FAQ

​General & Product Enquiries

The goal of GC2018 Organising Committee’s Licensing Programme is to offer consumers a chance to participate in the Gold Coast 2018 Commonwealth Games through its licensed products.

All licensed products feature the Gold Coast 2018 Commonwealth Games brands, symbols and mascots, besides a holographic label of authenticity. Official GC2018 products are made with great care from high-quality materials. Before being made available for sale, they must first be approved by the GC2018 Licensing section in order to guarantee our quality standards and the correct use of the Games’ trademarks and visual identity.

All licensed products are required to have a GC2018 holographic label on packaging or tags. This label guarantees you are acquiring an authentic, top-quality product from the 2018 Gold Coast Commonwealth Games. A holographic label is instantly recognisable; its colours change in accordance with the angle of light shining on it. Holographic labels are very hard to replicate or counterfeit, and are proof that a product is original.

GC2018 official products are packaged in material featuring the visual identity of the Games. Packaging is subject to the GC2018 Licensing project’s quality standards.

Official packaging features:

  • ​Product name and information
  • Indication it is an “Official Product”
  • Notice of intellectual property protection
  • Barcode

A tag bearing the official trademarks and holographic label will be used for products that do not need packaging. Textile products also have a tag the 2018 Gold Coast Commonwealth Games trademark.

The sale of official, licensed products helps finance the 2018 Gold Coast Commonwealth Games. When you purchase an official product, besides acquiring a quality product, you are contributing directly to the success of the 2018 Gold Coast Commonwealth Games.

GC2018 boasts a network of official stores, which carry our licensed products. This network includes the GC2018 official online store (shop.gc2018.com) and Official Shops at strategic locations across the Gold Coast. GC2018 official licensed products may also be purchased at specialised Retailers throughout Australia. For more information on where to purchase official licensed products visit our Stores page.

The merchandise program will use a number of companies to manufacture our full range of GC2018 Merchandise. There are limited opportunities – particularly in Australia – to produce the large numbers of high quality product, with tight deadlines, at an affordable and accessible price.

Many products will be manufactured locally including indigenous products, headwear, jewellery, glassware and crockery.

All GC2018 licensed merchandise products will be designed in Australia and sourced by Australian companies with the expectation that some of the products will be made in Australia where practical.

If you need help finding a product, use our product search at the top of any page. Simply enter either keyword(s) or a product number in the search box and press Enter.

Search Tips:

  • ​Make sure you spell search words correctly to ensure accurate results.
  • Use multiple words to find specific types of products such as "shirts".
  • Narrow the results by refining your search to a specific gender or price range.

The GC2018 online store offers the latest GC2018 official licensed products. If you can't find a product, or we are out of a size, you have a few options:

- Feel free to call our online store customer service team or phone 1800 626 926. If we are not getting any more stock, we'll do our absolute best to find a similar product for you.

- You can also use our store finder on our website to find official GC2018 store or supplier in your local area. You can then contact them directly to see if they have the product you are looking for.

The GC2018 online store supports Internet Explorer, Firefox, Google Chrome and Safari. If you are having issues with one of these browsers, try clearing your cookies and temporary internet files, then make sure cookies for the GC2018 online store website are enabled. This should solve most problems.

We want everyone to be able to access and enjoy the GC2018 website. Our website aims to conform to Level AA of the World Wide Web Consortium’s Web Content Accessibility Guidelines 2.0. We will strive to continually develop our website so that this level of accessibility is maintained into the future. Information and online accessibility is an ongoing process and we are continually working to improve the accessibility of this website.

The Gold Coast 2018 Commonwealth Games mascot, ‘Borobi’ the world’s only surfing koala was introduced to the world on 4 April 2016, the date marking just two years to go until the Games.

The fact that Borobi is a very unique and loveable, blue koala lent itself to a great opportunity for an organisation to benefit from his popularity. That’s where the Currumbin Wildlife Hospital Foundation (CWHF) comes in.

For every sale of the plush, cuddly Borobi you are sharing the dream and contributing to the delivery of koala treatment and rehabilitation services undertaken at the Currumbin Wildlife Hospital.

A percentage of funding from sales also helps towards educating the community on habitat conservation and protection right across the Australian koala corridors. This includes the planting of many hectares and tens of thousands of eucalypt gum trees for Borobi and his koala friends to eat.

Ordering

To add a product to your cart, choose the size and colour you want, then select how many you want to buy before clicking the 'Add To Cart' button.

To make changes to your shopping cart, click the 'Cart' icon at the top of the page. Now you can adjust the quantity of any item in your cart, or completely remove items.

When you've finished making changes, click the 'Checkout' button to pay for your items and return to the online shop.

Our simple checkout process is designed to help you complete your order and finalise your online shopping visit quickly and easily.

If you have already registered your e-mail address with GC2018 online store, or have created an account at our online shop before, you can use your e-mail address to login.

  • ​Having an account will give you access to handy features such as the address book and your personal order history.
  • The first two steps of the checkout ask for your delivery and billing address. If your billing address is the same as your delivery address, simply check the checkbox and the billing address will be filled out automatically.

Next up is the payment information.

  • ​You can either choose to pay with credit card or PayPal
  • Once you have entered all your data on this page and clicked continue, money will only be transferred from your card once you confirm your order on the next page.
  • Please note that to ensure the safety of your data, your debit or credit card data will not be stored on our systems.

When you have completed your payment information you will enter a screen with your GC2018 order overview.

  • Please check all the information on this page, since this is your last chance to correct it.
  • After hitting "Confirm Order", your order will be processed and sent to the warehouse

After you have placed your order at the GC2018 online store, you will receive the following email messages:

  • Order received: ​You should receive this confirmation within minutes after placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, you will be contacted by our customer service team.
  • Order shipped: ​This means that your order has been shipped from our warehouse and it is on the way to you. This email will be sent out just after your parcel has left our warehouse. Please use the tracking-information from the carrier, included in the email, to obtain detailed tracking information.
  • Order invoice: Once your order has been shipped you will receive an invoice for your order.

If you have received an incorrect product or order, please contact our customer service team and let the representative know the details of your order and they will then assist you further. They are available Monday to Friday from 8am to 6pm (AEST).

At the present time orders can only be placed via our online store. Feel free to call our online store customer service team on 1800 626 926, and let the advisor know what products you are interested in purchasing. They can then talk you through the process of placing your orders online.

Payment & Delivery

On GC2018 online store we accept the following payment options:

Visa

MasterCard

PayPal

Yes, it is possible. During the checkout process you can choose different addresses. Please note that this option is only valid for addresses within the same country.

For Australian delivered orders, enjoy free deliver for all orders over $150. For all orders under $150 a flat rate of $10 delivery fee will be charged for orders from Australia

International shipping is now available, delivery costs will be as follows;

$15 Zone 1 - New Zealand
$25 Zone 3 - India, Malaysia, Singapore
$25 Zone 4 - Canada
$25 Zone 5 - Pacific: Fiji, Kiribati, Nauru, Papua New Guinea, Samoa, Solomon Islands, Tonga, Tuvalu, Vanuatu. Asia: Bangladesh, Brunei Darussalam, Pakistan, Sri Lanka
$25 Zone 6 - United Kingdom, Ireland
$30 Rest of the World

Yes, the GC2018 Online Store will ship internationally.

For Australian delivered orders, delivery times are 1-3 days for all metropolitan deliveries and 3-7 days for all non metropolitan deliveries from your time of order. A dispatch confirmation email displaying your track and trace number will be sent once the order is dispatched. All deliveries are made by a registered courier and will require a signature, unless you provide authority to leave during checkout.

For International delivered orders, your order will be dispatched from our warehouse within 2 business days of receiving your order. Australia Post International advise the following delivery schedules:
New Zealand 5-7 business days from dispatch
​South Pacific 7-10 business days from dispatch
​East Asia & North America 7-10 business days from dispatch
​UK & Europe 7-10 business days from dispatch
​Rest of the World 7-10 business days from dispatch

When your online purchase is complete you will receive an email containing your order confirmation and delivery detail. We will also provide you with a link that will allow you to track and trace the status of your delivery at any time.

Please note:

Our warehouse is closed on public holidays. For orders placed on, or the day before one of these dates, delivery time will be extended by 1 - 2 working days.

​If your order is lost or damaged in transit, please contact us within 7 working days of placing your order so that we may assist you.

Returns & Refunds

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

To return your product, you should mail your product to: 59 Luke Street, Hemmant, QLD 4174. Australia

You will be responsible for paying for your own delivery costs for returning your item. Delivery costs are non-refundable. If you receive a refund, the cost of return delivery will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are returning an item over $75, you should consider using a trackable delivery service or purchasing delivery insurance. We don’t guarantee that we will receive your returned item.