Shipping & Returns

Most plain, printed and embroidered orders are processed in approximately five business days.

For first-time custom print or embroidery orders, production timing begins once you have approved your artwork proof.

For plain products and orders placed through an existing approved BrandThreads range, timing begins when the order is placed.

Every first-time decorated order receives an artwork proof before production. Repeat orders will use your previously approved artwork unless you request a change.

Once your order and artwork are approved, your order-status page will display the latest expected dispatch information.

Custom-manufactured and sublimated products require additional production time. Please contact us for a quote and estimated delivery date.

Changes and cancellations

Orders can be changed or cancelled until production begins. Once production has started, changes and cancellations are no longer available.

Please check all artwork proofs carefully. BrandThreads cannot cover the cost of remaking products where incorrect artwork, spelling, colours or positioning were supplied and approved by the customer.

We currently deliver throughout Australia using Australia Post and Aramex.

Shipping rates

• Standard delivery: $9
• Express delivery: $14
• Free standard delivery: Orders over $250 after discounts, including GST

Orders qualifying for free standard delivery can upgrade to express delivery by paying the $5 difference.

Express delivery applies to the freight service only. It does not reduce production or decoration time.

Please allow approximately three to five business days after dispatch for delivery. Regional, remote and carrier-affected deliveries may take longer.

Tracking

Tracking details are sent by email when your order is dispatched and can also be viewed from your BrandThreads account.

Authority to leave is applied by default.

Where one item is unexpectedly delayed, we may split the order and send the available products first. There is no additional delivery charge for a split shipment initiated by BrandThreads.

Missing deliveries

If tracking shows that a parcel has been delivered but you cannot locate it:

Lodge an enquiry with the delivery carrier.

Let the BrandThreads team know.

We will also follow the delivery up from our side.

Where the carrier confirms that a parcel has been lost, BrandThreads will lodge a claim and arrange a replacement.

If an order is returned to us because the delivery address was incorrect or the parcel was not collected, a second delivery charge will apply.

Returns and exchanges are available within 30 days for plain, undecorated products only.

Returned products must be:

• Unworn
• Unwashed
• In their original condition
• With original tags attached
• In their original packaging
• Free from marks, odours, hair or other damage

Eligible plain products may be exchanged, returned for store credit or refunded to the original payment method. Sale, clearance and discontinued plain products can also be returned if they meet the conditions above.

There is no restocking fee.

Before returning anything, please lodge a request through your BrandThreads account and wait for return instructions.

Return costs

For change-of-mind returns and exchanges:

• Return postage is paid by the customer.
• Original delivery charges are not refundable.
• Replacement delivery charges apply to exchanges unless the original order qualified for free standard delivery.

Plain items may also be returned directly to our Pakenham warehouse after your request has been approved.

Approved refunds are generally processed within 24–48 hours after the returned products have been received and inspected. Your bank or payment provider may take additional time to display the refund.

Plain samples are covered by the same return conditions. Where arranged with our team, the sample value may instead be credited toward your decorated order.

Please report faults, transit damage, incorrect products or decoration errors within 14 days of delivery so we can resolve the issue promptly.

Lodge your request through your BrandThreads account and include:

• Your order number
• A description of the issue
• Clear photographs showing the problem

Please do not return the products until our customer-service team provides instructions.

Where BrandThreads has supplied a faulty, damaged or incorrect product, we will cover the reasonable return cost and provide the appropriate remedy, which may include repair, replacement or refund depending on the circumstances.

Nothing in this policy excludes or limits any rights or remedies that cannot be excluded under the Australian Consumer Law.

Email: contact@brandthreads.com.au

Phone: 03 9029 5325

Our customer-service team will help with delivery enquiries, return requests, exchanges and product issues.