General Company Information
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Rival The Label finds its home base in Melbourne, where our brand originated and continues to thrive. However, our reach extends far beyond Melbourne as we strive to unite and serve our incredible global community.
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To explore opportunities with our ambassadorship program, feel free to reach out to us by sending an email to ambassadors@rivalthelabel.com. We're
excited to hear from you and discuss potential collaborations.
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You can get in touch with us by sending an email to
support@rivalthelabel.com. -
Anticipate a reply during regular weekdays, typically within 24-48
hours.
Product Related Questions
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Ensuring the perfect fit is simple! Head over to the product page of the specific product on our website and refer to the detailed size chart/product fit recommendations provided. This chart offers precise
measurements to guide you in selecting the ideal size for your perfect fit. -
Our products typically follow true-to-size scales, but we also offer recommendations on fit based on personal preference which can be found in each product description. Check out the product description for our size guides for accurate measurements , true to size scales, fit tips and styling tips.
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Maintaining the quality of your clothing is essential! We recommend checking the product care instructions provided with each item and shown on each product page. These tailored instructions will guide you on the best ways to keep your garments in the best condition.
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Yes, our products are sourced ethically to ensure responsible and sustainable practices throughout our supply chain.
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Yes, sustainability is at the core of our production practices. We prioritise eco-friendly methods to minimise our environmental impact and ensure responsible manufacturing processes.
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At Rival we're committed to sustainability and are continually exploring opportunities to reduce our environmental footprint. Our pieces feature ethically sourced fabrics, ensuring fair wages and eco-conscious production. We prioritise biodegradable packaging to minimise environmental impact. These steps reflect our ongoing dedication to a more eco-friendly future.
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For specific washing guidelines, we recommend checking the care label on the item itself and exploring the product description. You'll find
detailed washing recommendations tailored to each piece, ensuring they stay in great shape wash after wash.
Order and Payment Questions
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We currently accept card payments as well as Afterpay for your convenience.
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At Rival, we want you to be absolutely over the moon with your purchases. If, for any reason, you find yourself not completely in love with your pieces, we've got you covered with our hassle-free return policy that allows for EXCHANGE, REFUND or STORE CREDIT.
We offer a generous 28-day return window from the date of delivery. Within this period, you may initiate a return for the items you wish to send back for EXCHANGE, REFUND or STORE CREDIT.
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- The item is in its original condition, unworn, unwashed, and with all original tags attached.
- You have your proof of purchase, such as the order confirmation or receipt.
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- All sale items
- Items brought with a discount code or during a promotion
- Items must not have make-up, tan stains or pet hair from wear or try-on
- Items must have all tags attached & untouched
- Items must not have been worn or damaged and must be in original packaging
- Return parcels must have reference to order name or order number (fill in returns card) to allow us to identify the order.
Rival reserves the right to deny a return if items are returned used, marked, worn or damaged in any way or have any form of excessive hair, perfume or scents on the fabric. These soiled or damaged items
will be returned to the sender. You will be notified via email if your returned item is not suitable for a refund.
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Follow these simple steps to initiate your return:
- Contact our customer support team at [Customer Support Email] within 28 days of receiving your order.
- Provide your order number and a brief description of the items you wish to return, along with the reason for the return.
- Whether you would like to exchange or refund.
- Our team will guide you through the return process and provide you with a return authorisation.
- Securely package the items, including all original tags, and send them back to us using a trackable shipping method.
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Upon receiving and inspecting the returned items, we will issue you with a store credit for exchange or issue your refund for the purchase price of the returned items, excluding any shipping charges.
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Please note that certain items, such as those items mentioned above may not be eligible for return.
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If you receive a damaged or defective item, please contact our Customer Support team immediately at support@rivalthelabel.com and we will assist you in resolving the issue.
- What happens if I can't print out the label?
You can print the return label at your local post office.
- Do I pay for the return?
Return shipping costs are the responsibility of the customer unless the return is due to an error on our part. We recommend using a trackable shipping method to ensure the safe return of your items.
- I have placed my order but haven’t received a confirmation email yet
Please check both your junk and spam folders and if it has not arrived to you please email support@rivalthelabel.com
- I have taken off the tags of my order. Can I still return it?
As per our returns policy, items must have all tags attached & untouched
- I think my item is faulty, what do I do?
If you believe your item is faulty please send your order number and details of the fault including pictures to support@rivalthelabel.com
Shipping Questions
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Unfortunately as our carrier is unable to do this we can not ship to PO boxes.
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We recommend first thoroughly searching around your property and checking with neighbours. Then contact the carrier for proof of delivery if it is still not found. If you're unable to locate the package after these efforts, please contact support@rivalthelabel.com for further assistance. However, please note that we are unable to issue refunds for parcels that have been marked as delivered but can’t be located.
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If the package has been sent out already the address for the parcel will be outside of our control, however if you’re quick post order you can email support@rivalthelabel.com and we will endeavour to change the address ahead of postage.
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We do on orders over $150 AUD.
STOCK AND AVAILABILITY QUESTIONS
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Join our VIP email list! This exclusive group gets the inside track on all our latest releases before anyone else. You'll receive notifications straight to your inbox, ensuring you're always in the loop when we have a new drop hitting the shelves. Don't miss out—be the first to explore our newest arrivals and get your hands on all on restocks!
DISCOUNTS AND PROMOTIONS
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You can enter your discount code at checkout and it will be deducted from your purchase providing your promo code is valid.
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Discount codes can not be used in conjunction with any other offers.