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.