across social media at one stage, has had consequences that will last me a lifetime, and I continue to be deep in the trenches, fighting for a way out.
Only recently I was set back again, opening my phone to view my latest "Global Destash" website to see my search bring up the site plastered on Reddit. I quickly closed my phone, shocked that they still give energy to abusing me online, but not at all surprised.
I am navigating this in no-mans land. Every aspect of what I need to do, need to achieve has nobody before me to guide. I am blessed and grateful to have incredible medical and mental health supports, and the love of my family, friends and many, many customers who continue to show their support.
What Happened
2022
On the back of Shutdowns of my two main ports in Mumbai and Shanghai, 2022 started as the most unstable and challenging years of my life.
My business had grown to a very high turn-over, very high-maintenance entity and I was not equipped with the skills and strengths required to navigate the challenges that surfaced when I could not replenish stock.
There were multiple challenges that made me very vulnerable to the breakdown in the global supply chain.
In entered voluntary administration, and it was identified that Liquidation was my only option. I did not understand what was involved.
With no support or advice available I actually found myself much, much worse off after the company was closed.
2023/ 2024 - Without regaining the right structure, systems or staffing in my business I struggled with increasing demand.
After a long and complex 2 years, I was in a fragile state of recovery, and found myself needing to take action to support very frustrated customers who experienced late deliveries.
August 2024 -
After working with my factory on Print-On-Demand model to expedite orders, I was disappointed to receive a very large order from them to pack and ship in Australia. Prioritising orders over the customer service and administration further frustrated my customers.
August/September 2024-
I made the decision to open up my business in a retail space.
My intention was to increase revenue and build momentum with the production necessary to expedite the end of outstanding orders by Christmas.
September 2024
I announced that I was opening a retail store that would be branded with a new name
A sewing influencer in the USA published a You Tube Video called "The Rise and Fall of Nerida Hansen"
She used my past Company Liquidation to characterise me and spread word that once my store opened I was going to deliberately Liquidate again
She declared that I intended to run off with everyone's orders and money.
It was entirely untrue, extremely damaging and did not make sense.
I responded to my customers pleading them not to listen - I was opening a store. Everyone would be welcome.
Having a sewing influencer trivialise the most traumatic time of my life was heartless but it paved the way for people to characterise me as a fraud.
It unnervingly went viral and other customers jumped on board to misrepresent me.
Late September/ Early October 2024
Social Media chatter about my character and intentions stirred a lot of anxiety.
October 2024,
A disgruntled customer, who was refunded everything she was owed started a Facebook Page "Nerida Hansen needs to deliver products to her customers"
She framed me as a Fraud, and to this day still actively allows posts on the page which states that my customers are victims of possible fraud.
Whilst I understood customer frustrations, a slew of comments were posted, many anonymous including hurtful mistruths, misinformation and lies that would set a precedent for others to attack.
We were overwhelmed with cancellations and refunds which we started accepting.
Once I started getting concerned, I asked customers to wait a few days so I can take stock of what was happening and adjust to the situation.
It was repeatedly reported then in Facebook and Reddit that I was not going to Refund customers, further damaging my reputation and intensifying the situation.
I begged the Admin of the page by email to take the page down and quell the misinformation.
It was a circus, and spiralling out of control.
Hold Up Of Stock
As soon as refunds hit in such large volume I had to contact my factory and tell them to pause shipments - I had to sift through chargebacks, hundreds of emails and paypal reversals over the days to come.
By the end of the week my trading account was completely frozen.
A financial and administrative nightmare that unfolded.
Early November 2024
- I was frantically sending social media posts and marketing emails to right the lies, but everything was received with retribution from the growing social media interest.
- My mental health was rapidly declining
- I had to let go of my staff and the administration of the issues were insurmountable.
- Reports were made to Facebook and the E-Safety Commissioner to no avail.
- I had to take my shop lease on, but it remained closed and papered up.
- Members of the Facebook Group took to stalking my premises and posting images
- There are documented comments of the Admin "having fun" with the process and despite my pleas for it to stop they grew their determination to abuse me.
My Fabrics were stalled in China - I had paid for all the stock, but could not access funds to import it .
- The facebook group persisted relentlessly sharing the untruth that I didn't in fact have any fabric
- Physical stalking of me and my shop ensued and continued over the subsequent months including:
- Taking images above windows of my papered up shop and reporting what was seen on the Facebook Group
- Speaking with me as a customer, accepting my assistance and then posting photos of my private workspace that were taken secretly whilst in my store
- Casually Visiting the Shop and reporting on what I was doing
Seeking Assistance
- The combination of Conversations on Facebook about my home address being used inappropriately and the Physical Stalking of my store prompted me to go to the Police. I was directed to the Magistrates Court of Geelong to Seek a Personal Safety Protection Orders.
- As the offending Facebook Admin is a teacher, I also reached out to the Education Department for support but there was nothing in their jurisdiction to help me.
- I continued to apply to Facebook and ESaftey Commissioner to stop the group and after the story in the paper I also approached my Federal MP. Nobody was willing to assist me.
The Admin of the facebook group encouraged people to speak to a reporter from Murdoch papers who released story about my Liquidation in my local paper and speculating on whether or not I would deliver products to my customers. That same story was published in other Murdoch news around Australia.
Rapidly Declining Mental Health
- The abuse was taking a huge toll on my mental health
- Ambulance records describe a panic attack that saw me almost hospitalised
- Seeking the right mental health supports also presented as a huge problem
Dishonest journalism spread worldwide
- With the misinformation growing by the week a UK Sewing Chronicle published a completely un-checked article about me
- The American Sewing influencer published another video, encouraging artists to come forward who had not been paid
- The Admin of the Australian Facebook page published very personal emails between myself and a Chinese supplier who had been owed money in my liquidation. No context was provided and it was a clearly illegal breach of privacy.
Defamation Proceedings Started
- The Facebook Admin laughed in the face of the Concerns notice and openly published the details her Facebook Group
- She laughed in the face of it and refused legal counsel
- The cost of Defamation was mounting to an unmanageable level, and with such disrespect shown for the process I had to withdraw.
Intentional Interference in my capacity to earn an Income
- Members of the Facebook group took deliberate steps to interfere with my livelihood by contacting a potential client and undermining a professional opportunity that had been offered to me. This act constituted a form of injurious falsehood and intentional interference, resulting in a critical financial loss.
- Their actions completely destroyed any ounce of confidence I had left in me.
- Hundreds of Orders were shipped in December and early January
- Majority of Refunds were provided to customers
- With Lots more to go, I entered 2025 a very broken spirit
January, February, March I continued my fight to stay afloat.
- My Mental Health was at dangerous levels - Thankfully I was in good care of MY GP and Clinical Psychologist
- By February and my 4th appearance in court, the Magistrate recognised the impact the Defendants actions had, but in legal terms my case belonged in a Civil Defamation Court
- I withdrew and walked away from ever getting any justice
- My family was in torment
- Everyday customers were calling, mailing and messaging, many irate and some abusive
- The online harassment continued
By the End of March 2025 my Mental Health took a turn for the worse
- I was shown a Reddit post citing ways to "manipulate the manipulator"
- In a frenzied state, I posted a "F U" instagram post using an old photo of me with my middle finger up.
- I revealed the name and place of work of the Facebook Admin
- The event triggered a serious wave of dysregulation and anxiety symptoms
- I was experiencing PTSD-Like symptoms of Dissociation
This abuse continues, veiled as customer advocacy.
I had no choice but to remove myself entirely from all contact.
Late in May I felt confident to start to try, and more orders were underway with my factory. Unfortunately I found I still did not know how to deal with demands that come through as soon as I surface.
This is where I am.