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Frequently Asked Questions

1. Do you offer bulk pricing?

Yes, we do offer bulk pricing for quantity over 100 pieces. Please send us a quick message through our website and a member of our client services team will be in touch with you.

2. Do I need to create an account to shop with you?

No, you can use the guest account feature to shop with PASSU, however, by registering for an account with us you will be able to access plenty of additional options:

  • Keep track of your current orders
  • View your order history
  • Enjoy faster checkout
  • Access to PASSU reward points and much more.

3. Is there a minimum number of garments I need to order?

No, there is no minimum order requirement for any fashion product in our store. However, minimum order quantity (MOQ) condition applies to all promotional items.

4. What if I want to change my order?

If you wish to modify your order, we will do our best to accommodate your requests if not too late. Please email us at sales@passu.com.au or call us at +61 402 058 500 during regular business hours – Monday to Friday, 9 AM to 5 PM.

If you email us, a customer sales representative will respond to your email within 24 hours during regular business hours. If you call us outside of regular business hours, please leave a message and we will return your call promptly.

5. Do you ship to PO Box addresses?

No, we do not ship to PO Box addresses. Our Australian orders are shipped using Australian Post. All orders require a signature upon delivery of goods, so please ensure someone is available to receive your order. Due to COVID19, no contact delivery policy may be applied.

In case of unsuccessful delivery, your order will be returned to the closest Australia Post office.

6. What payment methods and terms apply? Is my payment online secure?

Our online store accepts secure payment via PayPal, Visa, Mastercard, or AMEX.

At PASUU we take your security very seriously and have always made it a top priority. Your account will never be charged unless we have received confirmation from you to do so.

Further, we use Square Payment gateway & Paypal Checkout on our website that allows us to offer state of the art security features. Our clients can have absolute peace of mind when shopping with PASSU.

7. Can I have a business name/logo on my garments?

Absolutely, PASSU offers a complete customization solution. We offer quality embroidery and printing of your logo branding. Please check out our Customisation menu for more information about customizing your garments, or email sales@passu.com.au for more information.

Alternatively, customers can request a free quotation through our website (refer to Q. 8).

8. How can I use the Customization feature on your website?

Our website allows customers to request a free quotation on customization on almost anything available in the online store. Our 5-step customization model is simple and effective to use:

  • Choose a Product on our website that you would like to get customized
  • Select customization options, such as embroidery/printing along with positions
  • Upload your artwork/designs and specify any special requirements
  • Preview your designs
  • Request for a free quotation

Due to the complexity involved with customization, there are plenty of elements to consider. PASSU does not offer customers an automatic price calculation on customization, instead, we prefer to engage with customers, understand their unique requirements, and process a quotation that is best for all parties. Our design specialist team loves to decide the best option for customers. :)

9. I've received my quote with customization via email and would like to place an order – what now?

Once we have confirmation from you that you'd like to place your order with customization, we will email you back a tax invoice for payment. We do require full payment before we can process your order. Please make payment within 48 hours to secure your order.

10: How long does it take to get customization orders complete?

Orders that require branding will take longer, and delivery times may vary depending on production schedules. Please allow up to 2-3 weeks for all customization orders to be completed and dispatched to you. If anything changes, we will let you know straight away :)

11. I prefer to order via email – is this possible?

Yes, of course – all we need from you is the below information and we can then email you back a tax invoice for payment:

  • The product you would like to purchase
  • The quantities you would like of each product
  • Any customization option selected
  • Your delivery address and billing address
  • Your contact phone number for delivery

12: Can I purchase undecorated products from your website?

Yes, of course. Customers can purchase undecorated apparel/or any other product from our website at any time and use the checkout feature to place the order.

For customization/decoration, the order process is slightly different as first we will understand your unique requirements and then process a quotation. Once the quotation is accepted by the customer, our sales team will send you an invoice for payment and confirm the order (please refer to the customization page for more information).

13. Can you send me a sample?

Unfortunately, we can't send out free samples. We recommend you purchase a product through our website if you are not sure about something before placing a large order.

We are happy to refund the cost of undecorated products purchased from us with a return fee policy. Please refer to Shipping & Returns for further details.

14. Can I return undecorated items?

Yes, you can return your order as long as the items meet our return conditions. You have 3 days to return your order from the date your order was received. Goods must be in original condition with all tags and packaging intact.

To process your return please email us at sales@passu.com.au with your order number.

Once the return request has been received, we will email you a Return Authority form (RA form). This is important – we cannot process your return without a valid RA form. Your RA number is valid for 48 hours. Please include the completed RA form with your return order and send it off to us and we will do the work from there!

15. Can I return customized items?

We do not accept returns or exchanges for change of mind on customized products with personalized embroidery or printing. Please read our return policy on our Returns page for branded/customized items.

16. Can I return sale items?

No, returns or exchanges are not accepted on sale items.

17. Will I need to pay the freight for my return order?

Return postage cost will be at your expense unless items received are faulty or not as ordered. If you believe your item is faulty, please contact sales@passu.com.au prior to returning to us. We cannot accept liability until items are received and have been confirmed as faulty.

18. How much is the return fee?

Apart from the return postage cost that will be at your expense, an additional goods return fee will be charged to the customer as PASSU will have to arrange logistics to return the goods back to the supplier.

19. Do you accept payments over the phone?

No. PASSU will never ask for your personal or card details over the phone. All payments are processed online through our secure payment gateway.

If you have been asked for any personal details over the phone, please immediately contact our sales team to investigate. We take your security very seriously.

20. How long will it take for my order to be delivered?

This depends on how far we are sending your order and stock availability however most undecorated orders (without any customization requests) are processed within 7 days, and please allow 14-20 days for shipment to be delivered.

21. What are your freight charges?

Shipping costs are automatically calculated during the online purchase based on your order value. You can find this information on our shipping page. We send all parcels purchased through our website by Australia Post unless otherwise specified.

22. Can I pick up my order from your warehouse?

No, all orders are dispatched by courier to your provided address.

23. Do you ship internationally?

No, for now, PASSU products are only available in Australia.

24. What currency will I be charged in?

All PASSU product prices indicated and payments made on passu.com.au are in Australian Dollar currency AUD and all prices are inclusive of GST.

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