FAQ

Order

Where is my order?

If your order has been dispatched, you will receive an email with your tracking details, allowing you to track it directly with the courier. If you have not received a dispatch notification, your order has not yet been dispatched. You can contact our Client Experience Team for an update at sales@reali.au.

Can I cancel/amend my order?

Once your order is placed, it is promptly sent to our warehouse team for processing, and changes cannot be accommodated. To request a cancellation, please contact our Client Experience Team immediately. While we will make every effort to accommodate your request, cancellation may not be possible if the order has already been processed.

What can I do if my order is going to the wrong address?

Please call our Client Experience Team immediately at 1300 107 233. If it’s been more than 24 hours, your order may have been dispatched, and you will need to contact Australia Post.

Where is my order confirmation?

Your order confirmation will be sent to your email address shortly after you place your order. It usually arrives within a few minutes, but if not received within a few hours, email our Client Experience Team at   sales@reali.au.

What should I do if my order is missing or incorrect??

For missing or incorrect orders, please contact our Client Experience Team via email at sales@reali.au. Attach your order number and details of the missing item(s) for us to review.

Product

How can I find out if you'll be getting a restock of a product I want?

Clearance items are final sales offered to clear out existing inventory, and they are not typically restocked once sold out. If you’re interested in a specific clearance item, it’s best to purchase it while it’s available.

Are clearance items new or used?

Our clearance section offers brand-new items at reduced prices due to reasons such as overstock or discontinued lines. While these items are still in perfect condition, they are discounted to make room for new inventory.

Do clearance items come with a warranty?

Clearance items may have different warranty coverage depending on the product. Some items might still be covered by the manufacturer's warranty. It is advisable to review the product details when ordering or contact our Client Experience Team to confirm the specific warranty terms. This ensures you are aware of the after-purchase support available for your discounted item.

What happens if an item I ordered is out of stock?

If an item becomes unavailable after you have placed your order, we will promptly inform you. You will then have the option to select a suitable replacement item, choose an alternative product, or receive a full refund for the out-of-stock item.

Can I order different colours/sizes?

The colours and sizes available are limited to what's listed on our site. Clearance pricing applies only to the specific colour and size mentioned in the product description. Unfortunately, we cannot offer the same price for different colors or sizes that aren't in stock or listed online.

Shipping

How many days will it take before the order/s will be shipped out and then to arrive?

We aim to have your order dispatched within 24 hours. Shipping typically takes 5-10 business days.

Which shipping companies have you partnered with?

We partner with Australia Post as our trusted national couriers to ensure the timely and secure delivery of your orders.

How much is shipping?

We offer a $20 Flat rate shipping per order to anywhere in Australia

How will I know if my order is out for delivery?

You will receive a notification from Australia Post when your order is onboard for delivery.

Can I track the status of my order?

 Yes, once you receive your tracking number, you can track your order online.

What happens if nobody is in when my order is delivered?

If no one is home at the time of delivery, Australia Post will take your order to the nearest post office and notify you when it’s ready for collection. They may also leave a delivery notice or attempt redelivery. For further guidance, please contact Australia Post or visit their website.

Can I pick up my order directly from the warehouse?

Yes, you can collect your order from our warehouse in Meadowbrook, Logan.

Return & Refund

How to return a defective/damaged item?

 For damaged orders, contact our Client Experience Team via email at sales@reali.au. Attach images of the damaged product for us to review.

 Do you offer returns/exchanges

We do not offer returns/exchanges on any clearance or sale items. Additionally, we cannot accept returns for items that have been embroidered.

Payment Methods

What payment options are available?

We offer a variety of payment options including Visa, MasterCard, American Express, Apple Pay, and UnionPay for your convenience.

What should I do if I encounter problems with payment?

If you encounter payment issues, verify your card details and account balance. Try the payment again or use a different browser. If the issue persists, contact our Client Experience Team with details about the error for prompt assistance

When will my credit card be charged?

Your credit card will be billed upon order confirmation.

What if I see an unfamiliar charge on my credit card?

If you spot an unknown charge on your credit card, we urge you to promptly contact our Client Experience Team to address the issue and resolve any confusion.

Embroidery

Can I have my products embroidered?

We offer embroidery services through Reali. Once you have placed your order, please email our Client Experience Team to arrange the embroidery. Please note that embroidery will incur an additional charge based on your logo. Our team will provide you with a quote and an estimated lead time.

Additional Information

Do you offer discounts for bulk purchases?

No, we do not currently offer discounts for bulk purchases as all items on our site are clearance.

Are the prices on the clearance site subject to change?

Yes, clearance prices may change due to stock levels and promotions. We recommend making your purchases soon to take advantage of the best deals. Be sure to check the site frequently for updates.

Can I place a special order for a product not currently listed?

Depending on the item’s availability, we may be able to fulfill such requests. Please contact our Client Experience Team to discuss the possibility of placing a special order.

Customer Support and Assistance

How can I contact the Client Experience Team?

For assistance, you can reach our dedicated Client Experience Team via email at sales@reali.au, call us at 1300 107 233, or use the live chat feature on our website. We are available Monday to Friday, from 8:00 AM to 4:00 PM AEST, to ensure you receive the support you need for a seamless shopping experience.

How do I provide feedback about my shopping experience?

Should you wish to provide feedback regarding your shopping experience, please visit our official website at www.reali.au and navigate to the "Contact Us" section. Alternatively, you may send your comments directly to sales@reali.au. We greatly value your input, as it helps us enhance our service and product quality.