FAQ’s

Here you will find a comprehensive list of our most frequently asked questions or FAQ’s.

If you can’t find an answer to a question you have about a product or service we offer, please don’t hesitate to contact us

Shipping

How much is shipping and how long does shipping take?

Below are estimated shipping times for AustPost and Sendle, we use a combination of both companies to ship our products to our customers.

PRICING

Standard Tracked Shipping $9.95

Express Shipping $12.15

Standard Tracked Shipping for Orders Containing Labels Only $5.00

Free Local Pick Up from 2170

POSTAGE & HANDLING INFO

All orders to be sent with tracking, no exceptions.

If an item is in stock we aim to dispatch within 3 business days, during busy periods or where an item is not in stock handling time may increase, we endeavour to communicate delays with our customers where possible.

Handling times vary for custom orders and are subject to stock availability, order quantity, current turnaround times and nature of the order. Custom order handling times will be communicated within the listing or direct to the customer.

Express Postage only expedites the shipping process, it does not expedite handling times, if you require your order urgently please contact us prior to ordering to arrange this, a rush fee may apply in some cases.

Postage times are just an estimate, and may vary or increase during peak periods such as Christmas, Easter, Mother’s & Father’s Day etc Make sure that when ordering you consider postage times and factor in possible delays during peak periods, we cannot control shipping delays once the goods are with our delivery partners, so will not take responsibility for items that do not arrive within your required time frame.

ESTIMATED SHIPPING TIMES

Express Post (Express Shipping Option): Next Business Day – this time frame may increase if you are outside of Express Post Network Areas

Parcel Post (Standard Tracked Option): Same State Metro – up to 2 Business Days.

Parcel Post (Standard Tracked Option): Same State Country – up to 5 Business Days

Parcel Post (Standard Tracked Option): Interstate Metro – up to 3-6 Business Days Depending on lodgement and destination points

Parcel Post (Standard Tracked Option): Interstate Country – up to 7-10 Business Days Depending on lodgement and destination points

International Express Post: Up to 2-4 Business Days in Major Metro Areas longer outside of this.

International Standard Post: 6 Plus Business Days

International Economy Post: up to 10-30 Business Days depending on area.

My item arrived broken or damaged what do should I do?

Should your item arrive damaged or broken, contact us at hello@rebeccajanesinghdesign.com.au within 48 Hours of receiving your item either broken or damaged. Please provide us with photos as evidence of the damage or breakage which may have occurred during shipping.

Please help us out by also reporting via lodging a complaint with the shipping company (either AustPost or Sendle) regarding the damage or breakage that occurred during shipping please include your tracking details as well as photos when lodging the complaint. We will also lodge a complaint with them on our end to try and rectify the issue.

In the meantime, we will either replace, refund, repair where possible or provide store credit for the broken or damaged item/s.

I think my parcel is lost, what do I do?

All items will be sent with tracking, should your parcel become lost during transit, you can use your tracking to lodge an investigation with Australia Post or Sendle to find out where your item is. They should provide information to you on what will happen next.

Alternatively contact us and we will lodge an investigation with Australia Post or Sendle on your behalf, we aim to get your items to you as quick as possible, but sometimes things do go wrong during the shipping process and we understand this can be frustrating for our customers, but we want to work with you, so please be patient with us while we work together to find a suitable solution.

Refunds,  Returns

 

& Returns

Why don't you accept return, refunds or exchanges on custom goods?

We are unable to accept refunds, returns or exchanges on custom orders and orders that have been personalised or branded, as these goods were made to order to your specifications and I would be unable to reuse or on sell them due to the personalisation or branding.

The only exception to this is where goods are faulty, the item does not match the description, is not fit for purpose or intended use, in which case the option for a refund, repair or replacement order will be offered.

What is the refund process?

Refunds will be provided where we are required to under Australian Consumer Law, such as if the item does not match the description, is not fit for purpose or intended use or is faulty etc.

We are not obligated to refund for change of mind purchases.

We are unable to refund custom orders and orders that have been personalised with the exception of where the item is faulty, the item does not match the description, is not fit for purpose or intended use or cannot be rectified by a repair or replacement.

Once work has commenced, deposits paid are non-refundable. Should a refund of the deposit be required prior to commencement of work a $5 administration fee will be deducted from the deposit prior to refunding.

Refunds will be processed via the method used to make payment. If you paid via PayPal you will be refunded via PayPal, if you paid in Cash you will be refunded in Cash. Unless otherwise agreed or stated.

Refunds on returns will not be processed until we have received the item back in original unused condition.

Refunds may be offered in circumstances where we are not usually obligated to offer a refund, these will be strictly at our discretion.

Where a refund is not required under Australian Consumer Law store credit, an exchange or repair may be offered instead.

Branding Packages

What file formats will I receive my logo in?

Generally we provide a range of files to our clients, these range from but aren’t limited to Ai, EPS, PSD, PDF, PNG, JPEG and SVG

If you require a specific file type or format, let us know at the commencement of the project or when signing off on the final files and we will ensure we include this in your portfolio.

Why do you take a deposit or full payment upfront?

We take a deposit or full payment upfront to secure your order. This also helps us to cover the costs associated with the commencement of your project.

Why do you take full payment before handover of goods/files?

As set out in our terms and conditions we take final or full payment from our clients before handover of goods or files to our clients.

This ensures that we are paid for our time and our work in a timely and efficient manner and ensures that all costs associated with the project or order are covered.

Custom Orders

What is the custom apparel ordering process?

From the options on the product page

  1. Select your colour.
  2. Choose your size.
  3. Choose your design position.
  4. Input your slogan, text or any notes or information about your order.
  5. Then if required upload your logo or artwork using the file upload button.
  6. Double check everything is correct before hitting add to cart!
  7. Once I receive your order, I will go over the information provided.
  8. Create your visual mock ups, then email you the mock ups to review via the email you provided at check out.
  9. You will then have the opportunity to provide feedback & make revisions to the design.
  10. Once you are happy and approve the design, I will go ahead & create your order!
  11. Once your order is finished, I will get it ready to ship to you and send through tracking details.

Custom Tees

 

Hoodies & Jackets

How long is custom order turnaround time?

Custom order turnaround times vary from project to project based on current workload, goods or services ordered and order quantity. Usually turnaround times are communicated during the second phase of the ordering process when finalising mock ups of the designs provided by email.

If you require your order urgently, we recommend letting us know prior to placing your order to ensure that we are able to deliver the goods or services within your required time frame.

In some cases where your order may need to be prioritised over other orders in the queue to meet your deadline, a rush fee may apply, however this will be communicated at the time of ordering.

How do I care for my custom apparel?
  • Cold Wash Inside Out with Mild Detergent
  • Line Dry Inside Out
  • Do Not Tumble Dry
  • Do Not Soak, Spot Treatment Only
  • Do Not Iron Directly Over Design, Iron on Reverse Side
Why don't you print licensed images on apparel?

Unless you have a license or express written permission to use another brands or companies licensed, copyrighted and/or trademarked logos, images or characters etc it is a breach or infringement of those licenses, copyrights or trademarks.

Such breaches or infringements carry hefty fines, closure of business as well as legal action towards you by the owner of the trademark or license to recoup lost funds while you were selling their designs. Business insurance doesn’t cover you for such infringements. Also believe it or not, despite what may people think, you cannot even create bootleg versions for personal use only, this is also a violation that can land you in hot water if caught.

I would much rather create you, unique custom designs.

What sizes do the garments come in?

Our Standard Core Range of Tees, Hoodies & Jackets come in a variety of sizes.

Ladies Tees 6-24

Mens Tees S-5XL

Kids Tees 2-16

Ladies Hoodies & Jackets XS-2XL

Mens Hoodies & Jackets XS-5XL

Kids Hoodies & Jackets 4-14

 

Ceramic Mugs

Are the printed mugs dishwasher safe?

Yes, they sure are! Top rack dishwasher safe.

Designed to last 3000+ cycles, even more if you wash your mug by hand.

Are the printed mugs microwave safe?

They sure are! You can even make a mug cake in them.

Vinyl Labels &

 

Vinyl Decorated Items

My labels aren't sticking to my surface, what do I do?

Make sure your surface is clean and dry, did you clean the surface with the alcohol wipe provided? Ensure there is nothing stuck to the sticky side of the label.

Re-read over the application steps and make sure that you haven’t missed a step in the process that could have caused your label to not adhere to the surface correctly.

You will need to apply reasonable pressure to the surface to ensure that the label will separate from the clear transfer layer when peeling away.

If you still cannot get them to stick, pop us a message either here or DM me on Instagram

The label won't separate from the clear transfer layer, what do I do

It is possible that you need to apply more pressure and rub the surface of the clear transfer sheet a little more firmly before attempting to peel back and remove from the label. Usually all you need is a little more pressure and the vinyl will adhere to the surface and the clear transfer layer will peel away.

Sometimes in inclement weather you might need to leave the transfer layer to sit on the surface of the item for 12-24 hours before peeling off as inclement weather can sometimes impact application.

Otherwise if that isn’t working, you may need to clean your surface more thoroughly prior to application as there may be some residue left over preventing the decal from adhering correctly.

Are my labels and vinyl embellished items dishwasher safe?

Whilst our labels are made of the highest quality vinyl, all dishwashers and their time & temperatures vary which makes it difficult to recommend blanket settings suitable for vinyl decals. Sometimes the high heat produced by many dishwasher cycles can reactivate and weaken the cured adhesive of the vinyl decals causing them to lift or peel from the surface over time.

It is recommended that you hand wash items that you have purchased with or applied our vinyl labels to. Warm soapy water is best, and it is recommended you avoid abrasive scrubbers & sponges to get the best wear out of your decals on each item and keep them looking like new.

Can my label be removed from the surface once it has been applied?

Yes, it is possible to remove vinyl labels from most surfaces with a bit of effort, however there may be a bit of sticky residue left behind depending how long the decal was on your surface and whether it was permanent vinyl or removable vinyl.

You can clean up any sticky residue with a bit of rubbing alcohol or eucalyptus oil depending on the surface.

Will my labels peel off?

Our labels have been quality tested by real kids on real lunchboxes and drink bottles as well as glassware and other items to ensure they last the test of time and can survive general use.

If you follow the application as well as care instructions carefully, our vinyl labels should not peel off. However with some effort they can be removed.

If picked at by curious fingers they may peel off or the edges of the labels adhesive may weaken which may result in peeling overtime.