Shipping policy

DISPATCH TIMES
Orders are usually dispatched within 2 business days! If the order contains a preorder item your order will be sent when all items are ready to ship. Preorder items need time, and typically take 1-2 weeks from the date of purchase 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.

INTERNATIONAL ORDERS
Standard international orders are shipped via Australia Post. Transit estimates are as follows:

USA: 7-14 business days
UK: 10-16 business days
EVERYWHERE ELSE: 12-25 business days

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. 

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.