GENERAL INFORMATION
Yes, we ship WORLDWIDE!
DISPATCH TIMES
Orders are usually dispatched within 2 business days!
PREORDER ITEMS
If you place an order containing a preorder item, your entire order will be sent when the preorder item is ready to ship. Preorder items begin shipping from the date noted in the product description, and it typically takes 1-2 weeks from this date for all orders containing a preorder item to be dispatched.
AUSTRALIAN ORDERS
Australian orders with standard shipping are sent via Australia Post eParcel and are typically delivered within 3-10 business days following dispatch.
Orders sent with express shipping should reach you within 1-3 business days after your order has shipped.
INTERNATIONAL ORDERS
Standard international orders are shipped via Australia Post. See below for transit estimates for each service.
Standard
USA: 7-14 business days
UK: 10-16 business days
EVERYWHERE ELSE: 12-25 business days
Express
EVERYWHERE: 3-6 business days
Cancelling and Changing Orders
We can't guarantee we’ll be able to cancel or change your order before it ships out. However, if you contact us with your order number and details of your request, we'll do our best to amend it in time!
Missing, Wrong and Faulty Items
If there’s a problem with any items in your order, please contact our support team with your order number and pictures of the incorrect item or fault. We allow a 1 month window from when your order was delivered for you to contact us with this information.
If an item is missing, incorrect, or unusable due to a fault, we'll send you a replacement or provide a refund if the item is out of stock.
We reserve all rights to qualify what constitutes faulty or defective products. If the product does not fit our standards of "faulty", you may return it for a refund at your own cost.
Returns
If your item doesn't fit or you’ve changed your mind about it, you can contact us within 14 days of receiving your order to return it for a full refund :) The item must still be in saleable condition, unworn and unwashed, and in its original packaging with the tag attached (where applicable).
Your original shipping fee is not refundable, and all costs of return shipping must be covered by the customer.
Unfortunately we’re not able to accept returned items for a direct exchange. If you would like to change an item for a different size or colour, you will need to send the item back to us and place a new order.
Please include a note with the details of your return including your name, email and order number so we know it's from you. We'll process your refund within 5-10 business days of receiving it!
Duties and Customs Fees
All orders placed using Australia Post International (standard shipping) may be subject to duties and taxes when arriving at your country of destination. This is especially common with large orders sent via standard shipping to the EU.
Please note that we are unable to cover the cost of duties imposed by your local government.
If you choose the DHL Express (duties included) shipping option at checkout, all customs fees are covered in your initial shipping cost, with the added bonus of shorter transit times with more accurate tracking updates. We recommend using this service if placing an order to a country with high duty rates!
Orders returned to Sender
If DHL or your local postal service are unable to deliver your order, it will be sent back to us. The most common reasons for failed delivery include:
- Insufficient or incorrect address
- No one home when delivery is attempted
- Parcel not collected from local post office
It's difficult to predict how long your parcel will take to make it back, because it will be returned with the slowest (and cheapest) shipping method available. Once we receive your parcel, we will contact you via the email provided with your order to refund the value of your items. Please note that we’re unable to refund your initial shipping fee.
Unfortunately we're unable to refund orders older than 6 months old, however we can provide store credit to the value of your items in place of a refund.
Due to rising international shipping costs, we can only offer to reship orders within Australia, or orders containing limited edition items that we don’t plan to restock. Once your order makes it back to us we'll get in touch to confirm the shipping cost for redelivery.
Lost or misdelivered orders
AUSTRALIAN ORDERS
If you're concerned your order has been lost or misdelivered, it's best to first get in touch with Australia Post - they may be able to assist you if your order has simply been delayed or held for collection at a post office :) If they’re unable to resolve your problem, you can email our support team at help@shirtz.cool with the reference number attached to your Australia Post enquiry - we can then launch an investigation from our end! If your parcel is deemed lost in transit or misdelivered, we'll resend your order at no cost to you, or provide a refund if the item/s you ordered are out of stock.
Unfortunately we’re not able to investigate parcels that were shipped more than 60 days ago, as tracking information is no longer available after this timeframe.
If you have asked for your order to be left without a signature, unfortunately you’re not eligible for reimbursement if your order is lost upon delivery.
INTERNATIONAL ORDERS
If your order has reached the destination country and you’re concerned it’s been lost, please first get in touch with your local postal service (for orders sent with standard shipping) or DHL Express (for orders sent with express shipping). They’re responsible for the final delivery, so they’ll have the best information for you.
If they deem your order lost or misdelivered, you can contact us with screenshots of your correspondence with the postal service - we can then resend your order at no cost to you, or provide a refund if the item/s you ordered are out of stock :)
Unfortunately we’re not able to investigate parcels that were shipped more than 90 days ago, as tracking information is no longer available after this timeframe.
If you have asked for your order to be left without a signature, unfortunately you’re not eligible for reimbursement if your order is lost upon delivery.
Mail Theft
If you suspect your order has been stolen once it's been marked as delivered, you will need to lodge an inquiry with either your local postal service or DHL Express, depending on the shipping method. They may or may not reimburse you for your package cost.
Unfortunately we're unable to reimburse you for your order, as the local postal service and customer are responsible for the final delivery once a parcel reaches the destination country.
We advise you to please consider having your order delivered to your local post office or a collection point to avoid mail theft in future.