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FAQs

Need help? We’ve got you sorted!

 

ORDERS

How do I change or cancel my order?

Email  rmitstore@rmit.edu.au or call us 03 9925 9878 with your order number (OCS) immediately. However, once the order has been sent, we are unable to make any changes and you will need to follow the return procedure which you can view here.

 

What payment methods do you accept?

We accept VISA, Mastercard, and UnionPay online and instore. Please note, we do not accept cash in store.


How can I track my package?

Every online order is given a tracking ID number which you receive via email once we have shipped your item.

For domestic orders, you can visit the Australia Post website to track your order.

For international orders, you can visit the DHL website to track your order.

I placed an order but didn’t receive a confirmation.

Please check your junk and spam mail and confirm if payment has been processed by your financial institution. Please contact us for further assistance.

 

I placed an order for collection, when can I come and collect it?

Once your online order is ready for collection you will receive an email notifying you of this. It is the buyer's responsibility to collect their goods.

 

I placed an order online and selected Standard Shipping, however I need this urgently, can I change my order to Express, or can I collect it in-store?

Please contact the RMIT Store immediately to discuss your options, as we can either offer you:

  • collection and refund your postage costs if the order has not yet been sent.
  • express shipping if the order has not yet been sent. This requires an additional payment to upgrade to express shipping which will need to be paid prior to a refund for standard shipping being issued and your order being sent. The RMIT Store staff will direct you on how to make this payment upon notification.

 

Do you do partial delivery?

We will never send orders out until all item’s purchased are accounted for. This includes special / custom orders which may take 4-6 weeks. Therefore, if you purchase other items, such as a hoodie or tee, you will not receive your order until all items can be sent or collected, despite paying for Standard or Express shipping.

We suggest making separate orders in instances where you’d like certain items while waiting for your special / custom order to arrive.

 

Do I get a student discount?

We try to keep our prices as competitive as possible to suit all student budgets. If you’re after a good deal, stay tuned for our sales which we attempt to run monthly specials and promotions.

 

Why don’t you have PayPal?

The RMIT Store is owned and operated through RMIT University. Therefore, we follow the financial process and system the University has in place; PayPal is not one of these services unfortunately.

 

Why are you asking for my student / staff number during checkout?

We want to know about our customers! During checkout we ask for optional information which assists us in learning what products customers are buying and to prepare sales data for purchasing trends. This ensures the store is adequality delivering goods to customers when required. All information is kept confidential and adheres to RMIT Universities privacy statement which can be viewed here.

 

How can I keep up to date with news and offers the RMIT Store offers?

Easy, during checkout make sure you check the box under your email address when you’re inputting your contact details.

 

PRODUCTS

Do you have a size guide?

Each product has a size guide specific to that product which you can find on the product page.

 

The item I want is out of stock. When will you restock it?

Get in contact with us at rmitstore@rmit.edu.au and we can let you know when it will be back!

 

What sizes do you carry?

We carry sizes from 2XS to 5XL in most items.

Some items are based on traditional gender sizing, and you may have the option of numbered sizing 8 – 22.

 

Where are your stores located?

We have a store at the Melbourne City Campus, and a store at the Bundoora Campus. Please view our locations here.

 

What is Fairtrade?

Fairtrade is specific to India. It is 100% organic cotton which is ethically sourced. No harmful chemicals are used in the material and all Fairtrade factories provide good working conditions to employee with fair pay and no exploitation. Read more about Fairtrade here.

 

Can I buy a gift voucher?

In-store: Yes, we have gift vouchers to the value to $20, $50 and $100.

Online: Yes, we have gift e-vouchers to the value to $20, $50 and $100.

Please note, that a gift voucher purchased online must be redeemed online only, and vice versa. Our current sales systems do not allow for multiple cross-platform redemption.

 

How long are the gift voucher valid for?

Gift vouchers are valid for 3 years from the date of purchase as per Consumer Affair guidelines.

 

What are the gift vouchers terms and conditions?

Gift vouchers:

  • must be used within 3 years from the date of purchase / issue.
  • can be used more than once.
  • can not be reloaded (i.e. the value cannot be increased or added to)
  • can not be redeemed for cash.
  • can not be redeemed across different system platforms e.g. gift vouchers purchased in-store must be redeemed in-store and gift e-vouchers must be redeemed online only.

 

 

I lost my gift voucher, what should I do?

Gift vouchers are treated like money; therefore we are unable to honour lost or stolen gift vouchers.

 

I’m in a certain degree, what course equipment do I need?

Your course coordinator or lecturer will be able to direct you to the course equipment you require.

 

I ordered a uniform for my degree, but I no longer need it. Can I get a refund or credit?

Uniform orders are considered a special order item which we specifically purchase for each individual customer. Therefore, subject to your rights under the Australian Consumer Law for major failures and minor failures with any goods you purchase from us, we cannot provide a refund, exchange or credit for these products as they are purchased directly from our supplier which we cannot return ourselves.

Reasons for return which are due to course deferment, leave of absence and unenrolment are classified as a change of mind.

 

What is a special order?

A special order is identified within the product description by the image below. This signifies that the RMIT Store needs to order the item in for each individual customer, based on their needs. Special orders are not kept in stock; therefore, we order from our suppliers on a need's basis.

It is essential that customers understand that special orders can take up to 6 weeks for manufacturing and delivery back to us.

Due to the nature of this stock, subject to your rights under the Australian Consumer Law for major failures and minor failures with any goods you purchase from us, we are unable to offer a refund, return or exchange. Please read our returns policy for further details.   

 

SHIPPING

What are your shipping costs and delivery times?

Please see our shipping information here.

 

How do I know if my package has shipped and is on its way?

You will receive an email with your tracking information.

 

Do you ship internationally?

We ship to Singapore, Vietnam, and Hong Kong. If you are wanting to ship to a different country, please contact us at rmitstore@rmit.edu.au and we can provide a quote for you.

Why don’t you ship to my country?

Although your country may not appear on our website, we will make every effort to source the best shipping quote if you contact us at rmitstore@rmit.edu.au. Please advise us of what you’re interested in purchasing, as this is affect the shipping rate.

 

Do you refund shipping fees?

Subject to your rights under the Australian Consumer Law for major failures and minor failures with any goods you purchase from us, we will only refund shipping fees if you upgrade or cancel your order with us.

 

When will I receive my order?

Standard shipping - 5 - 10 business days* - $12.00

Express shipping - 1 - 2 business days* - $16.00

International orders can take up to 30 days* to arrive, depending on freight method (air / sea) and customs. We cannot be held responsible for delivery times once the parcel has left our premises.

* Please note, these are estimated times given to us by the carrier. ETAs are from the date we have fulfilled your order. You will receive an email notification stating it has been shipped with a tracking ID number.  

 

I received a damaged item, what do I do?

Oh no! Contact us immediately at rmitstore@rmit.edu.au with your order details. Please attach a photo of the damage and any necessary information. In the first instance, we will always try to replace, unless you elect to receive a refund in accordance with your rights under the Australian Consumer Law.

 

I’ve ordered two things and paid shipping twice, what do I do?

Contact us immediately at rmitstore@rmit.edu.au with your order details and advise us of your amendments as we may be able to combine your orders if they have not yet been sent. You may be able to receive a partial or full refund on one of your shipping fees.  

 

Why are certain items pick up in store only?

Some fragile products are very easily damaged during the delivery process and therefore cannot be posted to you. If you’re unable to collect an item we only offer in-store collection on, please contact us at rmitstore@rmit.edu.au or 9925 9878 and we may be able to offer you a quote for local courier delivery. This will be at an additional charge and will be based on courier fees.

 

RETURNS

 

What is your exchange policy for a change of mind?

RMIT may enable you to exchange your goods due to change of mind. If you want to exchange your goods, please email the RMIT Store at rmitstore@rmit.ed.au within 14 days of receiving your goods with proof or purchase and a completed RMIT Store Return Form.

RMIT will promptly evaluate all requests on a case-by-case basis. In assessing your request, RMIT will take into account:

  • whether the goods have all original tags and any sewn labels still attached;
  • whether the goods are in an unworn and unused state; and
  • our ability to resell the item.

If RMIT do accept your ‘change of mind’ return request, then:

  • you will be liable for postage costs;
  • items must be in as new condition and accompanied by a copy of the original tax invoice or RMIT Store dispatch notification; and
  • items must be packed carefully into a secure satchel/carton with original accessories, and warranty card (where supplied).

RMIT does not accept responsibility for non-delivered parcels, so a track and trace freight method are recommended for items being returned by mail.

Exchanges for change of mind are not available for sale items or Special Orders.

RMIT does not offer refunds for change of mind for sale items or Special Orders.

Please view our full returns policy here.

 

Why don’t you provide a refund or exchange on course equipment?

Due to strict Health and Safety regulations, we are unable to offer customers a refund or exchange on these items unless that refund or exchange is provided under the Australian Consumer Law (for example, if there is a manufacturing fault). Please see our returns policy for more information or get in touch with us.

 

I ordered the wrong size, what do I do?

You may be able to exchange the item for a different size within 14 business days under our change of mind process – please see ‘What is your exchange policy for a change of mind’ above.  This excludes sale items and special orders such as uniforms and name badges, which are not eligible for an exchange under our change of mind process.

Either bring your order in store or complete a Return Form if returning via post. You must:

  • Return the product in the condition they were in when first purchased.
  • Provide a copy of the receipt or other proof of purchase.
  • All labels / tags must remain attached.
  • Clothing / items must be unworn / unused.
  • Sent via post in appropriate packaging to ensure no damage occurs during transit.

Please view our full returns policy here.

 

When will I receive my refund?

Refunds are given in accordance with the Australian Consumer Law (for example, if there is a manufacturing fault). It can take up to 7 business days for you to receive a refund dependent on your financial institution.

 

There is something missing/defective/not what I ordered, what do I do?

Please send us an email at rmitstore@rmit.edu.au and we will sort this out.

 

Can I return my online purchase to a retail location?

Yes. Please read our returns policy for further information. If you have any questions, please contact us immediately.

 

It’s been over 14 business days since I ordered; can I return an unwanted item?

Please read our returns policy, and if you have any questions, please contact us immediately.

 

I’ve lost my receipt and I want to return an item, what do I do?

You must make contact within 14 days if you’d like to return an item. You must firstly ensure you are eligible to a return; please read or returns policy.

If you do not have a receipt, you need to be able to provide us with the date, time, total amount of purchase, and which store you bought your product at. It’s best to email us beforehand so we track down your receipt before coming in store. Make sure you bring the same credit/debit card that you used to make the purchase so that we can verify you as the buyer.

 

I’ve removed the tags off my product and want to return it, what do I do?

Unfortunately, we can’t offer you a refund or exchange under our change of mind process when the tags have been removed.



COLLABORATIONS

I have an idea for a product/workshop/collab, how do I get in contact with you about it?

We love hearing about your ideas and collaborating with RMIT students and alumni! Please email us at rmitstore@rmit.edu.au with your ideas.

 

PRIVACY & TECHNICAL

Is my privacy and personal information secure on your website?

Yes. Please see our privacy policy here.

 

I am having a technical issue with the online store, what do I do?

Uh-oh! Contact us at rmitstore@rmit.edu.au or 9925 9878 and we’ll try to fix this for you!

 

STAFF

I’m an RMIT staff member, how do I order?

If you are purchasing for your department, please fill out an internal order form which can be done in store or downloaded here.

If you are purchasing a personal item, please visit our online or physical store. We provide staff with a 10% discount on apparel only.

 

I’m an RMIT staff member, I want to get something custom made, what do I do?

We love making custom orders! Please email us at rmitstore@rmit.edu.au or 9925 9878 and we can discuss your needs.