Client relations
For all order support and enquiries
support@rhelicmonde.com
For PR, partnership and collaborations
studio@rhelicmonde.com
FAQs
Orders
When will my order be shipped?
Orders are typically dispatched within 1-2 business days.
Pre-order items are dispatched within the estimated timeframe shown on the product page. If your order includes both in-stock and pre-order items, it will be shipped once all items are available.
Tracking details are sent by email once your order has been dispatched.
Can I modify or cancel my order?
Orders are processed shortly after they are placed. If you need to make a change, contact support@rhelicmonde.com as soon as possible.
Once processing has begun, we may not be able to amend or cancel your order.
How can I track my order?
Once your order has been dispatched, you will receive an email with tracking details.
Shipping
Do you ship internationally?
Yes. Rhelic Monde ships from Australia to most international destinations. Available shipping options are shown at checkout based on your location.
How much does shipping cost?
Shipping rates are calculated at checkout based on destination and selected delivery method.
How long does delivery take?
Orders are dispatched within 1-2 business days.
Estimated delivery timeframes are as follows:
- Australia Domestic Shipping: 2-7 business days
- International Tracked Shipping: 3-12 business days
Delivery timeframes are estimates only and may vary due to courier networks, customs processing, and destination. During peak periods (such as Black Friday and major sale events), processing times may be slightly extended.
Will I be charged duties and taxes?
International orders may be subject to duties, taxes, and import fees imposed by local customs authorities. These charges are not included in our prices or shipping costs and remain the responsibility of the recipient.
Returns & Exchanges
What is your return policy?
We accept returns on eligible orders within 14 days of delivery.
To be eligible for a return, all items must be:
- Unused, unworn and in original condition
- Returned in their original packaging, including dust bag
- Accompanied by all original tags and accessories
- Approved for return prior to being sent
A $15 AUD processing fee applies to change of mind returns for refunds. This fee is waived when selecting store credit.
Original shipping costs are non-refundable for change of mind returns.
Discounted and sale items are final sale and cannot be returned for change of mind.
When will I receive my refund?
Once your return has been received and inspected, eligible refunds will be processed to your original payment method, less any applicable processing fees.
Please allow up to 10 business days for your refund to appear, depending on your payment provider.
What if my item is faulty or incorrect?
If you believe your item is faulty, damaged or incorrect, please contact us with your order number and supporting photographs.
We will assess the issue and arrange an appropriate resolution in accordance with your rights under Australian Consumer Law.
Do you offer exchanges?
We do not offer direct exchanges. If you would prefer an alternative style or colour, we recommend returning your item for store credit and placing a new order separately.
Are any items final sale?
Yes. Items purchased during a sale, marked as final sale, and gift cards are not eligible for return or refund. Store credit is final once issued.
How do I start a return?
Domestic returns within Australia are accepted within 14 days of delivery, subject to our return conditions.
To request a return, please contact us at support@rhelicmonde.com with your order number and reason for return.
Once approved, we will issue a Return Authorisation (RA) number and provide the relevant return address and instructions.
Return shipping costs are the responsibility of the customer. All returns must be sent using a registered, tracked postal service. We recommend retaining proof of postage until your return has been processed.
Rhelic is not responsible for return parcels lost or damaged in transit where the return shipping has been arranged by the customer, except where required by law.
Any customs duties, taxes or additional charges incurred when returning an item to Australia are the responsibility of the sender for change-of-mind returns.
How do I return an international order?
International returns are accepted within 14 days of delivery, subject to our return conditions.
To request a return, please contact us at support@rhelicmonde.com with your order number and reason for return.
Once approved, we will issue a Return Authorisation (RA) number and provide the relevant return address and instructions.
International return shipping costs are the responsibility of the customer. All returns must be sent using a registered, tracked postal service. We recommend retaining proof of postage until your return has been processed.
Rhelic is not responsible for return parcels lost or damaged in transit where the return shipping has been arranged by the customer, except where required by law.
Any customs duties, taxes or additional charges incurred when returning an item to Australia are the responsibility of the sender for change-of-mind returns.
How long do returns take to process?
Once received, returns are typically processed within 10 business days.
Approved refunds generally appear in your account within 3-5 business days, depending on your payment provider.
Are shipping costs refundable?
Original shipping charges, insurance, duties, and taxes are non-refundable.
Materials & Care
What materials are your bags made from?
For Edition 01: Proximity, that material is Rhelic Skin™ — our custom-developed, non-leather material crafted from recycled fibres and water-based finishes.
Soft yet structured, tactile yet durable, Rhelic Skin™ was selected for the way it feels, wears and evolves over time. Lightweight, resilient and designed for everyday use, it gives the sculptural forms of Edition 01 their distinctive finish.
Rhelic Skin™ is the material story of our first edition, not a limitation on what comes next.
Future editions will continue to explore materiality in new ways — from innovative next-generation alternatives to carefully selected natural leathers, chosen for their provenance, quality and craftsmanship.
The material may change. The philosophy does not: thoughtful selection, enduring design and objects made to be kept.
Where are your bags made?
Rhelic is designed in Melbourne, Australia. Our debut collection, Edition 01, is manufactured in China in partnership with a specialist accessories manufacturer recognised for its advanced approach to recycled materials, innovative production techniques and craftsmanship.
Our manufacturing partnerships are guided by expertise, not geography. As Rhelic evolves, we will continue to explore specialist makers, materials and techniques around the world, selecting the right expertise for each edition.
How should I care for my bag?
We recommend storing your bag in its dust bag when not in use and keeping it away from prolonged moisture, heat, and direct sunlight.
Handle with care to preserve its structure and finish over time.
Will my bag change over time?
With regular use, your bag may develop subtle signs of wear consistent with use and handling. This is considered part of the life of the piece and does not affect its intended function when properly cared for.
Warranty & Repairs
Do your bags come with a warranty?
Rhelic Monde offers a 4-month warranty against manufacturing defects from the date of purchase. If you believe your item has a fault, contact support@rhelicmonde.com with your proof of purchase and images for assessment.
Where approved, the item will be repaired or replaced at no cost within the warranty period.
What is not covered under warranty?
The warranty does not cover normal wear and tear, including scuffs, stains, surface marks, misuse, accidental damage, or changes resulting from ordinary use over time.
Customer Care
How can I contact you?
For product, order, and customer care enquiries, contact support@rhelicmonde.com.
For business, collaboration, influencer, or studio enquiries, contact studio@rhelicmonde.com.
When will I receive a response?
We aim to respond to enquiries within one business day.
Where else can I find information?
You may also find further details on our product pages and Help section.
More FAQs
Are your pieces limited edition?
Each Rhelic Edition is produced in limited quantities.
Will sold-out items be restocked?
Certain styles may return upon request, while others are released in one-off or limited runs and will not be restocked.
Is my payment secure?
Yes. All payments are processed through secure encrypted systems.
Can I gift Rhelic Monde products?
Yes. Orders arrive in Rhelic Monde signature packaging and are suitable for gifting.