Shipping & Delivery Policy

1. Overview

Brand Ground offers delivery and collection options depending on the type of order, customer and fulfilment arrangement.

These may include:

• courier delivery;
• delivery to an agreed business or organisation address;
• delivery to a participating school;
• collection through an authorised coach or school representative; or
• another collection or delivery method agreed for the order.

The applicable method will be communicated or displayed as part of the order process where relevant.

2. Production & Delivery Lead Times

Lead times vary according to the type of product and order.

Factors affecting fulfilment may include:

• product availability;
• garment size and colour availability;
• supplier lead times;
• artwork approval;
• custom manufacturing;
• sublimation;
• embroidery, printing or branding;
• order quantity;
• school or team fulfilment schedules; and
• courier transit time.

Where a specific production or fulfilment period is agreed with the customer, that agreed period will apply to the order.

Any date described as an estimate is not a guaranteed delivery date unless Brand Ground expressly confirms otherwise.

3. Delivery & Collection Methods

The available delivery or collection method may depend on the product, customer location, school arrangement or order type.

Brand Ground may use third-party courier or logistics providers to deliver orders.

For participating schools, delivery may be consolidated and sent to a designated school or authorised collection point rather than individually couriered to each parent.

4. School Orders & Coach Handover

Certain school orders may be delivered to a designated school, coach, school office or other authorised collection point.

Where this method applies, customers will receive applicable order-status or collection information as the order progresses.

A school or coach may receive an order from Brand Ground before the product is physically collected by the parent or learner.

The order status may therefore distinguish between:

• an order being prepared;
• an order being ready;
• the order being handed over to the authorised school or coach; and
• final collection by the parent, learner or authorised recipient.

Customers should follow the collection instructions provided for their specific school or order.

5. Courier Delivery

Where courier delivery is selected or arranged, orders will be sent to the delivery address confirmed for the order.

Delivery times after dispatch depend on the courier, destination and circumstances affecting the delivery network.

Customers should ensure that someone is available to receive the parcel where required by the courier.

Courier tracking information may be supplied where available.

6. Delivery Charges

Any delivery or courier charge applicable to an order will be communicated during the ordering process, quotation or checkout where applicable.

Delivery charges may vary according to:

• destination;
• parcel size or weight;
• delivery method;
• courier service; and
• any agreed school or bulk-delivery arrangement.

Where school collection is included as part of a specific fulfilment arrangement, this will be communicated accordingly.

7. Order Status & Tracking

Where available, customers may receive updates through their Brand Ground account, order tracking page, email or another applicable communication channel.

Order statuses are intended to provide visibility into the fulfilment process and may include stages such as:

• Open;
• Prepare;
• Ready;
• Handed Over by Coach; and
• Collected.

The statuses shown will depend on the fulfilment method applicable to the order.

8. Delivery Information & Address Accuracy

Customers are responsible for providing accurate delivery and contact information when an order is placed.

This may include:

• recipient name;
• mobile number;
• delivery address;
• school or collection point where applicable; and
• any reasonably required access or delivery instructions.

If you notice an error in your delivery information, contact Brand Ground as soon as possible.

Once an order has been dispatched, it may not be possible to change the delivery address.

Additional courier costs arising solely from incorrect or incomplete delivery information supplied by the customer may be charged to the customer where reasonable.

9. Delays & Product Availability

Brand Ground will take reasonable steps to fulfil orders within the agreed or communicated timeframe.

Delays may occasionally arise because of circumstances such as:

• supplier availability;
• production delays;
• artwork or customer approval delays;
• courier disruption;
• weather or transport disruption;
• unforeseen operational circumstances; or
• events outside Brand Ground’s reasonable control.

Where a material delay affects an order, Brand Ground will communicate with the customer where reasonably possible.

If Brand Ground is unable to supply an ordered product, we will contact the customer and handle the order in accordance with applicable consumer rights.

10. Damaged, Missing or Incorrect Deliveries

Customers should inspect their order after delivery or collection.

If an order is damaged, incomplete or materially different from the confirmed order, please notify Brand Ground promptly.

Please provide:

• the Brand Ground order number;
• a description of the issue; and
• clear photographs where applicable.

Brand Ground will investigate the matter and provide the applicable remedy in accordance with our Refund & Returns Policy and applicable consumer rights.

11. Uncollected Orders

Where an order is made available for collection, customers should collect the order within a reasonable period after being notified that it is ready.

Where school collection applies, customers should follow the collection window or instructions communicated for that school.

If an order remains uncollected for an extended period, Brand Ground may contact the customer to arrange collection or another reasonable fulfilment option.

Customers should ensure that their contact details remain current so that important collection or delivery notifications can be received.

12. Delivery Responsibility

Brand Ground remains responsible for fulfilling its delivery obligations in accordance with the order and applicable law.

Where a third-party courier is used, Brand Ground will assist customers with reasonable delivery queries relating to the order.

Nothing in this policy is intended to exclude or restrict any consumer right relating to delivery that cannot lawfully be excluded.

13. Related Policies

This policy should be read together with:

• Terms & Conditions ;
• Refund & Returns Policy ; and
• Cancellation Policy .