FAQs

Custom Team Wear

• How do I order custom team/club wear for my school or club?
  • If you're looking at getting your own garments designed by our team you can contact us on support@theregattashop.com.au or if you already gave a design in mind you can submit it through our Design Lab.
    

• How long does custom/printed merchandise take to produce?
  • We work on a 2 - 3 week turn around timeline but can usually make smaller timelines work.

• Can I see a proof/mockup before my order goes into production?
  • For all custom designs we will send you mock-ups for you to confirm or make any changes before production.

• Is there a template I can use to submit my club's design or colours?
  • We'd love for you to include as much detail as you can about colours and logos either in your email or on the Design Lab.

Events & Pre-Orders

• When do pre-orders close?
  • We aim to close our pre-orders 2 - 3 weeks before the event to accommodate production. This can differ in either direction for certain events. Please check your specific events information page linked on the home page of our website for dates.

• Can I still order once an event's pre-order window has closed?
  • You cannot place an order for an event with closed pre-orders until the event is over. We have an onsite presence for majority of our events so you can also usually purchase on the day! 

• Will my order arrive before the event date?

  • For most events that we are onsite for, your pre-order will be available to collect from our merchandise stall during the competition. There are some exceptions to this, where pre-orders are organised to be shipped to the school for distribution prior to the event.

    Unfortunately, while we endeavour to have orders arrive before events, we cannot guarantee this if you are ordering for an event we aren't onsite for, due to narrow turnaround windows and shipping/production time.

• What happens if an event is postponed or cancelled — can I get a refund?
  • While rare, we have had instances of events being cancelled or postponed last minute. If your event is postponed, we will always try our best to make the new event date work for an onsite presence, in which case all pre-orders will automatically be available on the new date. If your event is cancelled, we understand you may no longer want the merchandise. If the cancellation is made before production, we will contact all customers before producing anything and will offer full refunds.

• Do you offer merchandise for events not currently listed on the site?
  • All of our merchandise ranges are shown on our website. We are always adding new events and updating collections every year when they come around. If an event you're looking for is still showing last year's design, this means that we are waiting for confirmation from organisers on designs, and your merch should be available soon.

• Can you merchandise my event? 
  • We love adding new events to our calendar where possible. Contact us on support@theregattashop.com.au to see if we can merchandise your event.

Sizing

• How do I know what size to order? 
  • All garments have a size chart on the product page. You can find the master size chart for some standard garments here.

• Do kids' and adults' sizes follow the same chart?
  • Majority of our items are adult/unisex. If the collection you're ordering from doesn't have kids specific items all sizing is adults or unisex.
    Our hoodies are a unisex sizing that goes down to a kids 4. If you're after a hoodie size that isn't shown as available for your event please contact us on support@theregatashop.com.au and we can organise a custom order for you.

Shipping

• How long does shipping take?
  • Metro standard shipping is 2 - 8 days, this can widely differ for regional delivery. Please check the eta on your tracking link after dispatch. 
    
    International shipping can take multiple weeks. If you have any questions regarding your international shipping, please get in contact.
• Do you offer express shipping for time-sensitive events?
• Can I collect my order in person / is there store pickup?
• Do you ship internationally, and are there extra customs fees?
• How do I track my order?

Returns & Refunds

• What's your returns policy on custom/personalised items? 
  • We do not offer returns or exchanges for custom garments. 

• Can I return non-custom items if they don't fit?

  • Yes, non-custom club/teamwear garments can be exchanged or returned if they don't fit, provided the item is brand new and unworn. There's no time limit on this.

    As event merchandise is made to order, we only offer 'change of mind' exchanges or returns within 30 days of your event taking place. After this time, all sales are final.

• How do faulty items get handled?
  • If you receive a faulty item please contact us as soon as possible and provide photos of the fault. We will replace any faulty garments at no cost to the customer. 

Payments & Bulk/Corporate Orders

• Do you offer invoicing for club/school bulk orders?
  
  • All orders organised through a staff member for bulk items will be invoiced out to the organiser, school or club.
• Do you offer discounts for large team orders?
  • We do not offer discounts for large orders on any of the event merchandise.
• Can a club set up a group order page so members order individually?
  • Yes! If your club would like to set up an ordering window so that everyone can order and pay individually but get the items delivered in bulk to the club for distribution we can accommodate this. Please contact either your clubs account manager directly or support@theregattashop.com.au.

General

• How do I contact you if my question isn't answered here?
  • You can live chat to our customer service, fill out an enquiry form, Call us on 9555 2785 or email us on support@theregattashop.com.au.