FAQs
Shipping Timeline
Please allow up to 2 business days for the order to be processed.
Check out the Shipping Page for further info on shipping times.
I made an order for an event and it has not arrived
Whilst our shipping timelines are guidelines, there can be delays. These are rare, but do occur.
Please allow at least a 2 week timeframe if ordering for a specific event/trip.
If there is a delay, please reach out to us at hello@fractel.com.au and we will be able to assist.
My parcel is delayed
As per our shipping policy we will do all we can to assist with the process.
Please reach out to us at hello@fractel.com.au and we will follow up with the carrier.
We may need to allow up to two weeks before the carrier will define the parcel as lost, at which point we will send out another parcel.
How do returns work?
Please check out our Returns Policy here. You are responsible for the returns cost.
Please reach out to hello@fractel.com.au to assist.
We can only accept returns of the product in good condition, with tags attached, suitable for resale.
Returns are limited to 30 days from delivery date.
We will process the refund once the item has come through the warehouse. Please allow up to 2 business days for the money to reflect.
I want to exchange a product
Please check our Returns Policy. You are responsible for the cost of the return.
Please reach out to us at hello@fractel.com.au to start the process.
The product must be in good condition, with tags attached, suitable for resale.
We cannot set an item aside for an exchange, only once we have confirmation you have returned the product.
If there is a difference in cost, that will need to be paid before we process your exchange.
The strap has come loose, now what?
In order to provide maximum flexibility, our strap is not sewn in. If the strap comes loose, you can place it back through the gap using a pen, so it is out of the way.
My product is faulty - Exceed Your Expectations (EYE)
We stand by our products, and if they do not reach the standard expected, then we are happy to make things right.
Please reach out to us at hello@fractel.com.au, with your order number and a photo if possible. We will then find the best way forward.
This may be a replacement item, or a full refund.
How to care for my product?
We recommend a cold cycle in the washing machine. If possible, please use a wash bag to prevent rubbing with other items. Hang to dry. Do not iron.
What do the "Series" mean?
This is how we differentiate between styles / sizes. You can find your perfect fit here.
Do you do Custom Designs?
Yes! We can customise all our headwear and apparel with a low minimum order. Learn more here.
Can I buy your products in store?
Yes! We have plenty of great retail partners around the world. Find one near you here.