RETURNS POLICY
Returns Within Australia
You may return your items within 14 days from the date you receive your order for either:
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Store Credit
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Full Refund (excluding shipping costs)
Please Note:
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Sale items cannot be returned.
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Items must be unused, unwashed, unaltered, and in original condition.
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All original tags must remain attached, and items must be returned in their original packaging.
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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
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Contact Us:
Email shop@shackpalace.com immediately with your order number as the subject line. -
Provide Details:
In your email, clearly specify:-
Reason for return
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Whether you prefer a refund or store credit
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Send Your Items Back:
Use Australia Post (with tracking) or a reputable courier (e.g., DHL).Important:
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Return shipping costs are your responsibility and are non-refundable.
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Shack Palace is not responsible for items lost or damaged during return transit.
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We recommend using trackable shipping with insurance and sending us your tracking details.
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Refunds and Store Credits
Once your return is received, it will undergo a quality check. After clearance:
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You will receive an email confirming the status of your refund or store credit.
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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:
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Notify us within 24 hours of receiving your package at shop@shackpalace.com.
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Include clear photos of the damaged item and all original packaging.
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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):
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Notify us within 24 hours at shop@shackpalace.com.
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Include clear photos and a description of the issue.
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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:
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Email us at shop@shackpalace.com.
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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.