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 based on your unique specifications, we cannot accept returns or issue refunds for change of mind, incorrect size selection, or style preferences. Please review our sizing chart and design preview before checking out.

Exception: If your customized order arrives with a verified printing error or structural fabric flaw caused by our facility, we will arrange a complimentary replacement or full refund as outlined in our Returns & Refund Policy

Q2: What is the cancellation window for a custom order?
A: You can request a cancellation within 24 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 promptly with your order reference.

Q3: What artwork files and formats do you accept?
A: We accept PNG, JPG, or PDF files. To support clear printing output, we recommend utilizing a PNG file with a transparent background, a resolution 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 international shipping:
Processing time: 3–7 business days
Shipping time: 5–10 business days to Australia
Total delivery time: 8–17 business days from order confirmation
All orders are securely packaged and dispatched from our China facility with tracking provided. For more details, please review our Shipping Policy.

Q5: Do you offer free delivery?
A: Yes. We provide free Standard Tracked Delivery for all domestic orders with 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 $7 AUD applies 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 final checkout amount. Our company handles and settles all international customs clearance tariffs, import processing levies, and broker fees. You will not 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 30 calendar days of delivery. Items must remain unworn, unwashed, undamaged, and retain all original packaging and tags. For full conditions, please refer to our Returns & Refund Policy.

Q8: Where is your return center located and who covers the postage?
A: All authorized standard returns must be shipped to our Australian return processing center: Unit 3, 22–28 Logis Blvd, Dandenong South VIC 3175, Australia. The buyer is responsible for return postage expenses. We recommend choosing a trackable service (such as Australia Post), as we cannot issue refunds for untracked or lost parcels.

Q9: What should I do if my package arrives faulty or incorrect?
A: Please contact our support desk within 30 calendar days of delivery with your order reference and clear photographic evidence of the error. If an error 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 are not required to ship defective stock back to our warehouse if a photo is verified.

4. PAYMENTS, SECURITY & SUPPORT

Q10: What payment pathways do you accept?
A: All payments are processed exclusively through PayPal. You can pay using your PayPal account, or complete your purchase with a Debit/Credit Card (Visa, Mastercard, etc.) via PayPal's secure guest checkout — no PayPal account required. Our storefront never captures or stores your sensitive financial details.
Q11: Do you ship to international destinations outside of Australia?
A: Currently, our distribution pathways cater to physical addresses located within Australia (all 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 channels:
  • Digital Storefront: I Heato
  • Phone: +61 480 899 605
  • Inquiry Email: support@iheato.com
  • China Manufacturing Headquarters: Shangrao Hewu Garment Co., Ltd.
  • China Factory Address: No. 411, Building 11, Digital E-commerce Industrial Park, Yanshan County Industrial Park, Shangrao City, Jiangxi Province, 334500, China

  • Operational Hours: Monday through Friday, 9:00 AM – 5:00 PM AET — Closed on weekends and official statutory holidays.

— The I Heato Team