FREQUENTLY ASKED QUESTIONS


You can find answers to our most frequently asked questions below. If the can’t find the answer you’re looking for; please feel free to get in touch click here to learn more or email us at contact@Reset21.com.au

Frequently asked questions

How do I order online?


Add at least one item to your shopping bag and then go to checkout (or click the Checkout button in the top right corner of the website). During checkout, you can select shipping options and gift options, enter payment information, and add billing and shipping addresses. You can also review your order before it's final, and make changes to the color, size, or quantity of an item. What happens next? After you place an order, an order confirmation immediately appears in the same window. The confirmation includes an order number. It's a good idea to write the order number down before closing your browser. Within 24 hours, you receive an order confirmation email, which shows the same order number and provides a link to your order status page on the website. You can check the status of your order anytime by clicking the "Orders and returns" link in the top right corner of the website. When your purchase has been shipped from the warehouse, you receive a second email with tracking details. For more information on order tracking, see "Track your order." How do I cancel or change my order? If you need to make any changes to your order, please contact us at contact@Reset21.com.au within 4 hours of placing your order. We will not be able to make any changes beyond that period. Our Tax Policy Order totals shown in the order window during checkout reflect estimated tax. The actual charge to your credit card includes all applicable taxes calculated at the time your order is shipped. Those tax amounts appear on your invoice. Our tax policy: The taxes we charge on merchandise are based on state and local tax laws and tax rates. The tax for an order depends on the delivery address and the location from which the order is shipped. If an order is made up of items shipped from multiple warehouses to a single delivery address, the tax rate applied to the order may vary based on the warehouse locations. Where required, tax is also applied to the shipping and handling charges. If you return an item for a refund, that refund includes the taxes you paid for the item. There is no refund for taxes paid on shipping and handling, because shipping and handling charges are nonrefundable as soon as an item has been shipped.




How can I track my order?


When your order is shipped, we send you an email containing a tracking number. If you did not receive this email, please email contact@Reset21.com.au. What happens next? We process your order as quickly as possible to ensure that you receive it within the specified delivery time. If your order doesn't arrive within that timeframe, contact us. Occasionally, high demand causes us to run out of certain items. If we don't have an item that you've ordered in stock, we notify you by email immediately. In the rare instance that an out-of-stock item is not expected to come back in stock, we cancel the order for that item. In this case, we don't charge you for the item or any taxes or shipping charges related to it. You may see a temporary authorization on your credit card. However, if your order includes other items, taxes and shipping for that part of your order are still charged.




When will my order arrive?


Our Standard Shipping option has an estimated delivery of 5-7 business days. Our Express Shipping option has an estimated delivery of 1-2 business days. Please note there may be some extra delays into your country depending on their customs regulations during COVID-19. Please note: Delivery times are a guide and we are not liable for Australia Post delays. If it has been more than 3 business days over the expected delivery day please CONTACT US so we can investigate further for you.




What happens when the product I recieve is damaged or faulty?


We work hard to ensure all items sold are of the highest quality. However if you have a concern with a faulty or damaged item, please email us at contact@Reset21.com.au so we can urgently review the matter for you. Please include photo evidence of the issue so we can further assist. If we can verify the item has not been worn with tags still attached, any faults in the item will be repaired or replaced. If we cannot do this, a discussion with the customer for a solution will be made and we will carry the cost for shipping for the item. If the item sent to you was the wrong size, we will carry the cost of replacement. We do not refund for the wrong size being sent, we will replace.




What is your return policy?


If you have purchased an item and you are not happy with the item (wrong size, wrong colour etc) you may exchange the item or obtain a store credit within 30 days of purchase. If we have made a mistake with an order, please email us right away at contact@Reset21.com.au Visit Returns to learn more.




What size should I order?


Email contact@Reset21.com.au so we can help you personally find your best fit! We have also created a sizing guide, which can be seen here.




How can I contact you?


Email contact@Reset21.com.au, or message us on Facebook!




Where are my orders shipped from?


All online orders are shipped from our Warehouse in Adelaide, South Australia. Orders can not be picked up from our Adelaide warehouse.