To get in contact with our team, use the details below or submit your enquiry using the form provided. All enquiries will be answered within 48 hours, during business days.
PO BOX 1786
Byron Bay NSW
If you've got any customer care questions, please check out our size guide, our shipping and delivery policy and our returns policy.
You can also check out our FAQs section for more information on our general operations.
RIDERS AND EVENTS
If you're a promoter, manager, venue or band, and want to get Old Flame Label on your rider, contact us here.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We currently accept Credit Card and AfterPay payments. We are working on bringing you more new and accessible payment methods in the future.
WHAT ARE YOUR SHIPPING COSTS AND DELIVERY TIMES?
Please see Shipping & Deliveries.
HOW LONG DOES IT TAKE TO SHIP MY ORDER AFTER I’VE RECEIVED CONFIRMATION?
For all orders placed before 2pm, we will ship on the same day. For all orders placed after 2pm, on a weekend or on a public holiday, your order will be shipped on the following business day.
CAN I TRACK MY PACKAGE?
Yes! Once your order has left our warehouse, you will receive a tracking number via email. You will also receive tracking notifications via email from Shippit.
I’M AN INTERNATIONAL CUSTOMER, DO I HAVE TO PAY DUTY CHARGES OR IMPORT TAX ON INTERNATIONAL ORDERS?
Payment and knowledge of taxes and duties that may apply to your purchase are your responsibility and Old Flame Label cannot be held responsible for any additional charges.
CAN I CHANGE OR CANCEL MY ORDER AFTER I’VE PLACED IT?
We cannot edit or cancel any orders that have already been processed or shipped.
IS OLD FLAME LABEL RESPONSIBLE FOR LOST PACKAGES?
If your package is lost in transit, we will do everything we possibly can to assist you. Old Flame Label is not responsible for packages once proof of delivery is generated. Once the carriers have received the package, we cannot be responsible for delivered items that have been lost or stolen.
AN ITEM I WANT IS OUT OF STOCK, WILL YOU BE RE-STOCKING?
We are working on a no dead-stock model, so some of our releases are limited edition and will not be restocked. However, we will restock some of our best sellers and core range.
If you missed out on a product, or something in your size - head to the product page of the item you missed and click ‘NOTIFY ME’ for restock notifications! You’ll be the first to know if or when we will restock.
CAN I RETURN AN ITEM?
Yes! Please see our Returns policy.
WHAT IF AN ITEM I PURCHASE IS DEFECTIVE OR INCORRECT?
First of all - We are so sorry for the inconvenience! Please email us at email@example.com with your order number and photos of the faulty garment. We will get back to you as soon as possible to organise a return, exchange or full refund.
However, please ensure that the garment has not been worn, and that the original tags are still in place.
DO YOU OFFER EXCHANGES FOR DIFFERENT SIZES OR GARMENTS?
Yes! We would be happy to exchange your item for another size or colour.
However, some of our styles are limited release, so we may not have the item you would like in stock. In this circumstance, your return will be processed as a store credit.
Please see our Returns for more information.
DO YOU OFFER REFUNDS OR EXCHANGES ON SALE ITEMS?
No, sale items are final and we do not offer exchanges or refunds unless they are faulty.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
Although we process our orders quickly, it can sometimes take up to 14 business days for a returned item to reach our warehouse. Once we’ve received your return, we strive to process it within 2 business days.
If you have shipped your return, please note your tracking details to keep track of it. We are not responsible for returns that are lost in the postal service.
You can email customer service at firstname.lastname@example.org if you need further assistance.
CAN DISCOUNT CODES BE USED ON SALE PRODUCTS OR DURING PROMOTIONAL PERIODS?
Unfortunately, no, sale items are final and discount codes are not valid for already reduced items, or sale/promotional periods.
CAN I APPLY MY 10% DISCOUNT CODE AFTER MY ORDER IS PROCESSED?
Unfortunately, no, once your order has been processed we cannot alter the price to a discounted price. However, if your code isn’t working before checkout, please email us at email@example.com and we would be happy to rectify this for you.
HOW DO I UNSUBSCRIBE FROM RECEIVING EMAILS?
If at any time you would like to unsubscribe from receiving emails from Old Flame Label, please see the ‘Unsubscribe’ link at the bottom of each email.
This sizing guide is a general guide for the fit of our garments - Each garment can differ depending on the fabric and style.
Please also reference the ‘FIT’ tab and ‘MODEL’ stats on each garment page for a more detailed description. Here we will let you know if you should take your true size, if the garment is ‘oversized’, or any other important information to help you find your best fit.
If you have any queries, please feel free to contact us at firstname.lastname@example.org - We are more than happy to help you with any questions you may have.
All orders placed before 1pm will be shipped on the same day. Orders placed after 1pm, on a weekend, or a public holiday will be shipped on the following business day.
Orders over $150
Will receive free express shipping via Aus Post.
Orders under $150
Will incur a flat rate fee of $10 for the express shipping via Aus Post.
Orders over $300
Will receive free express shipping via DHL.
Orders under $300
Will incur a flat rate fee of $30 for express shipping via DHL.
Orders under $300 - NZ
Will incur a flat rate fee of $30 for express shipping via DHL, or $15 via Aus Post.
ESTIMATED DELIVERY TIMES
|Metropolitan||1-2 Business Days|
|Regional||1-4 Business Days|
|New Zealand||2-5 Business Days|
|Rest of the World||3-10 Business Days|
• Items can be returned within 7 days of delivery for an exchange (Australian customers only, and only if stock is available), store credit, or full refund
• All customers are required to pay for their return shipping costs - We recommend using a tracked method of postage.
• Items must be received in original condition - unworn, unwashed and all tags still attached.
• We strive to process your return within 2 business days of receiving it at our warehouse.
• We will send you an email with the details of your processed return.
• Please email email@example.com if you believe your product is damaged or faulty, we will treat this return as a high priority.
• Old Flame Label reserves the right to decline a return if it is outside of the returns window (7 days after delivery), or if the item is not in its original condition (if it’s worn, washed, or tags removed).
• If a return is declined (or does not meet out returns policy) the product/s will be automatically returned to the address of the original order. The sender will be charged another returned shipping fee.
• All Sale items are final, and cannot be returned unless they are faulty.
• Exchanges available for Australian based customers only.
• Customers are required to pay for their return shipping costs.
• Some of our styles are limited release, so we cannot guarantee that we will have your requested size or colour available for an exchange.
• Any exchanges requested that we do not have in stock will be automatically issued as a store credit.
• We only offer exchanges for the same product (size or colour). If you wish to exchange for a different product, please request a store credit and use this to place a new order.
• Refunds are offered on all orders, except sale items.
• We will deduct a $10 handling fee.
• Customers are required to pay for their return shipping costs.
• All refunds are processed back to the original payment method used to purchase.
• Please allow up to 5 business days for the refund to reflect on your credit card statement. This varies depending on the payment method used to purchase.
• Store credit is valid for 12 months from date of issue.
• You will be emailed a unique code to apply at checkout.
REFUNDS WITH AFTERPAY
• You have the option to return one or all of your items for a refund with an AfterPay purchase.
• We will deduct a $10 handling fee when you have purchased using AfterPay. Therefore you will still have to pay $10 with AfterPay.
• If you return your items before your first AfterPay payment, these amounts will be removed from your AfterPay plan.
• If you have already made an AfterPay payment, this payment will be refunded and the rest of the payments removed from your plan.
• If you have purchased multiple items, and only with to return one or more, we can remove particular items from your AfterPay plan.
• Duties, taxes and VAT are not refunded on international returns.
• International customers are required to pay for their return shipping costs.We recommend using a tracked method of postage)
• Exchanges are not available for international orders, however you can apply for a store credit and use this to begin a new order.
PLEASE PROCESS ALL RETURNS THROUGH OUR PORTAL WITHIN 7 DAYS OF RECEIVING YOUR ORDER. VIEW TERMS AND CONDITIONS IN RETURNS SECTION PRIOR TO INITIATING RETURN.
DIRECT ME TO RETURNS PORTAL