Your branded merch questions, answered

Every time you make an order with us, we offset more emissions than your order produces, essentially giving the process a negative carbon footprint. We work with Carbon Neutral to reduce and remove emissions by supporting reforestation, regenerative agriculture, renewable energy, methane capture, blue carbon, and more.

Our carbon estimations factor in the entire production and delivery process, from design and manufacturing to packaging, transport, warehousing, and handling. We also work with suppliers who share our sustainability goals to balance both sides of the emissions equation.

We make some big claims, but we have the paper trail to back them up. Our B Corp suppliers hold all relevant certifications for organic cotton, recycled products, and more—and you can download them directly from the relevant product pages.

Absolutely! We offer products made from recycled polyester, cotton, plastic, and aluminium, as well as organic virgin cotton. Choosing recycled materials helps give a second life to things like plastic bottles, fishing nets, textile cut-offs and soft drink cans without compromising on the quality of the product.

Sustainable materials aren’t much use if the end result is a short-lived product that goes straight to landfill. We carefully select our suppliers to deliver products that are made to last, whether you’re looking for water bottles that actually keep your water cool, workwear that works as hard as you do, or a trusty t-shirt that won’t lose its shape after a few washes.

Before we use a new supplier, we make sure they can provide clear evidence of fair wages, safe working conditions, and ESG best practices. Many of our suppliers are certified B Corp businesses, each with clearly documented sustainability and ethical practice policies.

Brilliant Merch Co. delivers all over Australia, and can even ship products internationally. Delivery times and prices will vary depending on the destination and the size, quantity, and weight of the product.

Exact delivery time depends on the product, the size of the order and the time of year. Some items can be turned around fairly quickly, while others that require a more complex decoration method can take longer. You will be provided with an expected timeline before you place your order, and we’ll let you know how it’s progressing with status updates via email and Merchpad notifications.

You sure can! We’ll provide full tracking details as soon as your order is shipped (depending on your delivery method—different couriers may offer varying levels of GPS/status tracking). You’ll be able to see when your designs are confirmed, when production begins, and when the order is on its way to you via your Merchpad account.

Unfortunately we can’t send the same order to multiple addresses, but our sister company Look Brilliant specialises in working with large companies who need orders shipped directly to their staff. If this is something you’re looking for, reach out to the team at Look Brilliant.

To make sure your merch makes a splash, you’ll want to:

• Choose items that you’ll actually use; things that your employees or community will use and enjoy for years to come.
• Brand it like a pro: We’ve left you with the decoration methods to make your branding pop without compromising the quality of the product.
• Focus on quality; premium items last longer, feel better to use, and keep your brand looking brilliant.

Every product on our website can be customised with your logo or artwork, but the printable area may be smaller on some products than others. Have a play around with the AI Visualiser to see how your designs look on each of the different products you’re looking at, and give our in-house designers a shout if you’ve got your heart set on a specific item but need help adjusting your artwork.

Of course—in fact, we strongly recommend it. Our online product customiser includes an AI visualiser to give you an idea of how your product will look. If you like the mock-up, you can attach it to your enquiry and our designers will do their best to bring it to life—just keep in mind that AI-generated images are only a guide, so colours, sizing, and placement on the finished product may look a little different in person.

The final proof will be created by a real person who knows exactly how your chosen decoration method will look on the finished product, and we’ll always confirm the final designs with you before beginning production.

Of course—in fact, we strongly recommend it. Our online product customiser includes an Yes, but size and colour selections are each a little different. Different colour variants of the same product will need to be added to your order individually, but you can select multiple sizes and different quantities of each within that one colour variant.

For example, if your team members were all getting the same kind of shirt but some wanted it in red and others in blue, you would select the shirt from our product gallery, choose a colour at the top, confirm the quantities for each different size you want in that colour, then add all the shirts in that colour to your cart. You’d then change your colour selection at the top of the product page and add size quantities for the new colour, adding them to the same cart.

Once all the red and blue shirts were in your cart (with a couple of pens and water bottles for good luck), you would submit your order. All the shirts would be part of the same order number, even though you added the colours to the cart separately.

We need vector files to keep your logo or design looking sharp—ideally AI (Adobe Illustrator), CDR, EPS or PDF files. Non-vector files may need to be redrawn manually, which will end up costing extra.

So many! We offer a range of decoration methods that all really make your branding pop. The most effective method varies depending on the shape, material, and intended use of your product; see for yourself with our AI Mock-Up Visualiser, or talk to our merch experts to learn more.

Yes you can! When you add compatible products to your cart, a note will pop up showing how many more products with that decoration method need to be added to qualify for shared pricing. The products themselves can be completely different—you just need to be applying the same design with the same decoration method to qualify.

There are no merch gatekeepers here! Anyone can order from BMCo.

It varies depending on the product and your selected decoration method, but our product listings always include a clear production timeline. We’ll also keep you updated as your order progresses to keep you in the loop and make sure everything is happening on schedule.

We offer a range of flexible payment options, including Visa, Mastercard, American Express, and Discover.

We’ll provide estimated shipping dates for each individual item you order, but we recommend allowing at least 4 weeks for everything to arrive. If you’re in a rush and need something a little faster, contact our merch experts—we’ll do our best to make it happen!

Super easily. Every order you place through Merchpad will be saved to your account, so you can reorder your favourite merch as many times as you want without having to start from scratch.

Some products require a minimum order, others don’t. Check out our low to no minimum order collection to see merch that can be bought individually or in small batches.

Yes! The more you order, the cheaper each unit will be. Quantity breaks are displayed on our bulk price calculator, and your cart price will automatically adjust based on the units you select.

We also offer shared unit pricing, so you can combine multiple products with the same decoration method to qualify for bulk orders. No need to buy fifty of the same t-shirt for a bulk discount; as long as enough items in your cart go through the same production process (and the store will tell you whether they do and how many more you need to clarify), you’ll qualify for bulk pricing.

If something isn’t right with your order, please send our team an email with your order details and photos of the problematic item so we can see exactly what’s gone wrong. We stand by the quality of our products, but if something does go wrong, we’ll always work with you to make it right.

Because all of our products are custom-made with your team’s branding, we’re unable to accept returns or offer refunds if you change your mind after placing the order. We recommend reviewing your items carefully and confirming with all relevant team members before locking in your order, and reaching out to our team directly (before production begins, if possible) if you have any doubts.

Quality products are what we—and our suppliers—are known for. If your order shows up with branding or a print quality that doesn’t match our standards, please send us photos of the products with your order number so we can see what happened and work with you to find a solution.

If you need to make changes or cancel your order, please reach out to our team as soon as you can. We will always try our best to meet your requests, but once an order has entered production, it is typically too late to cancel—the time and materials have already been used up.

While we can’t offer change-of-mind refunds on custom-made merch, we will absolutely work with you to find the best solution if there is a genuine fault, error on our part, or quality issue with your order. Getting it right for you is what we’re here for.

The best way to get in touch with us is through our email at hello@brilliantmerch.com.au or by calling (08) 9477 6888. You can also fill out the enquiry form on our contact page, but for time-sensitive questions, a call or direct email will probably be seen sooner.

For emails and messages, we’ll do our best to get back to you within 1 business day. If you call our office and can’t get through, we’ll call back at the earliest opportunity.

Please include your order number in your email or have it ready to quote on the phone. You can find the number in your order confirmation email, or in the Orders section of your account dashboard on Merchpad.

Apart from that, we’ll just need a detailed description of the issue you’re dealing with so we can put you through to the appropriate expert and get to the bottom of what’s happening as soon as possible.

Our focus is on accessibility for brands making small, simple orders than bespoke services for larger clients—BUT, our sister company Look Brilliant can absolutely help you out. Their account managers have spent decades building relationships with businesses of all sizes and industry.

If you’re looking for a more personalised experience, get in touch with their team.

Just head over to the profile icon in the top right corner of your browser (between the shopping cart and search button). Give it a click, fill in your details, and enjoy easy access to your own personalised Merchpad anytime, anywhere!

So much! You can:

• Access the AI mockup visualiser (an unlimited number of times!)
• Manage brand assets
• Track the status of ongoing orders
• Download invoices and documentation for past orders
• Save and manage delivery addresses
• Update personal details like your name, email, and password
• Save payment methods for faster checkout next time

And that’s not even counting the brilliant things you can do through Merchpad to customise your products, approve artworks, and confirm your orders all in one place.

We can’t offer full GPS tracking or step-by-step monitoring of every stage of production, but you’ll be notified when your order is confirmed for production, and then again when it’s out the door and on its way to you.

Depending on your delivery method, your courier may provide more detailed tracking services once the order is in their hands.

Yes! You can save, add, remove, or swap your preferred delivery address at any time from the Account Details tab.

Your previous orders and invoices will all be saved under the Orders tab on your account dashboard. We’ll also have sent you a copy of each invoice directly via email when the order was confirmed.