Adding an item to your cart does not reserve or hold the items whilst you are still shopping and can still be purchased by other customers before you checkout and complete your order..

All sale items are final sale. This applies to any items purchased on sale between 8am Tuesday 14th November and Thursday 30th November 2023 AEDT and cannot be returned unless deemed faulty or damaged.

Our products are true to size and we also have easy to read size guides and measurements to help you shop with confidence.

If you have an existing store credit with REC GEN,

you will still be able to use it over this period.

Unfortunately, we won’t be able to do so as Black Friday is a globally recognised/advertised event. Don’t miss out, mark it in your calendar each year.

We try our best to have as many issues resolved before they ever start affecting your shopping experience.

If you think something is wrong the best way to help is if you contact us on Live Chat when we are online.

If we aren't on Live Chat send us am email [email protected]

Make sure you tell us the following so our team can asses the situation quickly for you:

- What the error was
- A screenshot of the error
- Roughly what time it occurred

When you want to shop with us or access your account, we ask you to sign in to your account.

If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.

If you have forgotten your password just click the ‘forgot password’ tab on the sign in page and follow the prompts to receive your new password.

If you ever want to update your account information you can do so in the ‘my account’ tab.

All international orders are shipped as ATL (Authority to Leave). This means that if the driver deems a delivery safe to do so, without someone signing for the package, that this will be done. If you wish to avoid this scenario, we encourage you to ship your order to a location that you will be present at during the day, or to a business address.

What are Import Fees?

Some countries will charge a separate fee for incoming purchases. The fee values do vary from country to country and we want to provide you with the best service that we can offer by having a one payment system. This means you will not be charged anything extra at time of delivery 

How is it Calculated?

All duties and taxes are calculated on our site based on your details and the countries requirements that you are shipping to. Unfortunately, we cannot amend this cost as it is done automatically. We regularly check and update these figures to ensure that we are passing on the right charge and information. 

Canadian orders have duties and taxes included in the retail price.

No Avoidance

We cannot mark international orders as a gift in order to bypass or reduce any customs fees. This is an illegal practice and as an established business we will not do this.

How Do I Get My Tracking?

All orders will receive an automatic email to the email address provided, as soon as tracking details are available.

Can't Find the Email?

1. Log into your Account
Log into your REC GEN account and access your order status and tracking information in your recent orders list.

2. Check your email Junk Mail
We try our best, but sometimes they make their way here. Make sure you have a quick check and then mark it as 'Not Junk' for any future orders. 

Still Can't Find It?

Contact us on Live Chat if we are online or send us an email with your order details and we can take a look [email protected]

Once we have received your approved returned items at one of our offices, our team will work quickly to issue you a Store Credit code. This code wont expire.

Your store credit will be emailed to you directly to the email address you provided in your original order.

To apply the store credit to your order, proceed to checkout and enter the code in the "gift voucher or discount code", then click apply. Please ensure the code has been entered in its entirety with no spaces at the beginning or end.

Contact our Customer Service team if any issues occur at [email protected]

Although a lot of care is made with the production and design of our products, we always want you to be happy with your purchase.

If you believe that an item you have received from REC GEN is faulty, not of acceptable quality or unsafe, please email [email protected] with this information:

- Photos that clearly show what you believe to be faulty about the product
- Proof of purchase of the item

Any unclear photos and/or a proof of purchase that does not clearly show the date and the location of purchase will not be accepted.

Once we have received this information we will then process your request as quickly as possible to determine whether the product is faulty.

*Please note that not all issues are faults of the product. Some instances can be caused by general usage of the product or if the product has not been handled in accordance with the care instructions - and as a result, may not be determined as faulty.

All requests are processed within 2 business days of receiving your returned parcel.

It can sometimes take up to 2 weeks to arrive at our Los Angeles or Sydney office depending on the starting location.

If it has been longer than 2 weeks since you have returned your item(s) and you haven’t heard from us, please check your junk email and check the inbox of the email account you used on your order.

If you still cannot find confirmation from us of the return, please contact [email protected] with details of your return. This includes:

- Your Order Number
- Item(s) you returned
- Any available tracking information

The team will review your information and find out whats going on with your parcel.

If your payment is being declined or having issues processing the payment try the below.

- Check that all your Credit Card or Paypal account details you have entered are correct.

- Check that the card has sufficient funds.

- If you are purchasing in a currency that is not your local currency, please also ensure you have enough funds in your account at the value of the conversion

- If you are an international customer of Australia, please make sure your bank will allow you to make an international transaction.

If all the above seems correct and is still not working;

- Wait 20 minutes before trying to pay via credit card again
- Check out with your credit card through PayPal (even if you don't have an account)

If you are still having issues;

Start a Live Chat with us if we are online or you can email us at [email protected]

If you purchase in a currency that is not local to your country, your bank may charge you an International Transaction Fee.

This is not charged by REC GEN and cannot be refunded. 

- Gift cards are valid for 3 years from the date of purchase

- They cannot be used in conjunction with any other promotional offers or discount codes

- They cannot be refunded

- They cannot be transferred to another account

To utilize your points, visit our Loyalty page, make sure you're logged in, then select "Redeem My Points" and copy & paste your code during checkout.

Minimum spend is required for point redemption.

IMPORTANT: Points cannot be redeemed for Archive Sale products.

Loyalty points with Rec Gen do not expire. Your points are valid indefinitely, allowing you to accumulate and redeem them at your convenience.