Exchanges are accepted on items within 14 DAYS from the date of shipment only. You may return your purchase from Shack Palace in exchange for store credit or another item for any reason, (NOT including SALE items) subject to adherence to these terms. Items must be in original condition and must not have been used, altered or washed. All tags must remain in place and original packaging returned.
We do not offer refunds on returns.
Due to the select nature of our merchandise, we cannot guarantee availability of merchandise for exchange. If you wish to exchange for a different item, please contact us at firstname.lastname@example.org.
Gift vouchers may not be retuned or exchanged once purchased and are valid 3 years from the date of issue, both online and in store.
If you would like to exchange your online purchase for any reason, please contact us immediately via our email at email@example.com with order number as subject line. In your email please advise your return reason, and whether you would like to receive store credit or swap for another item.
SENDING YOUR RETURN
For all returns, please either use Australia Post with tracking or a reputable courier company such as DHL or deliver your return directly to our Byron Bay store yourself. Once the items have been received they will then undergo a quality review and once cleared, you will either receive your new item of store credit voucher. You will receive email notification of the status of your credit or exchange once processed. We are unable to refund any shipping charges for items returned. Your own return postage costs are not refundable. We are not liable for items being returned in transit if they are lost or damaged. We recommend using a traceable delivery method with extra insurance and taking note of your tracking number.
All Shack Palace pieces and products adhere to standards of the highest quality. We have a detailed quality assurance system which guarantees high-quality products. All quality control is meticulously performed in-house; as we believe in keeping a close eye on our production and quality control standards, right from the initial stage of sourcing to the finished piece. It is our constant endeavour to deliver work of good quality.
All items are checked prior to dispatch and best measures are taken to ensure safe delivery, however in the highly unlikely case your order or part of your order does arrive damaged in transit please notify us within 24 HOURS of receiving your package via email to firstname.lastname@example.org. Please include a photo of the damaged item in all its original packaging as it arrived to you. Please also hold onto the damaged item and its original packaging until you hear back from our team, as it may be required to claim insurance.
In the unlikely event that an item you receive has some aesthetic or functional fault, please contact us immediately within 24 HOURS of receiving your package via email to email@example.com with photos and a description of the fault. In most cases things can be easily fixed or we will send you a postage label to return the item to be replaced or repaired. We will only accept faulty items if the item was received faulty and no attempt has been made to repair the item after purchase.
Please note that items that are damaged as a result of usage, wear and tear over time, damaged intentionally or broken due to misuse are NOT considered faulty.
Customer service is a very high priority for us. If you have any questions, concerns in regards to our products or service, please contact us at firstname.lastname@example.org and we will respond within one business day. If we have not responded it is likely that we haven't received your email. You can also contact our store on 0488 616 408.