FREQUENTLY ASKED QUESTIONS

Yes we do. Please see them here

With every order you will receive a notification email when we ship out your order. In that email there will be a tracking link. 

Realism is founded and established in the city of Melbourne, Australia.

All orders are shipped from our warehouse in Melbourne, Australia.

During normal periods (excluding EOFY, BFCM and Christmas/Boxing Day) dispatch times are 24 - 48 hours.

During busy periods (such as EOFY, BFCM and Christmas/Boxing Day) dispatch times will take 1 - 3 business days.

Please note that orders are only dispatched from Monday to Friday, if you place an order Friday night, it may not be dispatched until the following week.

Australian Orders

Shipping within Australia is completed through Australia Post.

Delivery Times:

• Standard Domestic Shipping: 3 - 6 business days
• Express Domestic Shipping: 1 - 5 business days 

International Orders

International shipping is handled through DHL eCommerce. Delivery times will vary country to country.

Delivery times (estimated)

• DHL eCommerce: 3 - 8 business days
• Auspost International: 7 - 14 business days 

Yes we ship worldwide via DHL express or Australia Post international parcel post. Please note that we are not responsible for custom duties relevant to your country

Australian orders:

• Taxes are included in your order.
• Custom duties do not apply

US orders:

• Customs and duties are collected during checkout

International orders:

• Customs and duties are generally not collected during checkout
• If a customs/duities/taxes line item is visible in your cart during checkout, then we are collecting customs and duties in your order

Important note:

• Realism is not responsible for any additional custom duties or taxes that may apply for orders going outside of Australia. It is your responsibility to check with your local authorities before placing an order.
• if payment to your local customs department is not made, your order will be returned to us and a shipping handling fee will be deducted from your refund.

We accept returns for store credit or exchange within 14 days of purchase (in-store) or receiving your product (online orders).

To initiate a return, submit your exchange request through our returns portal:
https://realismclo.loopreturns.com/#/

If you receive a faulty item (manufacturing fault), we will facilitate an exchange or process a refund to your original payment method.

Returned items must be in resalable condition or it will not be accepted. To be in resalable condition, products must have their original packaging (tags attached), unwashed, unworn and undamaged.

Alternatively, you may visit one of our stores to initiate a return. You will need a proof of purchase, provided it is within the 14 day period since you received your order. We recommend calling ahead to confirm stock availability before visiting.

IMPORTANT NOTES

• Exchanges are not available on already exchanged items
• If your requested item is out of stock, store credit will be issued
• Realism does not accept returns on the following items: socks, hats and accessories for hygiene reasons
• Items purchased online may be returned in-store (and vice versa) with proof of purchase
  
• Once received, exchanges can take up to 2 to 3 weeks to be processed and shipped back to you.

Once your package has been received, credit/exchanges can take up to 2 to 3 weeks to be processed and shipped back to you.

Why I have not received my order within the estimated time?

Please check the following before contacting our customer service team:

• Check you have received an email confirming your order has been dispatched.
• Check the tracking information that is included in your dispatch confirmation email using the relevant link.
• Check for emails, phone calls and attempted delivery cards from one of couriers, it may be that your parcel is being held at your local depot awaiting collection or redelivery.
• Check nobody at your address has taken the delivery on your behalf

Although our couriers should not leave your parcel with a neighbour its always worth checking with your neighbour just in case.

Please contact the carrier and online@realismclo.com and we’ll do our best to resolve the issue as quickly as possible.

Sometimes, there can be a delay in getting your parcel to you. Usually this is out of our hands, but we will do everything we can to speed up the process.

If you have not received your order within 14 business days, please email us at online@realismclo.com, and we will launch an enquiry and hopefully get your parcel to you as soon as possible.

Please note: We are NOT responsible for stolen/lost packages, packages sent to the wrong address, or refunding/replacing packages in these cases. We are not responsible for any packages once they are in the hands of any one of our shipping subsidiaries.

Unfortunately, we are unable to amend any details or addresses on orders once it has been processed at our warehouse.