RETURNS POLICY

Returns Within Australia

You may return your items within 14 days from the date you receive your order for either:

  • Store Credit

  • Full Refund (excluding shipping costs)

Please Note:

  • Sale items cannot be returned.

  • Items must be unused, unwashed, unaltered, and in original condition.

  • All original tags must remain attached, and items must be returned in their original packaging.

  • Gift vouchers cannot be returned or exchanged and are valid for 3 years from the issue date.

Exchanges:
Due to limited merchandise, availability for exchanges cannot be guaranteed. To request an exchange, please contact us at shop@shackpalace.com.


International Returns

Unfortunately, we cannot accept returns or exchanges for orders placed in currencies other than AUD.


How to Process Your Return or Exchange

  1. Contact Us:
    Email shop@shackpalace.com immediately with your order number as the subject line.

  2. Provide Details:
    In your email, clearly specify:

    • Reason for return

    • Whether you prefer a refund or store credit

  3. Send Your Items Back:
    Use Australia Post (with tracking) or a reputable courier (e.g., DHL).

    Important:

    • Return shipping costs are your responsibility and are non-refundable.

    • Shack Palace is not responsible for items lost or damaged during return transit.

    • We recommend using trackable shipping with insurance and sending us your tracking details.


Refunds and Store Credits

Once your return is received, it will undergo a quality check. After clearance:

  • You will receive an email confirming the status of your refund or store credit.

  • Refunds are issued excluding original shipping fees.


Quality Assurance

At Shack Palace, we ensure all our products meet the highest quality standards through meticulous in-house checks, from sourcing to final production.


Damaged Items

If your order arrives damaged:

  • Notify us within 24 hours of receiving your package at shop@shackpalace.com.

  • Include clear photos of the damaged item and all original packaging.

  • Retain the item and packaging until our team advises otherwise, as they may be needed for insurance purposes.


Faulty Items

If you receive a faulty item (aesthetic or functional defect):

  • Notify us within 24 hours at shop@shackpalace.com.

  • Include clear photos and a description of the issue.

  • Faulty items must be reported immediately upon receipt without attempts at repair.

Note: Damage from misuse, intentional damage, wear and tear, or usage over time is not considered faulty.


Questions & Customer Support

We aim to provide exceptional customer service. If you have any questions or concerns:

  • Email us at shop@shackpalace.com.

  • Expect a reply within one business day. If you do not hear back, please resend your inquiry as we may not have received your email.