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Frequently Asked Questions
Everything you need to know about our restoration process, services, and how we care for your luxury pieces.
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How long will the restoration take?
Shoes – including cleaning and repairs – typically require 2 to 8 weeks, depending on the extent of the work.
Bags can take 2 to 12 weeks, based on complexity and whether replacement parts are needed.
We’ll provide a specific estimated turnaround time when we respond to your quotation request. If you need your item restored urgently, please let us know — we’ll advise whether it’s possible based on our current workload.
Bags can take 2 to 12 weeks, based on complexity and whether replacement parts are needed.
We’ll provide a specific estimated turnaround time when we respond to your quotation request. If you need your item restored urgently, please let us know — we’ll advise whether it’s possible based on our current workload.
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How much will the service cost?
Because every item and type of damage is unique, we require photos of your item(s) in order to provide a preliminary quote.
That said, we've learned from experience that even with detailed images, certain aspects of a restoration often only become apparent once we physically assess the item in our atelier. This is especially true given the variety of materials and construction methods across different brands and makes.
If, upon inspection, we determine that the repair is more complex than initially assessed or that an alternative treatment is more suitable, we may issue a revised quote. You’ll have the option to review, accept, or decline this updated quote.
If you decide not to proceed, we’ll be happy to return your item to you. Please note a $35+GST processing & handling fee applies.
For an overview of our starting prices, feel free to visit our Services page. You can also submit a Quote Request Form directly through our website.
Please feel free to check out our services page for a guideline of starting prices on our services.
That said, we've learned from experience that even with detailed images, certain aspects of a restoration often only become apparent once we physically assess the item in our atelier. This is especially true given the variety of materials and construction methods across different brands and makes.
If, upon inspection, we determine that the repair is more complex than initially assessed or that an alternative treatment is more suitable, we may issue a revised quote. You’ll have the option to review, accept, or decline this updated quote.
If you decide not to proceed, we’ll be happy to return your item to you. Please note a $35+GST processing & handling fee applies.
For an overview of our starting prices, feel free to visit our Services page. You can also submit a Quote Request Form directly through our website.
Please feel free to check out our services page for a guideline of starting prices on our services.
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When will I receive a quote?
We aim to respond to all inquiries within 2 working days of receiving your message.
For specialised services — such as colour matching, leather restoration, alterations, major stain removal, or hardware sourcing — please allow a little extra time, as these requests may require a more detailed assessment to determine the full scope of work and associated costs.
For specialised services — such as colour matching, leather restoration, alterations, major stain removal, or hardware sourcing — please allow a little extra time, as these requests may require a more detailed assessment to determine the full scope of work and associated costs.
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Where are you located?/ How do I get my items to you?
1. Sydney Drop-Off (Appointment Required)
Clients may book a drop-off appointment at our Sydney office after submitting an enquiry and receiving confirmation from our team.
2. Australia-Wide & International Post
We accept items via secure postage. Once your quote is approved, we will provide detailed shipping instructions and the appropriate delivery address.
Clients may book a drop-off appointment at our Sydney office after submitting an enquiry and receiving confirmation from our team.
2. Australia-Wide & International Post
We accept items via secure postage. Once your quote is approved, we will provide detailed shipping instructions and the appropriate delivery address.
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What if my items gets lost with the couriers or Australia Post?
All shipments are sent via trusted national and international carriers, with full tracking provided at every stage of the journey.
For added peace of mind, items are covered by goods-in-transit insurance of up to $20,000 AUD per shipment in the unlikely event of loss or damage while in transit.
We also provide secure packaging guidance to minimise risk and ensure your item arrives safely.
For added peace of mind, items are covered by goods-in-transit insurance of up to $20,000 AUD per shipment in the unlikely event of loss or damage while in transit.
We also provide secure packaging guidance to minimise risk and ensure your item arrives safely.
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What if The Reco Lab damages my items?
We specialise in complex restoration and cleaning of luxury, vintage and collectible items — including pieces that may carry inherent risks due to age, material instability, prior treatments, dye sensitivity or structural wear.
All items are assessed prior to work commencing. Where we identify material risk (including potential colour movement, dye transfer, fragility, or structural compromise). In such cases, we may request written approval to continue, or respectfully decline the service if we believe the risk cannot be reasonably managed.
Please note that restoration outcomes - particularly for vintage, aged, delicate or previously altered items - cannot be guaranteed. Some materials may react unpredictably to cleaning, moisture, or treatment despite appropriate professional care.
Each item is photographed and condition-documented upon intake to record its pre-existing state. This documentation forms part of our service record.
If, in the unlikely event, an outcome falls below reasonable professional standards, we will work with you in good faith to determine an appropriate remedy in accordance with Australian Consumer Law. Remedies are limited to the service provided and do not extend to speculative or collectible market value.
All items are assessed prior to work commencing. Where we identify material risk (including potential colour movement, dye transfer, fragility, or structural compromise). In such cases, we may request written approval to continue, or respectfully decline the service if we believe the risk cannot be reasonably managed.
Please note that restoration outcomes - particularly for vintage, aged, delicate or previously altered items - cannot be guaranteed. Some materials may react unpredictably to cleaning, moisture, or treatment despite appropriate professional care.
Each item is photographed and condition-documented upon intake to record its pre-existing state. This documentation forms part of our service record.
If, in the unlikely event, an outcome falls below reasonable professional standards, we will work with you in good faith to determine an appropriate remedy in accordance with Australian Consumer Law. Remedies are limited to the service provided and do not extend to speculative or collectible market value.
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Is your work guaranteed?
Yes. Our restorations are supported by a 6-month workmanship guarantee.
This guarantee covers defects directly related to the service performed. As luxury items are worn and used in varying environments, we cannot control factors such as exposure to weather, friction, storage conditions, or third-party treatments once the item leaves our care.
For this reason, the guarantee applies specifically to the quality of our workmanship, not to general wear and tear, misuse, accidental damage, or changes caused by external factors.
If you experience an issue related to our work within this period, please contact us promptly so we can assess and address it appropriately.
This guarantee covers defects directly related to the service performed. As luxury items are worn and used in varying environments, we cannot control factors such as exposure to weather, friction, storage conditions, or third-party treatments once the item leaves our care.
For this reason, the guarantee applies specifically to the quality of our workmanship, not to general wear and tear, misuse, accidental damage, or changes caused by external factors.
If you experience an issue related to our work within this period, please contact us promptly so we can assess and address it appropriately.
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008
How do I pay?
Once we receive your item(s) and you have confirmed the work and quote, an invoice will be sent to you via email. Kindly note that payment by bank transfer or PayPal is required prior to put your item in queue.
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How do I package my items when dropping off/ posting/ for pick up?
We recommend sending your item securely packaged in a sturdy box with appropriate protective wrapping to prevent movement during transit.
Where possible, please avoid sending original brand packaging (including boxes, dust bags, shopping bags, authenticity cards or accessories), unless necessary. While we take care with all items received, we cannot accept responsibility for loss, damage, creasing or wear to original packaging materials during transit, storage or the restoration process.
If you are unsure how best to prepare your item, our team is happy to guide you prior to shipping.
Where possible, please avoid sending original brand packaging (including boxes, dust bags, shopping bags, authenticity cards or accessories), unless necessary. While we take care with all items received, we cannot accept responsibility for loss, damage, creasing or wear to original packaging materials during transit, storage or the restoration process.
If you are unsure how best to prepare your item, our team is happy to guide you prior to shipping.
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Professional Risk Acknowledgment
Due to the nature of aged, vintage, delicate or previously treated materials, there is an inherent risk in restoration processes. By proceeding, the client acknowledges and accepts these risks. Read more
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My question is not here!
If you can’t find what you’re looking for, we’re here to help.
You’re welcome to start a live chat with our team or email us directly at service@therecolab.com.
We’re always refining our services and appreciate your questions.
You’re welcome to start a live chat with our team or email us directly at service@therecolab.com.
We’re always refining our services and appreciate your questions.
