CustOMER FAQ at REMO General Store

A: Yes, we think so. We've gone to great lengths to ensure this. The new cotton fabric (knitted especially for us in a Shanghai factory that we deal with directly) is actually a little heavier than the one we used to use (200gsm as opposed to 190gsm). In all other respects the make is identical. Some batches of the shirts can sometimes feel a bit thin, but they tend to bulk up after the first washing. The cotton is not soft and combed but is rather left "carded" ... which gives it sturdy feel after washing.

Q: Are the sizes for the "Original Fit" T Shirts the same?

A: More or less. Our Medium (still the most popular size for men and our original "One Size Fits All" size) is pretty much the same as it was before. However, personal tastes have changed and many CustOMERs are finding that they are now more comfortable wearing smaller REMO sizes. Our Original Fit T Shirts are designed to be loose fitting, so exact size is not as critical as it might otherwise be. Even so, to ensure that you order a size that you're going to be happy with, you should pop this Size Chart for further guidance. Finally, you might want to track the results of this CustOMER Poll!

Q: What about the print quality for the designs? What's the deal with the transfers?

A: Most of our T Shirt designs involve a new design application process which incorporates the use of specialised transfers that are printed for us on a very large HP Indigo located in California ... or locally using specialised papers from Germany. (We use a special hydraulic press to apply the designs.) These various processes enable us to offer diversity and design variety that we could only dream about in the past. The transfers deliver a sharper image than before, although sometimes (on the white T Shirts) you can, over time, make out the line where the transfers ends, and with the dark T Shirts the transfer actually sits on top of the fabric. This is the nature of the digital-transfer-technology beast. However, we're fast learning to design around the limitations; and, for example, many of our designs on white now incorporate a subtle background. This overcomes the 'visible panty line' factor. Finally, as with all transfers, one should not apply an iron directly onto the image, but rather iron gently from the other side of the garment.

Q: By when will the REMO Special Things range be expanded to General Store levels?

A: Sooner or later. Slowly but surely we will add to our portfolio of Special Things. We're being extra fussy this time around. Neat little gizmos no longer make the grade. The "thing" in question has to be "special" enough to warrant our focus and collective attention. Lots of items from our 20th Century General Store will come back, but not everything. The constituency and order of returning items is being determined by you CustOMERs. See here and here.

Q: What are the the Australian Delivery Methods & Costs?

A: Orders are shipped anywhere between 1 and 5 business days from order receipt (it generally depends on how busy we are, if you want to push to the head of the queue you would use the FAST service). Delivery times are from shipment date.

For shipping to delivery addresses within Australia, we offer two alternatives: Regular or Fast. Regular shipments are sent via Australia Post. Delivery & Handling charges are driven by order weight but are flat-rated to anywhere in the country (more democratic). The faster method uses either Express Post or a courier service. For the faster service, charges are based on both order weight and distance.

Q: How many days will my order take to get to Australian delivery addresses?

Delivery times can be ss few as 2 days or as many as 7 days, depending on what you order, where you live and what delivery method you choose during checkout.

Q: What are the International Delivery Methods & Costs?

A: Orders are shipped anywhere between 1 and 5 business days from order receipt, from then delivery time will depend on the method chosen.

We deliver merchandise to anywhere in the world. For international delivery addresses, we also offer two basic alternatives: Regular or Fast. Regular shipments are sent via Australia Post Airmail. The faster method uses Australia Post's EMS International Courier Service. For both services, charges are based on order weight and country zone.

Q: How long will my order take to get to delivery addresses outside Australia?

A: Orders are shipped anywhere between 1 and 5 business days from order receipt, from then delivery time will depend on the method chosen.

Anywhere from 1 to 3 weeks, depending on what you order, where you live and what delivery method you choose during checkout.

Q: What about Import Duties & Taxes for Deliveries outside Australia?

A: It varies from country to country. You (or the order recipient, if it's a gift) may be subject to import duties and/or taxes levied once the package reaches the destination country. However, it's not that common for smallish shipments of a personal nature. Please let us know if your order does get caught so that we can advise future CustOMERs accordingly. As we learn, we'll pass that knowledge on to you all back here.

Q: What about Returns or Exchanges?

A: At REMO CustOMER Delight is Guaranteed. CustOMERs can return or exchange REMO merchandise for any reason whatsoever. Please just send the items back to us at the Bondi HQ in the original packaging with clear exchange or return instructions. (Please quote the Order Number.) Bottom Line: We'll do our best to make you HAPPY.

Q: Is it safe for me to use my credit card online? What about robbers & hackers?

A: We are as concerned as you are about online security. Therefore, the payment part of your transaction does not take place on the REMO server but on a secure DirectOne server using SSL technology. SSL is the industry standard and the best software available for secure commerce transactions over the Internet. It works by sending your credit card number to the payment authoriser in an encrypted code. Not even we can decode it. In fact, your credit card number is never stored on our server. So, what you're doing when you order is much safer than giving your credit card to a waiter. In any case, your exposure is limited. You are not liable for bogus credit card charges. Your only obligation is to notify the credit card provider within 3 months of any disputed charge.

Q: Where did REMO go for all those years?

A: It's a long story, worthy of its own Slide Show.

Q: Does REMO do corporate T Shirts or other customised merchandise?

A: Yes, see our Custom & Corporate page.

Q: Will there be actual REMO Stores again?

A: There already is! We have a wonderful location on Bondi Road at Imperial Avenue. It's in the midst of the main Bondi shopping strip, and less than ten minutes walk from Bondi Beach. You can browse our Special Things and Designs ... and even create your own design and get it printed while you wait (or while you go and drink coffee, if it's busy).

Maybe the future will see more Stores (actually, more likely Cafés); but certainly not until the range is developed, the network is bigger, and the business is stronger. If you're interested in seeing some sketches of a next generation REMO Store, check out this Slide Show.

Q: Will there be REMO Catalogues again?

A: Yes, although in a different format. The 2008 Printed Thing, which merges elements of a catalogue, a magazine, an annual report and a diary is more about documentation and celebration than the catalogues of old.

Q: Where do all of the REMO ideas come from?

A: The CustOMER Network. Collective intelligence. The Community is the Brand™.

Q: How do I get my idea onto a REMO T Shirt?

A: It used to be that you would have to send it in via email, and we would sometimes agree to present the idea in our General Store and to the attention of our CustOMERs. But NOW (as of Friday 11 April 2008, hereinafter referred to as "DOM Day") CustOMERs can create their own designs and make them available on orderable REMO T Shirts. Check out our Design'O'Matic HERE!

Q: How does it all work?

A: When we launched Design'O'Matic (11 April 2008, hereinafter referred to as "DOM Day") we summarised the new DOM system to our CustOMERs in a special edition of our regular weekly CustOMER email update. It covers a lot of ground. Check out an archival copy of that newsletter HERE.

Q: How can I view my design a bit larger?

A: When the Design'O'Matic interface loads, it shows you your design on a T Shirt. You can zoom in and hide the T Shirt preview by:

locating the View label on the bar below the T Shirt preview, and
clicking the rightmost of the two buttons with stars on them.

If you look closely, one of the buttons has a T Shirt outline and the other just has a rectangle.

Q: Does Design'O'Matic only work with white garments?

A: For the moment we are limited to white. The special German transfer paper that we use only works on a white (or very pale) background. There are some production technologies out there (e.g. direct to fabric printing) that might one day enable us to add non-white styles to our Design'O'Matic offering, BUT at this time they are still: a) fiddly; and b) very expensive. We'll be looking at it again down the track.

Q: How do I put one layer in front of another?

A: Move one layer in front of another either by: (i) clicking the up and down arrows to the right of the layer name, or (ii) clicking and dragging the layer name to where you want it.

Q: Can the size of the design be bigger?

A: At present we are limited to whatever can print out onto an A4 sized piece of special transfer paper. As it happens ALL of our in-house designs (other than the gloriously non-conformist full body Organ Locator) would have been possible via this Design'O'Matic. REMO designs do tend to be front and centre ... and of a relatively modest size. The idea is the most important thing, and 99% of ideas can be effectively expressed within the perimeters as they stand. Having said this, if our production process ever changes, and we're able to extend the boundaries of the print area, we would happily do so.

Q: What's the pricing structure for DOM T Shirts?

A: Because of all the extra work involved at our end, we have added $6 to the retail prices for CustOMER designs created via DOM. That makes a T Shirt A$42 plus GST as opposed to A$36 plus GST for our stock designs. If your design appears on two sides of a garment, there is an extra A$4 charge per unit. Long sleeved garments generally cost A$4 more than their short sleeved versions. T Shirts for kids and babies are less expensive.

In summary a single sided short sleeved adult sized T Shirt (the most commonly ordered version) will cost the CustOMER A$42 plus GST ... if they order any quantity between 1 and 9.

Generous discounts for bulk purchasing apply. Discounts start kicking in at 10 units of a particular design. Discounts range from 10% up to 50% for 50 or more units. This enables corporate CustOMERs to help themselves to bulk quantities at A$21 plus GST per unit ... fully customised. Alternatively, if you would like your people to be able to order your design directly from the website at the bulk discount, you can do so using the PROMOTE function on the DOM Manager page. If you would like to further subsidise the price paid by your network for the T Shirt and/or cover the cost of shipping same to individual orderers, please just be in touch with us HERE. We can negotiate and programme anything into our system.

Q: Some hints re how to get the most out of Design'O'Matic?

A: You'll get the hang of it. Here are some things that we've learned::

To make an outline; make a white box, give it a border, then move that layer to the bottom.
To make a fat line, create a rectangular shape and then stretch it.
Using 1 and a rotated 2 in red will enable you to make one of those circles with a diagonal line across it.

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