FREQUENTLY ASKED QUESTIONS (FAQ’s):
I entered the wrong shipping address in my order, what can I do?
If you have entered the wrong shipping address into your order, and your order has been placed, please contact our staff immediately at firstname.lastname@example.org – our staff ships out items within 24 hours, so if an item gets sent out to the wrong address supplied, we cannot recover those losses.
When can I expect to receive my order?
DYE SHIPPING TIMES:
Our high grade premium apparel is shipped out directly from Melbourne, Australia (AU).
Australian Shipping Times: Within 7 Working Days (3-7)
International Shipping Times: Within 21 Working Days (7-21)
If your order still hasn’t arrived within those shipping times, please contact support at email@example.com (we will work to track your order and resolve the issue effective immediately!)
I didn’t receive the item that I ordered
If you didn’t receive the item that you ordered, please contact our friendly staff at firstname.lastname@example.org who will work to track your items effective immediately.
I have chosen the wrong items or size IN MY ORDER
If you have placed the wrong item or size in your checkout, and have already placed your order, contact our staff immediately at email@example.com, with all your relevant details, so that our team can promptly resolve the issue and ship out the correct size and items. If, for whatever reason, you have failed to notify our team within 24 hours of placing your order, you will have to wait till you receive your items, and then return those items, using the following the instructions from our DYE RETURNS POLICY (see below)
I received a faulty item
In the rare case that you have received a faulty item, please contact our friendly staff at firstname.lastname@example.org and outline that you’re a reporting a FAULTY item in the subject of your email. We will need the following details from you in order to proceed with replacing your faulty item o Your Order ID number o Pictures and description of the issues you have with the faulty item o Any relevant contact information Please note that we will not replace any items that appear to have been worn, washed or tampered with. The item must be in near new condition.
Do you ship to my country?
Our DYE Premium range ships out world-wide
I received the wrong item/size
In the rare case that our staff have sent you the wrong item, or size, that you requested, please contact our friendly staff at email@example.com with your relevant contact information and Order ID number, and we will have you return the item (free of charge), and ship out the correct item as soon as we’ve received the incorrect order.
Do you have any retailers where I can walk in and buy your clothes?
As of current there are no physical retailers that stock our products. However, if you’re interested in being an exclusive DYE retailer feel free to message our friendly staff at firstname.lastname@example.org.
DYE RETURNS POLICY:
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 14 days of receipt. We will issue a refund on receipt, or exchange the item for a different size / colour if preferred. Shipping is only refundable if you receive faulty goods.
Please note: The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility. The parcel can take up to 7 working days to be returned to our Warehouse, unless sent via special delivery. Returns for incorrect sizes are accepted within 7 days of purchase. We only accept returns for other items or a credit note. The buyer agrees to cover the cost of postage for a returned item, we will accept the charges of sending back the replacement. We will assess refunds on a case by case basis. We accept returns for size exchanges and faulty products only. Items that are returned must be in 'as new' condition. We do not accept returns on items which have been worn / washed / used in any way. Returns must be actioned within 14 days. Refunds are only given for faulty items. In any other case we offer size exchange / store credit. We are proud to be prouducers of high quality apparel - if there are any problems you encounter with our products or services, please let us know via email - email@example.com We will always work with customers to resolve any issues :)