FAQs

Q: Where do you ship to?

A: We currently ship within Australia. For international enquiries, please contact us before placing an order.

Q: How long does shipping take?

A: Orders are usually dispatched within 1–3 business days. Delivery timeframes vary depending on your location.

Q: How much is shipping?

A: Shipping costs are calculated at checkout based on your order and delivery address.

Q: Will I receive tracking information?

A: Yes. Once your order has been dispatched, you’ll receive a tracking email.

Q: Can I change my shipping address after ordering?

A: If your order hasn’t been dispatched yet, contact us as soon as possible and we’ll do our best to help.

Q: My order hasn’t arrived yet — what should I do?

A: Please check your tracking first. If your order appears delayed, contact us and we’ll look into it for you.

Q: Do you ship during public holidays?

A: Orders are dispatched on business days only. Public holidays may cause slight delays.

Q: How long do I have to return my order?

A: You have 30 days from the date you receive your item to request a return (retail orders only).

Q: What items are eligible for return?

A: Items must be unworn, unused, with original tags attached and in original packaging, along with proof of purchase.

Q: How do I start a return?

A: Email hello@unstoppablecollective.com.au with your order number and reason for return. We’ll guide you from there.

Q: Can I send my return without contacting you first?

A: No. Returns must be approved first. Items sent back without approval won’t be accepted.

Q: Do you accept change of mind returns?

A: Yes. Change of mind returns are accepted within 30 days of delivery. Return postage is at the customer’s expense.

Q: Are sale items refundable?

A: No. Final sale items and gift cards are not eligible for return or refund.

Q: What if my item is damaged or faulty?

A: Contact us within 3 days of delivery with your order number, 2–3 clear photos, and a brief description.

Q: What if I received the wrong item?

A: Please email us within 3 days of delivery and we’ll organise a solution.

Q: Do you offer exchanges?

A: We don’t offer direct exchanges. Please return the item and place a new order once your return is approved.

Q: How long do refunds take?

A: Approved refunds are processed within 10 business days to your original payment method.

Q: I haven’t received my refund yet — what should I do?

A: If more than 15 business days have passed since approval, please contact us.

Q: Can I choose store credit instead of a refund?

A: Yes! Choose store credit and receive an extra 10% bonus to use on your next order.

Q: What items can’t be returned?

A: Custom or personalised items, worn jewellery, used or altered accessories, final sale items, and gift cards.

Q: I’m unsure if my item is returnable. What should I do?

A: Just contact our lovely team — we’re happy to help.

Q: Do you offer wholesale?

A: Yes, we do offer wholesale for approved partners.

Q: How do I apply for a wholesale account?

A: Apply via our Wholesale Sign-Up （放link） page on the website. Applications are reviewed for approval.

Any questions before submitting, please feel free to contact us at hello@unstoppablecollective.com.au with your business details and we’ll get back to you fast！

Q: Is there a minimum order quantity for wholesale?

A: Yes. Minimum order requirements apply and are outlined in our Wholesale Terms & Conditions.

Q: Are wholesale prices GST inclusive?

A: Wholesale pricing is GST exclusive, unless otherwise stated.

Q: Can wholesale orders be returned?

A: Wholesale orders are subject to our Wholesale Terms & Conditions and may differ from retail return policies.

Q: How long does wholesale production or dispatch take?

A: Timeframes vary depending on stock availability and order size. Estimated timelines will be confirmed once your order is approved.

Q: Can I mix styles or colours in a wholesale order?

A: This depends on the product and minimum order requirements. Please contact us to discuss your needs.

Q: Do you offer custom or personalised orders?

A: Yes, we offer custom or special orders on a case-by-case basis, subject to approval.

Q: How do I place a custom order?

A: Please contact us at hello@unstoppablecollective.com.au with your requirements. For wholesale customers, custom orders can be discussed after account approval.

Q: Is there a minimum order quantity for custom orders?

A: Yes. Minimum order quantities may apply and will be confirmed once we review your request.

Q: How long do custom orders take?

A: Production timeframes vary depending on the product and order size. Estimated timelines will be provided once your order details are confirmed.

Q: Can I make changes after placing a custom order?

A: Changes may be possible before production begins. Once production has started, changes may not be possible.

Q: Are custom orders refundable or returnable?

A: No. Custom or personalised orders are final sale and are not eligible for return, exchange, or refund, unless the item is faulty. (Aligned with Australian Consumer Law)

Q: What happens if my custom order arrives faulty?

A: If your custom item arrives faulty or incorrect, please contact us within 3 days of delivery with photos and your order details so we can assess the issue.

Q: Is payment required upfront for custom orders?

A: Yes. Custom orders require full payment or a deposit before production begins. Payment terms will be confirmed during the order process.

Q: Can custom orders be cancelled?

A: Custom orders can only be cancelled before production begins. Once production has started, cancellations are not accepted.

Q: How can I contact Unstoppable Collective?

A: Email us at hello@unstoppablecollective.com.au (recommended, our team responds fast!) or write and post it to us at Suite 60/Mezzanine, 388 George St, Sydney NSW 2000 Australia.

Q: Is my personal information secure?

A: Yes. We handle personal information in line with Australian privacy laws and only use it to process orders and provide support.