FAQ

What if I do not receive my entire order?

We strive to fill every order placed as quickly as possible. However inventory is subject to change. We will only charge your account for product that has been shipped.

                          

When will my order ship?

Orders are processed between Monday and Friday (excluding weekends and public holidays), 7am to 3.30pm (AEST). Please allow up to 48 hours for handling time. You’ll receive an email notification with your tracking number when your order has left the warehouse.

During big sale periods and holiday seasons, there may be a slight delay with the shipment of your order. Please allow extra business days during this time for your order to be dispatched. In some cases, we may need to contact you before your order can be processed due to a security check. To ensure there is no delay, please respond to any email/phone call from our team.

 

Do you ship internationally?

Yes. We use Sendle as our logistic service who has partnered with DHL and all of the major postal authorities around the globe to send your parcels internationally. However, there are a few countries we can’t send to such as Cuba, Guatemala, Iran, North Korea, Syria, and Sudan.

When ordering internationally please remember these important points:

    • All International order must use Pay Pal. If you do not have a pay pal account, International customers are responsible for any and all fees, taxes, and duties incurred. You can obtain more information at your local customs office. All goods are shipped “FOB” our warehouse. FOB (Freight On Board) – An International Term of Sale that means the seller fulfils their obligation to deliver when the goods have passed over the border at the named border of the country. This means that the buyer has to bear all costs, risks to, loss of, or damage to the goods from that point. This includes the duties and taxes. The FOB terms require the seller to clear the goods for export.
    • The “Ship To” and “Bill To” addresses must be the same on all foreign addresses.
    • Process time on international orders can take up to 4 additional business days.

  

How long will shipping take to receive my package?

Domestic shipping will take up to 6 working days.

International shipping will take up to 21 days.

*DELIVERY TIMES MAY BE AFFECTED DUE TO COVID-19. PLEASE CHECK WITH YOUR POSTAL SERVICE REGULATIONS FOR UPDATES IF YOU’RE EXPERIENCING DELAYS IN DELIVERY.

  

What happens if my order is incorrect or damaged?

Please email us ASAP with photo evidence if you’ve received the incorrect or damaged order. We will advise you of the next steps.

Exchanges will only be accepted within 30 days from when shipment is received.

Items must be in original condition with all tags still attached.

We reserve the right to refuse an exchange if the item has any signs of wear, alterations, misuse or damages by the customer.

All returns are paid in full by the customer for change of mind.

1SIX8 Clothing is not liable for product returns lost in transit.

1SIX8 Clothing will cover the delivery fee if the incorrect item was sent.

Turnaround time for credits and replacements is up to 4 weeks.

  

What is the shipping cost?

All shipping rates will be calculated at checkout.

  

I placed an order but the site said that my order has failed or could not be processed but my bank records show I was still charged. Why?

If an order attempt is placed and your credit/debit card is declined for any reason other than insufficient funds, the funds are “held” by your financial institution until the transaction in question is settled. Transactions are usually pending for a period of 3-5 business days (or whenever the credit card authorization batch is cleared). Your billing information needs to match perfectly with your credit card billing address or the card will be declined

  

How do I know if an item will be re-stocked after it has sold out?

Most of our products will only run once. On rare occasions where we want to continue the item, you will see a “Back In Stock Soon” banner once the item has sold out completely.

 

How many promo codes can I apply to my order?

Only one promo code or deal can be applied per order. No two promo or deal combinations can be applied in the same order. All Sale items are excluded from the use of promo codes.

 

How can I cancel my order?

Please send our team an email ASAP. Your order will be cancelled when we confirm it. Unfortunately, we’re unable to cancel your order if it’s been dispatched from the warehouse.

 

What currency do you process your orders?

All our orders are processed in AUD at the current rate.