Frequently asked questions
Got a question? There’s a fair chance the answer’s here. If not, give us a yell at oi@ockerapparel.com.au.
Orders & Production
Are your products made to order?
Yep. Every Ocker garment is printed especially for you by our fulfilment partner, Printful.
Making products to order helps reduce unwanted stock and waste, but it means your order needs to be produced before it ships.
How long does production take?
Most orders take approximately 2–5 business days to produce before shipping. Production can take longer during busy periods, public holidays or when a product needs additional quality checks.
Delivery time is added after production.
Can I change or cancel my order?
Contact us immediately at oi@ockerapparel.com.au.
Production can begin quickly, so we can’t guarantee changes or cancellations once fulfilment has started. Check your products, sizes, colours and delivery address carefully before completing checkout.
Where are orders produced?
Printful uses fulfilment facilities in Australia and overseas. The facility used can depend on the product, size, colour, stock availability and delivery destination.
Products from the same order may occasionally be produced at different facilities.
Shipping & Delivery
How much does shipping cost?
Shipping is calculated and displayed at checkout before you pay. The cost depends on the products ordered, quantity and delivery destination.
How long will delivery take?
Your total delivery time includes both production and shipping:
Production time + shipping time = estimated delivery time
Where available, an estimated delivery timeframe will be shown at checkout or in your order information. These dates are estimates rather than guaranteed arrival dates.
See our Shipping Policy for complete details.
How do I track my order?
We’ll email you tracking information once your order ships. Tracking can sometimes take a short time to update after the carrier receives the parcel.
You can also view available order information through your Ocker account.
Why did only part of my order arrive?
Don’t panic—products from the same order can sometimes ship separately because they were produced at different facilities or became ready at different times.
Check your shipping confirmation for additional tracking numbers.
What happens if my order is delayed or missing?
Check the tracking information, delivery address, safe-drop locations and your local post office or collection point first.
If it still can’t be located, email oi@ockerapparel.com.au with your order number and we’ll help investigate.
Where possible, potentially lost parcels should be reported within 30 days of the estimated delivery date.
Returns & Problems
Can I return or exchange something because I changed my mind?
Because our products are made to order, we generally don’t accept returns or exchanges for change of mind, ordering the wrong size or choosing the wrong colour.
Please check the sizing guide and order details carefully before purchasing.
This doesn’t affect your rights under the Australian Consumer Law.
What if my item is damaged, faulty or incorrectly printed?
Give us a yell at oi@ockerapparel.com.au as soon as possible.
Include your order number, a description of the problem and clear photos showing the issue. Once assessed, we’ll arrange an appropriate solution, which may include a replacement or refund.
See our Returns & Refunds Policy for complete details.
What if I received the wrong product or size?
Contact us with your order number and photos of the item and packing slip. If we sent something different from what you ordered, we’ll get it sorted.
Accounts & Payments
Why am I being asked to continue with Shop?
Ocker uses Shopify’s secure customer account system. If you already use Shop or Shop Pay, continue using the same email address—there’s no need to create another password or separate Shop account.
Do I need an account to place an order?
No. You can shop and check out without signing in.
Signing in makes it easier to view your order history, manage your details and use your saved Shop Pay information.
What currency are prices displayed in?
All prices are displayed in Australian dollars unless stated otherwise. Any shipping charges and applicable taxes will be shown before you complete checkout.
Gift Cards
Do Ocker gift cards expire?
Nope. Ocker Apparel gift cards have no expiry date. Use the full balance at once or across multiple orders until there’s nothing left.
Gift cards are delivered electronically and can’t be exchanged for cash except where required by law.