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.

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.

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.

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.

We ship via Sendle and/or Australia Post, with full tracking provided throughout your item’s journey. For added peace of mind, all shipments are covered by goods-in-transit insurance, with protection of up to $20,000 AUD per shipment, in the unlikely event of loss or damage.

We specialise in the kinds of challenging repairs and restorations that many others won't attempt. However, we strictly adhere to a zero-harm policy. If we believe there is a significant risk involved that cannot be fully controlled, we will inform you in advance. In such cases, we’ll either request your written or verbal approval to proceed or, if the risk is too high, we may respectfully decline the work to protect your item from potential damage. In certain cases, testing on a small, discreet area of your item may be necessary to determine the appropriate restoration method. While we take every precaution, minor marks or damage may be unavoidable during this process. Please note that we photograph each item upon arrival and document any pre-existing damage and overall condition. We kindly ask that you review this information carefully. If you have any concerns or disagree with this approach, please let us know as soon as possible.

Our restorations come with a 6-month guarantee. While this may appear brief, it reflects the fact that once your items leave our care, we cannot control how they are used or what they may be exposed to—factors that can affect the longevity of the restoration.

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.

Please submit your items in disposable packaging such as a plain dust bag, plastic bag, paper bag, or a simple box. Ensure your items are protected from one another to avoid dye transfer or further damage during transit. We recommend using non-transparent packaging sealed securely with tape. Pack heavier items at the bottom and lighter ones on top. For your own records, please take a photo of your packaged items before sending. While we appreciate luxurious dust bags, due to the volume of items we handle, these can sometimes be misplaced during return shipping. For this reason, we kindly ask that you keep your original dust bags at home.

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: service@therecolab.com