Design & Production
Who design your products?
We design all of our products ourselves here in our humble studio, in Melbourne, in Australia. We're actually part of a UX & Digital Design agency called Relab. So basically, our day job is designing, developing and producing works for our clients... But on the side, we're so passionate about our project Relab Goods and it's potential impact to ourselves, our friends, family and the wider community!
Where are your products made?
Heart-to-heart, being super honest.. We're a complete newbie in this whole supply chain. Given that we're starting this project with minimum resources, in the short term we rely on our suppliers to source, produce and fulfil product orders. We try our best to find out how the products are being sourced, produced and handled. So far, we opt for the most lawful, ethical, sustainable and safe process all together. Most of our products are sourced from Honduras, Nicaragua, Guatemala, Mexico and The United States. Production and fulfilment happen between the US and Australia. As you can imagine, it's very hard to be in control and be accurate at the moment. But it is our ongoing commitment to better our knowledge and processes as we find our foot in the game over time.
Are your products limited?
The production of our products are not limited as long as stock is available. However, our collections may last only for a period of time. Our intention is to come up with new designs, concepts and messages throughout the year. So when a season changes, some designs may stay and others may discontinue.
How does the sizing work for your clothing products?
The fit and styling of our product collection varies depending on the blanks that we use for the particular collection. We try our best to provide sizing and fit information on each of our product pages. Make sure you read through the "Sizing" info before you purchase.
Shipping, Orders & Returns
Do you post worldwide?
Yes we do! And we're actually pretty proud of this :D Given that our fulfilment happens between Australia and the US, we can deliver worldwide. Of course shipping times and costs varies... Read the next few FAQs on this.
How much does shipping cost?
Since we're shipping worldwide, each region has its own shipping rate. The shipping calculation also depends on a number of variables like what item you ordered, where it's coming from, how heavy are they and where it's going. When you add your items to cart and fill in your delivery address in the Checkout system, you'll be able to see an accurate calculation of your shipping cost before you decide to commit to the purchase.
How long will it take for my order to arrive?
Good question! And we appreciate this is an important one for most of us. Each of our item is made to order, so you'll need to allow time for the item to be produced and on top of that you'll need to add the actual shipping time. Since we're currently outsourcing our fulfilment between the US and Australia, delivery time varies depending on where you are in the world. For example, if you're in Australia and the product is being fulfilled in the US, it can take somewhere between 2-3 weeks before you receive your item. But if you're in Australia and the item is fulfilled in Australia, then you'll be receiving it within a week or two. The whole COVID-19 situation doesn't help either... For now, we thank you for your patience as we work out better options to handle delivery so they can get to you as fast as it can. We're tying hard >_<
Can I track my order?
Yes absolutely! It would be rude if you can't :) All orders will be sent out with a tracking number attached to it, no matter which delivery company does the job. You will receive a shipping confirmation email with a tracking number (in a form of a link) attached to it. You just need to click on it and you'll be redirected to the tracking information page. If you're having trouble with this, send us an email at firstname.lastname@example.org and one of our team members will be happy to help you out.
Can I exchange or return my order?
You can return your order. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Returns will be refunded to the original form of payment. However, at this stage we can only accept returns and claims for the following reasons:
- Damaged or defective items
- Wrong items
- Lost packages
And because of our current logistics and systems, unfortunately we are unable to accept exchanges, returns for change of mind and returns on sale items or gift cards. To read more about the Returns process go to our Returns & Refund Policy page.
What happens if I got the wrong item or if it’s damaged?
Please inspect your order once you receive it and contact us immediately if the item is damaged or if you receive the wrong item. We will promptly evaluate the issue and make it right. Any claims for wrong, damaged or defective items must be submitted within 30 days after the product has been received. Make sure your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To read more about the Returns process go to our Returns & Refund Policy page.
Sales & Payments
What payment methods do you provide?
All payments for items purchased through relabgoods.com.au is made through a secure payment gateway. A proof of purchase receipt for the transaction will be sent via email immediately upon purchase. We accept major payment providers like American Express, Visa, Mastercard, PayPal, Apple Pay, Google Pay, Shopify Pay and Afterpay (for Australian customers only).
Do you have a physical retail shop?
No we don't. But don't you worry, we aspire to have a physical presence in time, which might start with a little pop-up kiosk. Do keep an eye on our social media to follow our journey and activities.
What is Relab Goods?
Relab Goods is an initiative born off the back of the historical COVID-19 pandemic impacting many in the society, circa 2020. Created by the team at Relab Studios – a digital design consultancy based in Melbourne, Australia – Relab Goods aspire to help raise awareness in the subject of mental health and do its part to help build resilience, while appreciating survival stories.
Are you guys a charity? Or do you donate your profits to a charity?
We're not a charity nor are we a social enterprise. We are a side-hustle, a passion project, and we're for-profit. Having said that, 20-50% of our profit gets donated to 3 mental health services charity that we admire and respect. You'll be able to see how much profit we donate on each of our collection and product page. This bit is important to us... Read more about how you contribute when you buy from us.
Are you open for a project or a collaboration?
Yes we are! If you're interested in collaborating or have creative ideas around the topic of resilience, survival and mental health, we're all ears. Reach out to us at email@example.com
I need to talk to someone about an enquiry. Who do I reach out to?
You can start with a general enquiry to firstname.lastname@example.org and our team will direct you to the best contact relevant to your question or enquiry.