Frequently Asked Questions
THE GARMENT EXCHANGE
FREQUENTLY ASKED QUESTIONS

About The Garment Exchange

Brands & Products

Ordering & Artwork

Samples & Sizing

Delivery, Shipping & Payment

 

 

About The Garment Exchange

 

1. What is The Garment Exchange?

We are an online marketplace & garment broker resource that changes the way garments and apparel are sourced, created and supplied.

2. Why should I use The Garment Exchange?

The Garment Exchange is a genuine ‘one stop shop’ offering individuals, clubs and teams multibrand innovation, extended creative services, advanced technologies in Clubhub, Kitstore and Fitsize, and the service and support of a local garment broker.

 

Brands & Products

 

3. What sports do you have products for?

Our brand book covers many sporting categories across American, Oceania and European markets. To view the full list, please visit: https://thegarmentexchange.com.au/products-website

4. Why the large selection of brands?

We provide a variety of brands within our marketplace to give sports clubs, teams and corporate organizations a choice of product, price, quality and lead time.

5. Can I order across multiple brands?

Yes, that is one of the main benefits of The Garment Exchange. We enable a genuine ‘one stop shop’ for all of your garment and apparel requirements.

6. Where are your products made?

The brands and products offered in our marketplace are manufactured from varying regions around the world including the Americas, Oceania and Europe.

7. Do you own any factories?

No, all of our fabric, trims and manufacturing labor services are provided by independent suppliers across a number of countries and regions.

8. What embellishment services do you provide?

We facilitate several applications including embroidery, heat transfers, screen printing, embossing, badge work, twill lettering and many more.

9. Are embellishment services included in the stated production & delivery time frame?

Yes, if your garments are being manufactured directly from the factory. If you are ordering one of our stock items and require additional embellishment elements applied, then additional production time will need to be taken into consideration. Contact your local garment broker for more information.

10. Are embellishment services included in the listed prices?

No, given we do not know the extent of your embellishment requirements, these costs are additional to the listed product prices unless stated otherwise. Contact your local garment broker for more information.

11. We use a product from a brand listed on the website, but the product isn’t listed?

We have access to thousands of garments across our brands, not just the items listed on our website. Simply work with a local garment broker to identify the product that you need, and we can look to facilitate the ordering and delivery as per normal.

12. Do you have a standard minimum order quantity?

No, the minimum quantity amount varies between brands and products. You can easily filter your search results to find products that are available in the quantity you require.

13. Can I pay extra for a smaller order than the minimum quantity?

In some cases, this is possible and varies from brand to brand, however an additional charge may be applicable if you want to order under the required order quantity.

14. Do you offer full sublimation products?

Yes, many of the brands and products that are contained within our marketplace do utilize sublimation technology.

15. Can I have player names and numbers on my uniforms?

Yes, this is possible for a number of brands and products we offer, however there may be additional costs applicable for this customization.

 

Ordering & Artwork

 

16. Do I get a discount for ordering larger quantities?

Yes, some brands do offer quantity variable pricing or discounts on their products. Our garment brokers will work with you to find a product or solution that is within your budget.

17. Can I order directly from the website or do I have to go through a local garment broker?

No, given the multi-step and variable nature of custom apparel, you will need to work with a local garment broker to order and purchase products.

18. Can I customize the fabrics, fit or features of my garments?

Yes, this is possible with some brands and products. You will find this information on each product profile page or alternatively contact your local garment broker for more information.

19. Can I get quoted and have organized more than one type of item at a time?

Yes, our garment brokers will work with you to quote, design, produce and deliver all your garment and accessory requirements across a number of sports categories and product ranges.

20. What are the timelines from order to delivery?

Given the large number of brands and products we offer, there is a varying degree of production and delivery timeframes. Production and delivery information can be found on individual product profile pages and you can easily filter your search results to find products specific to your required lead times.

21. Can I cancel or change my order once submitted?

Every brand has their own individual cancellation and late change policies, most of which do charge a cancellation or amendment / administration fee.

22. How do I get a Kitstore created for my club or team’s order?

Your local garment broker will work with you to identify the items you want to list in your Kitstore and determine the appropriate pricing. Once finalized, we send the imagery, products and prices to our operations team who will set up your Kitstore within 48 to 72 hours. For more information on Kitstore, please visit: https://thegarmentexchange.com.au/kitstore

23. Who do I contact if I have any issues with my order?

We make it very simple for you. All inquiries should be referred directly to your local garment broker who will promptly address any issues or considerations with our Head Office, and if necessary, the brands directly.

24. Can I view my order history on the website or Clubhub?

Yes, your order and sizing history is contained within the archive facility in Clubhub. We also store all of your artwork and logo files for future use. For more information on Clubhub, please visit: https://thegarmentexchange.com.au/clubhub

25. How do I care for my garments?

Care instructions and usage information for our brands and their products are detailed on their own website. This information should also be included on the care label accompanying the garment upon purchase, and you will also find the care instructions detailed on individual product profile pages.

26. How are defective or warranty related issues handled?

We make it very simple for you. Any concerns should be referred directly to your local garment broker who will promptly address any issues or considerations with our Head Office, and if necessary, the brands directly. Warranty periods are displayed on individual product profile pages and further details can be found on the brand’s own website.

27. What is the return policy?

Each brand has its own return and exchange policies. These policies are available on each product profile page. As a generalization, it is industry standard for no return or exchange being allowed on custom manufactured products.

28. What is the artwork process and time frame?

The artwork process is standard across most of our brands and products, simply work with your local garment broker to complete an artwork brief of your requirements. Our artwork team will then review the brief and revert with any questions or requirements such as vector format logos or color codes. Once the artwork team has all of the information they require, the artwork is logged for creation.

‘Stock’ artwork applies to any products that utilize off the shelf or warehoused garments that need embellishments such as embroidery, screen printing or heat transfers applied. ‘Stock’ artwork is generated within 3 business days of being logged for creation. Any changes following the initial draft artwork generally take another 1 to 2 business days to complete.

‘Complex’ artwork applies to any products that require significant design services and generally need to be manufactured. Peak and Off-Peak ‘Complex’ artwork times are applicable based upon seasonality. We generally suggest allowing 5 business days during Off-Peak periods and up to 10 business days during Peak periods. Any changes following the initial draft artwork can take another 2 to 3 business days to complete.

Once artwork is approved and any other administrative requirements have been completed, the job is logged for production. This is when the stated production & delivery commences.

29. Do you charge for production artwork or is it part of the listed prices?

For standard uniform and apparel production, our ‘Stock’ and ‘Complex’ artwork services are included at no charge (Terms and Conditions Apply). We do offer other artwork creation services and depending on the exact nature of the design needs you have, there may be an artwork charge applicable.

30. Is the artwork creation process included in the production & delivery time frame?

No, this is additional to the stated production & delivery time frame. We advise all clubs, teams and organizations to allow additional time for this process to take place and encourage the commencement of artwork as soon as possible.

31. What kind of artwork files and information do I need to provide?

To accompany a thoroughly completed artwork brief, we need to be provided with vector format logos (EPS, AI, or PDF) for all clubs, teams and sponsors, PMS color codes, any names and numbers that are required on garments, and any previous artwork / production files that may make the artwork creation / transfer process quicker and easier. Contact your local garment broker for more information.

32. Can you design a logo for my team or business?

Yes, we do offer a number of design and creative services outside of garment production artwork. These services do have an additional cost.

33. Will I receive an artwork proof to approve before going to production?

Yes, all artwork requires formal approval prior to going into production. Any delays in approval or changes to the artwork at the approval stage will alter the commencement of production.

34. Can I use my own designer?

Yes, you can use your own designer for concept artwork purposes. All production artwork and layouts need to be completed by our internal artwork and design team.

 

Samples & Sizing

 

35. Do you have size charts for each of your products?

Yes, individual size charts and information are listed on each product profile page.

36. Is the sizing the same across all products and garments?

No, sizing will vary across the brands and products selected. We recommend you comprehensively review the sizing information tab displayed on every product profile page as well as downloading the size chart.

37. How do I find my size or size team members?

We recommend you comprehensively review the sizing information tab displayed on every product profile page as well as downloading the size chart. Some of our brands do provide size sets for outfitting purposes that can utilized in conjunction with a local garment broker. Contact your local garment broker for more information or to assist with your outfitting requirements.

38. Do you offer Youth sizes?

Yes, many our brand partners do offer ‘Youth’ specific sizes. Depending on your global region these may also be referred to as ‘Kids’ or ‘Child’ sizing.

39. Do you have samples of products on your website?

Given the large number of brands and products we offer, it isn’t feasible to have samples of every product. Local garment brokers have access to our sampling program, whereby they may be able to provide a sample (or similar) upon request. Contact your local garment broker for more information.

40. Do you offer a sample program?

Yes, we have a sample program available to our clubs, teams and organizations that are utilizing our Kitstore facility. Contact your local garment broker for more information.

 

Delivery, Shipping & Payment

 

41. When will I receive my products if I order from a variety of brands?

We can partially deliver as elements arrive or wait for a bulk delivery once all items are available.

42. Can I ship my order to multiple locations?

Yes, we can arrange for multiple receivers and locations for your garments, but there is an additional cost for these services. Contact your local garment broker for more information.

43. Can you ship internationally?

Yes, we can organize international deliveries, but additional costs may apply such as freight, customs duties and taxes.

44. Can I track my order once it’s shipped?

Yes, our Clubhub facility is updated regularly with estimated delivery dates and tracking information. You can even register to have delivery information sent automatically to your email and phone.

45. How much is shipping / delivery?

We have a number of local shipping / delivery options available, including standard and express delivery. Contact your local garment broker for more information.

46. Can I use my own shipping / freight account?

Yes, you can use your own vendor / account for the local delivery of your garments and apparel. We do not offer this service for international deliveries.

47. What type of payments do you accept?

We accept Direct Debit, Credit Card, PayPal and in some instances Cheques. Our consumer Kitstore is Credit / Debit Card only and additional processing fees apply.

48. Do different products have different payment terms?

Yes, terms vary from brand to brand, but we make it easy for you. One payment to one vendor; The Garment Exchange. Contact your local garment broker for more information.

49. Am I able to apply for terms?

In some instances and markets, we do offer trading terms, however a strict criteria and compliance policy needs to be met and adhered to. Contact your local garment broker for more information.

50. Who do I pay?

The Garment Exchange, as we complete all of the product, ordering, purchasing, payment and delivery transactions related to your order requirements.

51. Do I have to setup an account?

Yes, it’s a very simple process completed in conjunction with your local garment broker. One account gives you access to a variety of brands and thousands of products.