SHIPPING

Australian shipping

All Australian domestic orders are shipped using Sendle or Australia Post. Please note orders shipped with Australia Post do not require a signature on delivery. Please ensure you provide a secure address for items to be posted to. We recommend providing a daytime address where someone will be available to collect the order between 9am–6pm, Monday–Friday. If an order is returned to us due to a delivery being missed. Re-delivery will be at the expense of the customer. We will do our best to ensure orders are dispatched within 24hrs of being received.

We offer

Standard delivery (1–5 business days)*
Express delivery (next business day)*

Shipping charges

Standard: Free (1–5 business days)


Express: $10 (next business day)

**Please note** You may be requested to pay further shipping charges 
in instance whereby you have requested a change in shipping address or delivery time.

Standard shipping time

Once dispatched, Australia Post provides GUY LAB customers with a 2–3 business day delivery service within metropolitan areas, however, please allow an additional 1–2 business days for locations outside of metropolitan areas 
and up to business 5 days for Western Australia.

Express shipping time

Once dispatched, orders shipped by express post can be expected to arrive within 1 business day for metropolitan areas and up to 2 business days for non-metropolitan areas and Western Australia.

*All shipping times provided are based on estimations by our shipping providers. We cannot be held responsible for any delays outside of our control.

International shipping

**Please note** We are currently experiencing COVID–19 Delays on all routes to all countries. Some parcels are taking up to 30 days on top of advised delivery times. We ask for your patience at this time. Please also monitor your parcel with provided tracking. The fastest way to track your order is to contact your local postal service as they will be able to advise you of a more accurate delivery schedule.

At this time we recommend our express shipping service as most parcels are being received in 5–7 days.

We ship globally using DHL Ecommerce, Sendle and UPS.

Please ensure you provide us with a secure address for items to be posted to. We recommend providing a daytime address where someone will be available to collect the order between 9am–6pm, Monday–Friday. If an order is returned to us due to a delivery being missed. Re-delivery will be at the expense of the customer. Should you require a shipping service that requires a signature on delivery or faster service, please email: info@guylab.co to arrange an alternative.

We offer

Standard International delivery (4–12 business days)*
Express International delivery (3–5 business days)*

Shipping charges

Free Standard: Orders over $150 (4–12 business days)
Standard: $10 Orders Under $150 (4–12 business days)
Express: $30 (3–5 business days)*

Shipping time

Once dispatched all international orders have an estimated delivery time of 7–14 business days*.

*All shipping times provided are based on estimations by our shipping providers. We cannot be held responsible for any delays outside of our control.

FAQS

Where are GUY LAB products made? 

All of our garments are Made locally right here in Australia. We work closely with our local makers to co create garments of high quality and of an ethical nature. 

Local Production allows us to ensure a very high level of supply chain transparency while helping to preserve the local fashion Industry. This not only reduces our carbon footprint we are also able to see our garments being produced from start to finish, knowing that our makers are being paid fair wages and are being treated fairly. 

What are GUY LAB’s products made from? 

All of our products are made from GOTS certified organic cotton. Our cotton is responsibly sourced from certified organic farms and milled locally here in Australia. No toxic chemicals are used in the growing of our Organic Cotton. It doesn’t damage the soil, has less impact on the and uses 88% less water and 62 % less energy than conventionally grown cotton. It is also extreme

How does GUY LAB underwear fit? 

Our underwear sizing ranges from S-XL. Garments fit true to size. The fit is usually slightly firm and snug. We recommend sizing up if you require more room. 

Whats the best way to look after my GUY LAB Underwear? 

We advise to wash all of our garment on a cold gentle cycle with like colours to prolong the lifespan of your underwear. We don’t recommend tumble drying and encourage line drying to reduce your personal energy consumption. 

Where can I buy Guy Lab underwear? 

We currently exclusively stock our underwear on the web store. We ship globally and provide express shipping. 

Ordering

An item seems out of stock. What do I do? 

You can register your interest for an out of stock style by completing the notification dropdown that will appear on the product page if a size is not in stock. Alternately you can always contact us at info@guylab.co

Can I change my order after placing it? 

If you realise you want to change your order after placing it, please contact us on orders@guylab.co as soon as possible so we can change the order before it gets sent out to you. We cannot guarantee that the change will be possible, it depends on the status of the order and stock availability. If we cannot change your order directly in our system, you are welcome to return it to us once you receive it and we will help you make a change.

Is it safe to order online? 

It is our outmost importance that our customers feel safe ordering from us. For your safety, we dont process any payment information, and only work with the leading payment providers PayPal, Apple Pay and Afterpay to handle all payments. 

What types of payments do you accept? 

We accept different payment methods depending on what country you are in, but for all countries we accept credit card and Papa. We also offer Afterpay to our Australian Customers. At check out you will be able to see what payment method is available for you. 

Will I be charged with tax if I order from outside of Australia? 

For countries outside of Australia, we ship DDP, which means it is up to your local customs to decide the amount of tax you need to pay on your order. 

When will I receive my order? 

Depending on what you choose the delivery time might vary. However, we aim to send out all orders the next business day after being place. However, we cannot guarantee the delivery times are exact. Please not due to COVID -19 we are experiencing delays on all routes. 

Can I change my address after placing the order? 

As long as your parcel has not left our warehouse we are able to change the delivery address, but please double check before placing the order that the  address is correct. If not, try to contact us at orders@guylab.co as soon as possible and we will do our best to help. 

How can I track my order? 

Once your order ships from our warehouse, you will receive and email with tracking information to the chosen shipping company such as senile, Australia Post or UPS. 

Please note for all international standard orders we recommend tracking your order through you local postal service n your country. They will have the most up to date tracking information. 

My order seems lost, what can I do? 

We aim for all packages to have a safe journey to you, but despite this packages can get lost on the way. If you suspect this has happened to you, please contact us at orders@guylab.coand we will help you track your package and help you with a replacement order. 

I received a faulty item. What do I do? 

We aim to hae a zero tolerance to faulty items being sent out, but if in the unlikely event, this were to happen. Please contact us directly at info@guylab.co with a picture of the faulty garment and we will help you proceed with a reclamation and composure you the best way possible. 

RETURNS

Returns Policy

We accept returns or exchange of unused items within 14 days from the date you receive your items. With the exception of clearance items and underwear due to hygiene reasons. Items purchased on sale are eligible for exchange only. Refunds are applied to full priced items only when deemed faulty. We require merchandise to be returned in its original packaging, unworn and with all tags attached. Kindly try on all underwear and swimwear over your own undergarments. 

How to exchange/refund

1. Request your return authorisation number (R.A) by emailing info@guylab.co within 14 days of receiving your order.
2. Please include in the email your customer order number, and which item(s) you would like to exchange/refund.
3. Once your refund/exchange has been approved we will send you an email with your (R.A) number.
4. We will advise you via email where to return your items to.

Please note return postage is to be paid by the customer. We will however cover the cost of shipping your new item out to you. Refunds will be made to the original purchaser’s credit card. Return shipping will not be refunded unless the item is deemed faulty. Return shipping must be prepaid via traceable method (we recommend registered post) to ensure safe and documented delivery.

CONTACT

Customer Care & General Enquiries

info@guylab.co

Order Enquiries

orders@guylab.co

Press Enquiries

info@guylab.co

Wholesale Enquiries

sales@guylab.co

TERMS & CONDITIONS

The following information sets out the conditions of use of www.guylab.co ("the website"). GUY LAB PTY LTD ABN 92 603 391 411 are the operators of the website.

1.APPLICABILITY
By accessing this website, you have agreed to be bound by the terms and conditions as set out below.

2. GOVERNING LAW
You agree that in the event of any dispute of any nature that may arise between you and us, these terms and conditions shall be governed by and construed exclusively in accordance with the law of Australia and NSW.

3. DISCLAIMER
You understand and accept that to the fullest possible extent permitted in law, we accept no responsibility for any loss or damage or injury caused to you or your hardware or software whether such loss or injury is caused directly or indirectly by your use of this website.

4. COPYRIGHT & PLAGIARISM
You acknowledge that we own or may own or control copyright and/or other intellectual property rights in the look and feel of the website and its contents including any sounds, music, text, graphics, data, stills, photographs and moving images. Such intellectual property rights shall include all registered and unregistered intellectual property rights of any type or nature including trademark  and copyright. You further agree that you will not infringe these rights by any method or manner now known or as may exist in the future.

5. PURCHASE TERMS
In the event that you buy any goods or services using our website you will be bound by such terms as are notified by us to you in the process of the purchase, as indicated on the website­ or on any email received by you from us in the course of the purchase process.

6. In the absence of any email sent by us to you, the terms will be as specified within these terms and conditions or those specified on the website itself concerning the price of the goods, the methods of acceptable payment­ and the timing of such payments, and the requirement by you to pay such additional carriage and freight charges as may be specified on the website.

7. We have no responsibility to supply to you any goods or services as may be advertised for sale or supply on our website. When you place the order for goods or service­s, you are making a legal offer to us, which we may or may not accept. A legally binding contract will only exist between us when you receive written confirmation from us (by e-mail or otherwise) that confirms your order.
8. In the event of any discrepancy between the terms and conditions specified or highlighted on the website, and these terms and conditions, and or such terms and conditions­ as are specified in an email sent to you by us, in the course of a purchase, the prevailing terms will be those most favourable to us.

9. VARIATION
No terms agreed between us will be varied unless such a variation has been agreed by us in writing. However, we reserve the right to supply to you goods that are of an equivalent style, type and quality as those selected by you from the website, at the same price than those you ordered.

10. CANCELLATION & RETURNS: GOODS
You may return such goods as are supplied by us to you (excluding underwear, socks, and goods purchased on sale) provided: you notify us by email (to info@guylab.co) within 14 days of receiving your order. Please include your customer order number and description of the item(s) you wish to return. Upon our receipt of your email and our approval you will receive an email advising you of an RA number to be included with your return.You are then required to return the items within seven days of receipt of this email to: GUY LAB Returns 22 Ross St Newport Beach NSW Australia 2106. The return items must be returned in their original saleable condition, unwashed and unworn, with tags attached and in original packaging.The items are returned at your expense to the return address specified above; if the return conditions are met we will refund you for the amount you originally paid for the items (excluding shipping fees) within 5 business days from the date we receive the goods back from you. Please allow 10 business days for the refund of monies to your account. Goods purchased "on-sale" will not be refunded other than in the event of them being faulty. We will not be responsible for any return packages sent to us which are sent by other than a track able mail or freight method. We recommend registered post.

11. RETURNS & EXCHANGE: GOODS
You may exchange such goods as are supplied by us to you (excluding underwear, socks and goods purchased "on-sale") provided: you notify us by email to orders@guylab.co within 7 days of of receiving your order. Please include your customer order number and description of the item(s) you wish to exchange. Upon our receipt of your email and our approval you will receive an email advising you of an RA number to be included with your return.You are then required to return the items within seven days of receipt of this email to: Guy Lab Returns Department 22 Ross St Newport Beach NSW 2106 Australia. The return items must be returned in their original saleable condition, unwashed and unworn, with tags attached an in original packaging. You may exchange items to items of the same value, in other colour, size or style.

12. NON - RETURNABLE GOODS
In the following circumstances goods shall be treated as being "non-returnable": where the price of the goods was dependant on fluctuations in the financial market outside of our control; where the goods have been at your request personalised; where the goods by their nature cannot be returned; goods which by their nature for hygienic reasons cannot be resold once returned including, underwear socks and swimwear, goods which have been worn, washed and used.

13. OWNERSHIP OF THE GOODS AND RISKS
Ownership and risk of damage of the goods passes to you upon delivery at your specified delivery address. As a signature is not required by most delivery options, please ensure you provide a secure shipping address. We recommend providing a daytime address where someone will be available to collect the order between 9am-6pm, Monday - Friday.We advise checking to ensure your package is intact when receiving your goods. Further details regarding our shipping processes and policies can be found elsewhere on this website.

S14. RIGHTS OF THIRD PARTIESThis agreement is between you and us and not any third party, and this agreement is not intended to confer any rights of any nature upon any party other than you and us and our legal associates.

15. PRIVACY AND DATA PROTECTION
We have provided a privacy policy that can be accessed on this website by way of the "privacy" tab, and that policy should be regarded as part of the terms and conditions of use of this website.

16. COMMUNICATIONS FROM US TO YOU
If you have any queries or concerns relating to our website or our products or services­ or these terms and conditions please forward your query to the following email address:[info@guylab.co]17. If you do not wish to receive unsolicited information about future products or services­ from us, then please inform us in the manner specified on our website or email us as indicated above simply stating: unsubscribe.

18. COMMUNICATIONS FROM US TO YOU
If now or in the future our website facilitates you sending us information, images, comment or data of any nature by email or otherwise which is then displayed on any notice board, open discussion forum or similar communally accessible and interactive site, you must ensure that such material is not defamatory or offensive, untrue, racially offensive or an incitement to racial hatred or otherwise in breach of an individual’s right to privacy or human rights or actionable in law in any jurisdiction.

19. In the event that you do post such material on our website, such consequences that may directly or indirectly follow will be entirely your responsibly and not ours, and you agree to indemnity and hold us harmless from any action or consequences that may arise in such circumstances.

20. In the event that we receive any material from you that in our view (whether reason­able or unreasonable) is potentially actionable or otherwise objectionable, we reserve the right to withdraw the material without notice or reason, and without giving­ rise to any claim by you against us for so doing.

21. All information that you supply to us under any circumstances shall be to the best of your knowledge and belief, true and accurate, and not misleading in any manner.helpful advice

22. Please take full responsibility for your own security when using the internet and do not under any circumstances disclose your bank details, credit card details, your personal user name or password or other such information to any other person unless you are confident that the information will not be misused by that person.

23. Please also ensure that you do not leave your personal computer unattended while it is in operation unless it is safe to do so, and be aware that public forums and chat rooms are often used by people as a means of exploiting others and obtaining personal­ information about you.

24. We can change or update these terms and conditions at any time and will publish the updates on guylab.co. You should check these terms and conditions when you visit guylab.co

SATISFACTION GUARENTEE
If you are not satisfied with one of our products at the time you receive it, or if one of our products does not perform to your satisfaction, you may return it to us within 7 days for replacement, exchange or a refund. Please note we do not cover the cost of returning the item to us. When sending items back, please ensure they are sent by traceable method.

PRIVACY POLICY

1. INFORMATION COLLECTION AND USE

We do not collect personally identifiable information about you, except when you provide it to us. For example, if you decide to complete a survey, you may be asked to provide certain information such as your contact information (name, e-mail address and mailing address), gender, birth date, age group and product concerns, and the brands and products you use. We do not collect sensitive personal information such as political or religious beliefs, heath status, ethnic background or sexual preference. If you submit your personally identifiable information on this website, you are giving your consent to the collection, use and disclosure of your personal information as set forth in this privacy policy. If you would prefer that we not collect any personally identifiable information from you, please do not provide us with any such information. If you choose not to provide that information, then we will not be able to send you information we would otherwise send to you that may be of interest to you.

The information you provide may be used by us for the purpose of creating and delivering to you our catalogues, surveys, and other communications containing product information, and promotions. If you prefer not to receive e-mail communications or our catalogue, please see section 8 below. When you visit this website or view one of our e-mails, we may use pixel tags (also called "clear" gifs) and/or similar technology to note some of the pages you visit on our website and personalize your experience. We may also use pixel tags to determine what types of e-mail your browser supports. We may use the information collected through pixel tags in combination with your personally identifiable information as set forth in this privacy policy.

We may use the information you provide in aggregate form for internal business purposes, such as generating statistics and developing marketing plans. We will not sell or rent your personally identifiable information to third parties without your consent, except as disclosed in this privacy policy. We may collect, store or accumulate certain non-personally identifiable information concerning your use of this website, such as information regarding which of our pages are most popular. We may share or transfer such non-personally identifiable information with or to our affiliates, licensees and partners. This may include disclosure of your information to overseas recipients for the purposes disclosed in this policy. The countries where our overseas recipients are located include the US, UK, Canada and New Zealand.

We may disclose any information, including personally identifiable information, we deem necessary, in our sole discretion, to comply with any applicable law, regulation, legal process or governmental request.

2. COOKIES AND LOG FILES

We may place a "cookie" on your computer's hard drive so we can recognize you as a return user and personalize your experience. A cookie is a piece of data that enables us to track and target your preferences. The cookie will be stored on your computer's hard drive until you remove it. You can have your browser notify you of, or automatically reject, cookies. If you reject our cookie, you may still use our website, but you may be limited in the use of some of the features. Some of our business partners may also use cookies on our website. However, we have no access to, or control over, these cookies and do not accept any responsibility for such use.

In addition, we may use IP addresses to analyse trends, administer our website, track traffic patterns, and gather demographic information for aggregate use. Except as otherwise disclosed in this privacy policy, we will not use IP addresses in combination with your personally identifiable information without your prior consent.

3. THIRD PARTIES

We may retain other companies and individuals to perform functions on our behalf. Examples include data analysis firms, customer support specialists, web hosting companies, and fulfilment companies (e.g., companies that coordinate mailings). Such third parties may be provided with access to personally identifiable information needed to perform their functions, but may not use such information for any other purpose. Such third parties may also use the information collected in aggregate form for their internal business purposes, such as generating statistics for marketing materials. Please be aware that your information may be disclosed to overseas recipients for the purposes disclosed in the policy. Please check here for our third party provider’s privacy policy for further information including a current list of the countries which may be involved.

4. LINKS

This website may contain links to or from other websites. Please be aware that we are not responsible for the privacy practices of other websites. This privacy policy applies only to the information we collect on this website. We encourage you to read the privacy policies of other websites you link to from our website or otherwise visit.

5. SECURITY

We implement various security measures to protect the security of your personal information, both on line and off line. If you have any questions about security at our website, you can send an e-mail to info@guylab.co

6. BUSINESS TRANSFERS

As we continue to develop our business, we might sell certain of our assets. In such transactions, user information, including personally identifiable information, generally is one of the transferred business assets, and by submitting your personal information on the website you agree that your data may be transferred to such parties in these circumstances.

7. NOTIFICATION OF CHANGES

We may revise this privacy policy from time to time. If we decide to change our privacy policy, we will post the revised policy here. As we may make changes at any time without notifying you, we suggest that you periodically consult this privacy policy.

8. CHOICE/ OPT–OUT/ ACESS

When you complete a feedback form or one of our surveys, you may opt-out of receiving future e-mail communications from us. You may gain access to your personally identifiable information held by us at any time on reasonable notice. You may change your e-mail preferences at any time by clicking the "unsubscribe" link at the bottom of each e-mail you receive from us or by e-mailing us at info@guylab.co

If you make a request for more detailed personal information, for example, access to information held in archives, you may incur a fee to cover the cost of retrieval and the supply of this information to you. All requests for access to personal information will be handled as quickly as possible and we shall endeavour to process any request for access within 30 days of having received the request. Some requests for access may take longer than 30 days to process depending upon the nature of the personal information being sought.

We may be required by law to retain personal information for a period of time after you have ceased your relationship with us.

We are not always required to provide access to personal information upon request.

Access may be refused in a number of circumstances such as:

Where the information may relate to existing or anticipated legal proceedings;
Where required or authorised by law;
Where the request is regarded as frivolous or vexatious.
If access is denied, we will explain why.If you are not satisfied with the result of your request you can refer your request to the Federal privacy commissioner, who can be contacted:

By telephone: 1300 363 992

By writing to: office of the federal privacy commissioner

GPO box 5218

Sydney NSW 1042

9. Comments

We have taken great measures to ensure that your visit to our website is an excellent one and that your privacy is constantly respected. If you have any questions, comments or concerns about our privacy practices, or request for access to your personally identifiable information, please contact us by e-mail at info@guylab.co

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