frequently asked questions

Ordering

What payment methods do you accept?

We accept Visa, Mastercard, Amex, Apple Pay, Google Pay, Link, Afterpay/Clearpay, Klarna, Zip, Bancontact, EPS, giropay and iDEAL. Payment must be successfully completed before we can process your order.

I didn't get a confirmation email. What do I do?

Please contact us at info@colabmerch.com.au. It's possible your payment was not successfully processed, one of the items in your cart is out of stock, or there was an issue with your email address.

What do I do if something is out of stock?

Reach out to us at info@colabmerch.com.au and let us know which product you're after! Chances are, someone else is interested and we may do a restock. Feel free to let the creator know too. We're sure they'd love to hear from you!

What is the status of my order?

Orders typically ship out within 1-2 weeks for in-stock items. Once shipped, they can take up to 2-5 business days to arrive for domestic orders and 10-30 days to arrive for international orders. You can check the status of your order via the tracking link provided in your shipping email. If your order contains an item with an estimated ship date in the future, your entire order will ship when all items become available.

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Shipping

Where do you ship to?

We currently ship to Australia, Austria, Argentina, Belgium, Bolivia, Brazil, Bulgaria, Canada, Chile, China, Colombia, Costa Rica, Croatia, Cyprus, Czechia, Denmark, Dominican Republic, Egypt, Estonia, Finland, France, Germany, Greece, Guatemala, Haiti, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Monaco, Morocco, Netherlands, New Zealand, Norway, Panama, Paraguay, Philippines, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, United Kingdom, the United States, and Uruguay.

Additional customs and import taxes or fees may apply to international orders. These fees are calculated and due at checkout. Don't see your country? Tell us where you're from at info@colabmerch.com.au.

Does my order need to go through customs?

Because your order is dispatched internationally, it has to be cleared through customs. Don't worry—we'll handle it for you. The delivery date provided at checkout accounts for clearance times. Be aware that some banks may charge a small transaction fee for orders dispatched internationally.

What about duties and taxes?

Many COLAB parcels won't require any import duties to be paid, because they'll fall under the country's low-value threshold of AUD 1,000. If duties do need to be paid, the local postal or customs authority for that country will most likely get in touch with the receiver of the parcel to organize it with them directly. COLAB is not responsible for additional duties and taxes.

How much does shipping cost?

Australia Flat Rate: AUD 10

International Flat Rate: AUD 15

Some creators offer free shipping discounts for orders over a specific dollar value. You can find more information on their websites.

When will my order be shipped?

Orders are processed and delivered Monday–Friday, except for national and public holidays. Be aware that orders may experience longer processing and delivery times during holiday periods. Please note that our current dispatch time is roughly 2 weeks.

I've placed two orders, can they be combined and shipped together?

Yes! Contact us as soon as possible at info@colabmerch.com.au with your order numbers and we'll be sure to combine your orders. We will also refund one or all of the shipping charges if the combined total order value exceeds the creator's free shipping threshold.

I've moved or messed up my address! Can I fix it?

Contact us as soon as possible at info@colabmerch.com.au with your order number and the correct address. We can update your address as long as your order hasn't already shipped. Unfortunately, once your order has shipped, we are unable to make changes. For further support, you will need to contact your local delivery service.

My order says it's been delivered, but I haven't received anything. What should I do?

COLAB is not responsible for items that are lost or stolen. However, please email us at info@colabmerch.com.au, and we will try to help figure it out. You may be entitled to a claim at the courier's expense. Please include your order number in the subject line.

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returns and cancellations

Can I cancel my order?

We can cancel your order as long as it hasn't already shipped. If you would like to make a change, please contact us as soon as possible at info@colabmerch.com.au and include your order number in the subject line.

Can I exchange my order?

Exchanges can be made within 30 days of placing your order and as long as your item remains unopened and unworn. Please understand that our items are limited and we might not have your desired size. We cannot exchange one item for a different item. Email info@colabmerch.com.au and include your order number and the size you would like.

Can I return my order?

We do not accept returns. If you have an issue, please contact us at info@colabmerch.com.au within 1 week of receiving your order and we will try our best to find a solution. Please include your order number in the subject line.

How long does the refund take to process?

Refunds include the total value of any returned items. Please note that delivery fees are not refundable. It usually takes 5 to 10 business days for a refund to be credited back to your account. We can only issue a refund to the original payment method.

COLAB Merchandising has the right to

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