Delivery & Returns
Written plainly, including the part most suppliers bury: once your logo has been stitched onto a garment, it can’t go back into stock. Everything on this page is built around that one fact.
The short answers
Plain stock and embroidered orders run on different clocks. You get dated timings for your own order on the quote, not a website average.
Unworn, unwashed, unbranded garments in original condition, yes. Anything carrying your logo, no — unless we got it wrong.
If the error is ours — wrong garment, wrong size against the order, wrong placement or thread — it’s re-run at our cost, freight included.
Yes. By site, by role, or by person with names on the bags, so nothing has to be sorted at your end.
An unbranded scrub top can go back on a shelf and be sold to someone else. The same top with your logo on the chest can’t be sold to anyone, ever. That’s why we push the fit kit so hard before a bulk order — it’s the one stage that makes a return unnecessary rather than impossible. How the fit kit works →
Delivery
A box of forty mixed garments arriving at a head office is somebody’s afternoon. Tell us how your team is organised and it arrives sorted, because we do it once here instead of you doing it once there.
Each site’s garments boxed and labelled separately, delivered to the site or consolidated to one address — whichever suits how you receive goods.
Individually bagged with names, sizes and roles on the label. Standard for program orders and for onboarding packs.
Metro, regional and remote. Remote destinations take longer through the courier network and we’ll tell you that at quote rather than after dispatch.
Useful for community and in-home care staff who rarely come through an office. Addresses sit against the person on your account, not on a spreadsheet somewhere.
Tracking goes to whoever placed the order and, on program accounts, to the site contact receiving it.
If one style is holding up an otherwise complete order, we’ll ask whether you want the rest now. Nobody should wait on a back-ordered pair of trousers.
What sets the date
Four things, and only one of them is the courier
Timings
A published lead time is an average of orders that look nothing like yours. What actually sets your date is which of these four apply — so we work it out against your order and put the dates on the quote.
01
Plain or embroidered
Unbranded stock ships on the picking clock. Anything carrying a logo goes through the embroidery schedule first.
02
First order or reorder
A first embroidered order includes digitising and a test stitch. A reorder skips both, because the stitch file is already held against your account.
03
Stock or indent
Most of what we recommend is held. Where a style or a size has to come in, you’re told before you commit, not after.
04
Where it’s going
Metro next-day networks and remote runs are different animals. The courier is the last variable, and usually the smallest one.
Returns
If your situation isn’t in this table, call us — we’d rather make a sensible decision on the phone than have you read a policy looking for a loophole that isn’t there.
Nothing on this page reduces your rights under the Australian Consumer Law. Consumer guarantees — that goods are of acceptable quality and match their description — apply regardless of anything written here, and our returns process sits on top of them, not instead of them.
If you need to send something back
Don’t post anything before you’ve spoken to us. Half the time the problem is solved without the garment moving, and the other half we’d rather it came back with paperwork attached to it.
Call your account contact or the main line. A photograph of the garment, the label and — for anything embroidered — the stitching, usually settles it in one conversation.
Exchange, replacement, credit or repair. If the error is ours you get a return label and it costs you nothing. If it’s a change of mind on unbranded stock, we’ll tell you what’s involved before you post it.
Unworn, unwashed and with the tags and packaging intact. Include the return reference so it lands against the right order rather than in a pile at the goods door.
We check the garment against what was ordered and what was sent, and then do what we said we’d do. If our check disagrees with yours, you’ll hear the reasoning rather than a policy line.
If a plain garment doesn’t fit, exchange it. If an embroidered one doesn’t, call anyway — we can’t resell it, but we can usually do something sensible about the next order, and we’d rather know that our fit kit missed somebody. Size & Fit Help →
If you’re on a program account
Program accounts hold sizes per person, so the returns that come from guessing largely disappear. What’s left is handled through your account rather than through a form.
Sizes held per person, so replacements match
Returns raised by your account contact
Credits applied to the account, not chased
Standing delivery split by site or by person
Onboarding packs sent ahead of a start date
One reconciliation, not one per order
Raise it as soon as you notice — the sooner it’s raised the more options exist, and stock moves. Faults are a different matter and are dealt with whenever they appear, within reason for the garment’s age and use.
We do when the error is ours or the garment is faulty, both ways. On a change of mind for unbranded stock, the return freight is yours — we’ll tell you the practical way to send it.
Yes, on unbranded stock in original condition. Any price difference is settled either way, and if the new style needs embroidering it goes onto the normal run.
Tell us within a couple of days of receiving it and keep the packaging. Picking and courier discrepancies are traced from our end — you shouldn’t be the one on the phone to a freight company.
Yes, but tell us at order stage. Loading-dock hours, ward drop-offs and reception-only sites all change how it should be addressed, and getting that on the label beats a redelivery.
For program accounts with predictable turnover, that’s a conversation worth having — it’s how new-starter packs go out the same week rather than the next month. It’s set up per account rather than offered as a standard service.
Avery is cut for a contemporary, slightly tapered fit that flatters without restricting movement. Prefer a relaxed fit or planning to layer? Size up.
| Model — Women's | 5'7", wearing size S |
| Model — Men's | 6'1", wearing size L |
| Fit | True to size, tapered body |
| Length | Hip-length, V-neckline |
| Chest (CM) | Body Length | Sleeve | |
|---|---|---|---|
| XXS | 81–86 | 58 | 30.5 |
| XS | 86–91 | 60 | 31.5 |
| S | 91–97 | 62 | 32.5 |
| M | 97–102 | 64 | 33.5 |
| L | 102–107 | 66 | 34.5 |
| XL | 107–114 | 68 | 35.5 |
| 2XL | 114–122 | 70 | 36.5 |
| 3XL | 122–132 | 72 | 37.5 |
| 4XL | 132–142 | 74 | 38.5 |
