Frequently Asked Questions (FAQ)

1. Custom Orders & Design

Q1: Can I return a custom-printed garment if I change my mind?
A: No. Because each customized piece is manufactured exclusively to your unique specifications, we cannot accept returns or issue refunds for change of mind, incorrect size selection, or style preferences. Please evaluate our comprehensive sizing chart and your design preview thoroughly before checking out.

  • Exception: If your customized order arrives with a verified printing blunder or structural fabric flaw caused by our facility, we will immediately arrange a complimentary replacement or full refund.

Q2: What is the cancellation window for a custom order? 
A: You can request a cancellation within 6 hours of order placement for a full refund. Beyond this window, your order enters our physical production queue, and adjustments are no longer possible. Please email our support desk immediately with your order reference.

Q3: What artwork files and formats do you accept?
A: We accept high-resolution PNG, JPG, or PDF files. For premium printing output, we highly recommend utilizing a PNG file with a transparent background, a resolution profile of 300 DPI or higher, and set to RGB colour mode.

2. Shipping & Logistics

Q4: What are your shipping times and delivery windows across Australia?
A: Your total waiting period combines our manufacturing timeline with standard domestic carrier speeds:

  • Metro Regions (Sydney, Melbourne, Brisbane, Adelaide): 3–7 business days processing + 5–10 business days transit (8–17 business days total).

  • Regional & Remote Regions (WA, NT, Tas): 3–7 business days processing + 7–14 business days transit (10–21 business days total).

Q5: Do you offer free delivery?
A: Yes. We provide complimentary Standard Tracked Delivery for all domestic orders maintaining a final cart total of $59 AUD or above (calculated post-discounts). For orders falling below this threshold, a standard flat-rate freight fee of $7AUD applies universally at checkout.

Q6: Will I face unexpected import taxes or customs duties upon arrival?
A: No. The total price displayed at checkout in AUD represents your absolute final investment. Our company fully absorbs, handles, and settles all international customs clearance tariffs, import processing levies, and broker fees. You will never face hidden surcharges upon delivery.

3. Returns & Defective Items

Q7: Can standard, unprinted blank items be returned?
A: Yes. For standard, non-custom stock inventory, you may lodge a return request within 14 days of delivery. Items must remain completely unworn, unwashed, undamaged, and retain all original packaging and tags.

Q8: Where is your return center located and who covers the postage?
A: All authorized standard returns must be shipped back to our central international processing hub. The buyer bears full liability and financial responsibility for all return postage expenses. We strongly encourage choosing a trackable network like Australia Post, as we cannot credit untracked or lost parcels.

Q9: What should I do if my package arrives faulty or incorrect?
A: Please contact our support desk within 7 days of delivery with your order reference and clear photographic evidence of the error. If a blunder is verified as our responsibility (e.g., structural fabric damage or incorrect graphic application), we will issue a full refund or dispatch a complimentary replacement. You will never be asked to ship defective stock back internationally.

4. Payments, Security & Support

Q10: What payment pathways do you accept?
A: To ensure maximum data integrity, we process payments exclusively through securely encrypted external networks managed by I Heato. You can complete your transaction utilizing your verified account or checkout securely as a guest using major debit/credit cards. We never capture or store your financial combinations.

Q11: Do you ship to international destinations outside of Australia?
A: Currently, our distribution pathways cater exclusively to physical addresses located within the borders of Australia (encompassing all domestic states and territories). Onward international fulfillment is restricted at this stage.

Q12: How can I connect with your customer service team?
A: You can reach our administration desk through the following official channels:

  • Storefront: I Heato

  • Support Email: support@iheato.com

  • Corporate Identification Number: 91361124MAK8PDEE6Q

  • Registered Address:
    Yanshan County, Shangrao City
    Jiangxi Province, 334500
    China

  • Active Support Hours: Monday through Friday, 9:00 AM – 5:00 PM (AEST / GMT+10:00). We are closed on weekends and national Australian public holidays. All digital correspondence is evaluated and replied to within one standard business day.