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Frequently Asked Questions

Can I drop my items off? +

Unfortunately not. We don’t currently have the resources, infrastructure or team to manage drop-offs from the public. We’ll be sure to let our community know if this changes in the future, but for now you can organise a contactless-collection HERE.

What happens to the textiles you receive? +

Currently 65% of items we’re receiving are in new or fit-for-wear condition and are prepared to be passed onto our epic Australian partners; Save The Children, Sacred Heart Mission, Ready Set Australia, St Kilda Mums and Good360 Australia! The remaining 35% are assessed for their suitability to be up-cycled into new items or recycled into new materials.

What happens to the shoes you receive? +

Environmentally it is best to reuse items wherever possible, so we’ll always try to reuse or repair shoes if we can! If we cannot reuse them then their materials can be of use in many ways — rubber can be shredded and developed into new products or track surfaces, basketball courts and playgrounds. Their soles can also be used to create soles for fresh shoes!

How do you recycle the textiles you receive? +

We’ve partnered with Textile Recyclers Australia to complete the recycling process, however as this industry is in its infancy here there are no commercial textile recycling facilities in Australia. Recyclable textiles are therefore sent to TRA’s partner facility in India where they are shredded down several times to fluffy fibre and then spun into new yarns that can end up in a number of products ranging from blankets, to floor rugs, to insulation! Some valuable fibres can also be blended with virgin fibres to produce yarns which can be used in manufacturing to create new products — in fact, a selection of our products are made with this yarn!

What items can you accept? +

We accept:
Clothing items (jeans, t-shirts, coats etc)
Hats
Bags (handbags, duffel bags etc)
Socks & stockings
Pairs of shoes
Linen (bedding, towels, tea towels etc)
Fabric mattress protectors (not waterproof/plastic)
Fabric off-cuts and sewing scraps
Fabric couch covers
Curtains
We don’t accept:
Unwashed items
Single shoes (pairs only)
Underwear or bathers
Bras
Carpet
Duvets/Doonas
Pillows/Cushions
Soft Toys

How should I package my items? +

For 10kg, we suggest using a box with dimensions 430x380x300mm, or approximately the size of Carry on luggage.
For 20kg, we suggest using a box with dimensions 460x410x420mm, or approximately the size of Check-in Luggage.

Check out our suggested packaging video.

How do I know if you collect from my address? +

We offer contactless-collection Australia wide! Customers living within the CouriersPlease Boomerang network will be provided a link to schedule their collection for a date and time that suits them best. Customers living outside this network will have their collection scheduled by a third-party courier who will attend for collection in the 48 hours following.

Do I earn a credit every time I participate? +

A credit is only issued for your first collection. Each subsequent collection that you purchase will not qualify for an additional store credit.

How long is my store credit valid for? +

Your credit is valid for 30 days from the date of issue and cannot be used in conjunction with any other offer or discount.

What sizes are your socks? +

We’ve got something for everyone! Our kids range spans across ages 2 — 10+ and for the adults we’ve got S/M (6-8 US) and M/L (8-12 US). CLICK HERE for our size chart!

What sizes are your underwear? +

Currently our men’s underwear is available in sizes Small — XX Large. CLICK HERE for our size chart!

Where are your products manufactured? +

Our manufacturing is aligned with ethical production, ensuring that it has a minimised impact on the environment and is free from harmful materials that are found in non-regulated manufacturing. This also ensures that workers have reasonable hours of work, payment of a living wage and safe and healthy working conditions.

What are your socks made from? +

Our socks are made from 50% recycled cotton and 50% combed cotton. This ensures that they’re just as good for your feet as they are for the planet!

What are your undies made from? +

Our men’s and women’s underwear is made from 100% combed cotton with a 100% recycled poly-over-spandex elastic waistband. Our organic women’s underwear are GOTS certified and made from 95% organic cotton and 5% spandex, with a 100% recycled poly-over-spandex elastic waistband.

I’ve lost an UPPAREL sock! What can I do? +

We know the plight of the lost sock. In fact, we think your Washing Machine is likely the culprit… That’s why we came up with the world’s first “Washing Machine Monster Policy” — whereby we’ll replace ANY lost UPPARELsock, for free! Drop our team an email at — hello@upparel.com.au and be sure to include a description of your lost sock so that we can replace it for you!

Do you wholesale your products? +

Yes! If you’d like more information please email our team at — theman@manrags.com.au.

How much is shipping? +

Good news… We offer FREE SHIPPING WORLDWIDE! You’re welcome.

How long will it take for my order to arrive? +

We fulfil domestic orders from our warehouse in Victoria via the standard Australia Post service. Domestic parcels can take anywhere between 10 – 15 business days to arrive depending on your location. If you are outside of Australia then your order will be shipped with DHL and may take up to 20 business days to arrive.

Can I select an express post option? +

Sorry not yet! We’re working towards being able to offer this as an option in the near future.

My package hasn’t arrived. What do I do now? +

We’re sorry to hear that! Reach out to our team via email at — hello@upparel.com.au with your order details and we’ll be able to investigate and further assist.

What is your packaging made from? +

Our tissue paper is made from 100% recycled wood pulp. In addition, our packaging and the tags on our products are FSC certified and 100% recyclable.

Is your packaging recyclable? +

It sure is! Our packaging is FSC certified and 100% recyclable.

What payment options are available? +

You can make payment via PayPal, Credit/Debit Card or AfterPay.

What currency will I be billed in? +

Our default billing currency is AUD, but we also offer the ability to accept payment in USD, CAD, EUR and GBP.

If I have a product subscription, how will I be billed? +

If you have a month-to-month product subscription you will be billed on the date you first joined each month. If you have selected a prepaid product subscription then you will be billed upfront and this subscription will not auto-renew at the end of its term.

Can I return my product/s if I’m not happy? +

Absolutely! We offer exchanges and refunds on products that are unworn with tags attached. Please return your item/s to — 3 Phoenix Court Braeside VIC 3195

Can I refer a friend to your recycling program or subscriptions? +

Absolutely! You’ll need to make a customer account so that you can refer friends and family via the referrals account function.

I have a product subscription. Can I change the address? +

Certainly! Just login to your account and you’ll be able to update, add or remove addresses from your address book.

How can I cancel my product subscription? +

Login to your account and you will be able to cancel any active subscriptions in the ‘Subscriptions’ section. Please note, prepaid subscriptions do not auto-renew so there is no need to cancel these.

I can’t see store credits in my account. Where can I find these? +

Your sock recycling or clothing recycling credit will be included in your Confirmation email. If you cannot locate this, please email our team at — hello@upparel.com.au with your order details and we’ll be able to investigate and further assist.