Information - shipping and returns
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.
Standard delivery (1-5 business days)*
Express delivery (next business day)*
Free for orders over $80AUD (1-5 business days)
Standard: $ 5 (1-5 business days)
Express: $10 (next business day)
** You may be requested to pay further shipping charges in instance whereby you have requested a change in shipping address or delivery 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.
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.
* 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 and Sendle.
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: email@example.com to arrange an alternative.
Standard International delivery (4-12 business days)*
Express International delivery (3-5 business days)*
Free Standard: Orders over $80 (4-12 business days)
Standard: $10 Orders Under $50 - (4-12 business days)
Express: $30 (3-5 business days)*
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.
TAXES & DUTIES
GUY LAB unfortunately cannot be held responsible for any possible duties and taxes which may be applied by customs in the country where delivery is placed.
The responsibility for any custom duties, foreign taxes or other fees which may be imposed rest with the customer.
Should the customer refuse to pay duties and taxes held on an order applied by customs the responsibility lies with the customer to arrange for the order to be returned GUY LAB in order to receive a refund.
Refunds will only be issued once return orders have been received.
GUY LAB cannot be held responsible for the order should it be misplaced by Australia Post.
Please contact your local customs office or Australia Post for more information regarding taxes and duties payable in your region.
OWNERSHIP & RISK
GUY LAB cannot be held responsible for the order should it be misplaced by Australia Post or DHL Ecommerce.
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 Australia post or DHL Ecommerce on 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.
EXCHANGE & REFUNDS
GUY LAB wants you to be happy with your purchase, however for hygiene reasons we are unable to exchange underwear. This means that all underwear sales are final. Please ensure you are certain of your purchase before finalising the sale. If you have any product questions, for example: sizing - or have any issues with your purchase, please do not hesitate to contact firstname.lastname@example.org with your enquiry.
We do however accept exchanges and refunds on t-shirts and tank styles;
You may exchange your garment for any item of choice (subject to availability).
Please note exchanges will only be accepted if:
1. The goods are in saleable condition, in their original packaging with all tags attached
2. The goods have not been worn, damaged or washed.
3. You notify us to exchange within 7 days of receipt of goods.
4. The original invoice as proof of purchase is provided.
HOW TO EXCHANGE / REFUND
1. Request your return authorisation number (R.A) by emailing email@example.com 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.
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.
We will provide you with a refund on full-priced t-shirt and tank items.
The items are in saleable condition, in their original packaging with all tags attached .
The items have not been worn, damaged or washed .
You notify us for a refund/exchange within 7 days of receipt .
The original invoice as proof of purchase is provided .
The items are faulty (unless caused by you) .
Your items received are different to the goods you have ordered .
We do not refund original shipping fees.
For hygiene reasons we are unable to refund underwear. Unless deemed faulty. In this case please follow the steps above.
Please note: We do not refund sale goods unless deemed faulty.
Our return policy is in addition to your rights under the Australian Consumer Law.