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Frequently Asked Questions

We’re Here to Help

Here you can find answers to our most commonly asked questions, from orders to payment and everything in between. Browse our categories below to learn more.

Still have questions? Don’t hesitate to contact us! 

Have Questions?
Find the Answers Here

Retail Customers
How do I place an order?

You can order directly through our online shop. Simply browse, add items to your cart, and proceed to checkout. We accept debit and major credit cards, Apply Pay, Google Pay and Afterpay. You’ll receive an email confirmation once your order is placed. 

Can I modify or cancel my order?

We process orders quickly, so changes or cancellations may not always be possible. If you need to modify or cancel an order, please contact us immediately, and we’ll do our best to assist you. If your order has already been dispatched, you may need to process a return once it arrives. 

B2B Clients
How do I access my company’s uniform portal?

To order your uniforms, log in to your company’s uniform online portal using your individual login and password. This will allow you to access your uniform entitlement and place orders accordingly. 

Need help finding your uniform online portal? Contact us for assistance. 

How do uniform allowances work?

Your company may provide an annual or periodic uniform allowance. This will be visible in your portal once logged in. Any additional purchases beyond your allowance may require direct payment at checkout.

Retail Customers & B2B Clients
How long will it take for my order to be processed?

We aim to process non-customised bulk orders within 1-2 business days.

For customised orders (those with embroidery), processing typically takes 7-10 business days.

How long will it take for my order to arrive?

Delivery times depend on your location and the shipping method selected at checkout:

  • Standard shipping to metro regions usually takes 3-5 business days.
  • Express shipping options are available for faster delivery.
Can I click and collect?

All orders are available for pick up from our Rowville HQ. You’ll receive an email when your order is ready for collection. 

Our address is: 31 Enterprise Drive, Rowville VIC 3178 

Our order collection hours are: Mon – Fri, 9am-5pm 

 

Can I track my order?

Yes! All of our deliveries include tracking. 

Once your order has been dispatched, you’ll receive an email containing the tracking information. If you don’t receive an email, please contact us.

My order is lost/hasn't arrived. What should I do?

If your order hasn’t arrived within the estimated timeframe, check the tracking link within your shipping confirmation email first. If it appears lost or delayed, contact us for assistance. 

If you believe your order has been lost, lodge a missing item enquiry with Australia Post. You can typically expect a response within 7-10 days. 

Retail Customers
Can I return or exchange an item?

Yes! We accept returns and exchanges within 30 days of purchase, provided the item is unworn, unwashed, and in its original condition with tags attached. 

Embroidered items cannot be returned or exchanged. 

Do I have to pay for return shipping?

Yes, return shipping costs are the customer’s responsibility unless the item is faulty or incorrect. We recommend using a trackable shipping service to ensure your return reaches us safely 

B2B Clients
How do I process a return through the portal?

To request a return, log in to your uniform portal and select ‘Create Return’ from the menu. Choose the items you’re returning and any replacement items, ensuring all details are correct before clicking ‘Submit’. 

Once approved, you’ll receive a confirmation email with return instructions. 

Return Requests must be created within 30 days of receiving your order. Returned items must be unworn, unwashed, unused, and have all tags attached. 

Can I exchange my items?

Exchanges may or may not be permitted, depending on your organisation’s uniform policy. Check your organisation’s uniform portal or contact your uniform coordinator for details.

Retail Customers
How do I find my correct size?

Check our size guide on each product page for detailed measurements. If you’re between sizes, we recommend sizing up for a more comfortable fit. 

For more information on how to measure yourself, take a look at our Measuring Guide.

Do your uniforms fit true to size?

Our garments are designed for a standard fit, but sizing can vary slightly by style. We recommend checking the size chart or contacting us for guidance. 

B2B Clients
Do you offer tailored or custom-size uniforms?

Yes! Our Made-For-You (MFY) service provides tailored sizing for employees who require a custom fit. Simply select the ‘MFY’ option when choosing your garment in your company’s ordering portal. 

 To speed up the process, include detailed measurements and any specific requirements in the comments section when submitting your request. 

Do your uniforms allow for movement and stretch?

Yes! Many of our uniforms use stretch fabrics for comfort and mobility, especially in healthcare and corporate styles.

Retail Customers
What customisation options do you offer?

We offer both name and logo embroidery on all our retail products for as little as $10 AUD. For more information, visit our Embroidery page.  

We also provide heat sealing for orders of 10+ units — contact us for a quote. 

Please note that customised products can not be returned unless faulty. 

How long does embroidery take?

For text embroidery, please allow 7-10 business days from order date. 

For logo embroidery, please allow 10-14 business days from date of artwork approval.

Why is there a set up cost for logo embroidery?

New logos require a one-time digitising fee of $88 AUD to convert your design into an embroidery-ready format. This is a one-off charge—once your logo is digitised, future orders with the same logo won’t incur this fee. 

B2B Clients
What branding options are available?

When it comes to uniform customisation, if you can dream it, we can do it. We offer everything from embroidery to heat-seal, screen printing to sublimation. 

Contact us to discuss your needs. 

Can different roles within our organisation get different branding?

Absolutely! We can customise branding based on job roles, locations, or departments within your organisation.

Retail Customers
Do I need an account to place an order?

No, you can check out as a guest. However, creating an account allows you to track orders and save your details for faster checkout. 

How do I contact customer support?

You can reach us via phone at +61-3-9753-2555, email at hello@designstoyou.com.au, or submit a support request through our website. 

How do I reset my password?

Click ‘Forgot Password’ on the login page and follow the instructions to reset it. 

B2B Clients
How do I add or remove employees from our portal?

Your uniform portal administrator can manage employee access. If you need assistance, contact your account manager or our support team. 

Who do I contact for technical support?

For portal access issues or technical support, reach out to our customer care team at +61-3-9753-2555 or hello@designstoyou.com.au. 

I’m having issues with my login or password. What should I do?

If you’re unable to log in or have forgotten your password, follow these steps: 

  1. Ensure you are attempting to log into your company’s dedicated online ordering portal and NOT the Designs To You retail shop. Not sure how to access your organisations portal? Contact our customer care team for assistance. 
  2. Reset your password – Click “Forgot Password” on the login page and follow the prompts to reset it. 
  3. Check your details – Ensure you’re entering the correct email and password. 
  4. Clear your cache – Sometimes, browser issues can cause login problems. Try clearing your cache or using a different browser. 

Still having trouble? – Contact our customer care team at +61-3-9753-2555 or email hello@designstoyou.com.au for assistance.