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Frequently Asked Questions

  • How long will the restoration take?
    ​Shoes, including cleaning and repair, can take 2-8 weeks, depending on the scope of work Bags, depending on the complexity and need for parts, can take anywhere from 2-12 weeks. We will give you an estimated turn around time for your item specifically when responding to your request for quotation. Please do let us know if you do require your item to be restored urgently, we will let you know if this is possible according to the current workload.
  • How much will the service cost?
    As no two items or damages are the same, we would need to see photos of your item/s to provide you with apreliminary quote. As every item/s need for restoration and brand's make is unique, we've learnt that even after a series of photos have been taken and recevied for a quote, someting will usually surprise us once the item is at hand. Once the items arrive at our atelier and have been physically assessed, if the repair is more complex than what could be determined from the images, or another treatment plan is suggested, we may issue a secondary quote to be queried, accepted, or declined. If you choose not to go ahead with any of the work, we’ll gladly return it to you. We kindly ask for a $35 carriage fee. Please feel free to check out our services page for a guideline of starting prices on our services. You can also request a quote via our quote request form.
  • When will I receive a quote?
    ​We aim to get back to you within 2 working days once you have contacted us. For special services, including but not limited to colour matching and leather restorations, alterations, major stain removal, sourcing hardware, we may need some extra time to determine the scope of work/ total cost.
  • Where are you located?/ How do I get my items to you?
    1. You can drop off at our drop off location in Sydney, NSW via appointment only. 2. You can post to our address, upon request. 3. We can organise a courier pick up, where you will just need to fill our form, print a label and package your item for pick up. Your items will be collected by one of our trusted, tested and insured courier partners.
  • What if my items gets lost with the couriers or Australia Post?
    We use Sendle and/ or AusPost, whereby your items are tracked along their journey. In the worst case scenario, we have appropriate goods in transit insurance in place, covering up to $20,000 AUD per shipment.
  • What if The Reco Lab damages my items?
    We are in the business of doing the “risky” repairs and services most repairers and restorationists will not take on. That said, we operate a zero-harm policy. If we feel there is a meaningful risk that we can’t control, we will first explain this to you and obtain your permission to go ahead with the restoration, or we may simply prefer to not take the risk in damaging your item. Please note, we will photograph each of your items. We will also make note of any existing damage and the general condition they arrive in. Please read this carefully and let us know if you are in disagreement as soon as possible.
  • Is your work guaranteed?
    Officially, we guarantee our restorations for 6 months. This may seem like a short amount of time, however we have no way of knowing what your items will come into contact with once they leave our care, or how the items will be used in a way that could impact the restoration.
  • How do I pay?
    Once we receive your item/s, confirm the work and quote with you, we will send you an invoice via email. Payment via bank transfer will be required to start the work.
  • How do I package my items when dropping off/ posting/ for pick up?
    Please hand your items in disposable packaging (i.e. a plain dust bag, plastic bag, paper bag, or plain box/ packaging). Do make sure your items however, are protected from each other to prevent dye transfers and further damage during transit. We would suggest you to pack your items in non-transparent packaging, with secure tape, heavier items at the bottom and lighter items at the top. Labelling the box "this way up", with arrows in accord would help the courier. Please take a photo of your package for your records. Please understand that as much as we love luxurious dustbags, we deal with a lot of items and they sometimes get missed when we are sending back your items, hence why we prefer for you to keep these at home.
  • My question is not here!
    We are always looking to improve and meet your needs. Do let us know if there is anything else you're curious about. You can open a chat with us, or simply email:
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