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Within Australia

Standard Shipping (delivered in 2-10 business days)

Orders over $99 - Free of charge
Orders at or under $99 - $10.90 flat fee

Outside Australia

International Shipping (delivered in 2-4 weeks)
Orders over $299 - Free of charge
Orders at or under $299 - $99 flat rate

* We, the seller/shipper, will not be responsible for destination charges such as custom duty, VAT and CESS for all international shipments that may be imposed from the destination country. The customer is responsible for paying for the above. Tracking your order

All our items are sent with detailed tracking information via Australia Post or other reliable logistic company and will be emailed and/or sms to you once the item has been dispatched. Please provide both email & mobile contact number before you place the order for the above purpose, as well as for any other urgent clarification before shipping the goods.

If you do not receive tracking information from us within six business days of your order, feel free to contact us and we'll be glad to help.

Time frames

The time frame for order delivery is divided into two parts:

Part 1: Processing Time

Order verification, tailoring, quality check, and packaging. All orders are sent to our product team for dispatch within 1 business day after the order is placed. They then process the order, which can take an additional 1–3 days.

If there are any issues pertaining to stock shortage or sizes, they will contact you accordingly.

Part 2: Shipping Time

This refers to the time it takes for items to be shipped to the destination. After the processing time, we reliant on the shipping provider to deliver the item to you and your location.

Within Australia, it typically takes 2-10 business days, whereas internationally, it can take 2-4 weeks unless there is significant logistical disruption.

Please note if there are COVID-19 or other unforeseen events, some delivery time frames may be impacted further.

We provide industry leading 6 months returns & 6 months warranty for your peace
of mind*

*subject to conditions.

Return or Exchange

Items may be exchanged and returned within 6 months days of purchase
if:

• There is proof of purchase (Store Receipts/ Online Order Invoice)
• The item is in its original condition with all original tags and labels attached
• The items are not worn, washed, or damaged & will be in original condition

Items not acceptable for exchange or refund:

• Tag is removed
• Used and washed
• Hosiery
• Undergarments
• Face masks
• E-Gift voucher
• Sales item

Damages and issues

Please inspect your order upon reception and contact us immediately if the item
is defective, damaged or if you receive the wrong item, so that we can evaluate
the issue and make it right.

Exchange & Return Instructions

(If you can’t drop by our factory outlet in Brisbane)

Step 1- Complete the Return Request

Make sure that your items meet our Exchange & Return Policy above.

Click here to start your return from our Returns Center

Step 2- Pack Items

Once the refund/return has been confirmed, please reuse our Claybourn Satchel
by turning it over and storing your items in it.

Print your return label sent to your email and attach it securely to the bag.

Step 3- Drop Package Off

Bring your package to your nearest AU Post office and our customer service will
be in touch with you when we receive your package.

In case you are not sure how to use the return center, you can also contact us at info@claybourn.com.au. If your return is accepted, we’ll send you a return
shipping label, as well as instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted, unless
you keep at least one item from the multiple items you ordered.

You can always contact us for any return question at info@claybourn.com.au

 * Return / Exchange Post Cost

If the product you receive is defective or damaged, or you bought multiple items
so you can check the quality & try the sizes before you decide to keep at least one of them while return the rest, we will cover the return or exchange postage cost at standard post rates. However, if you ordered only one item & decide to return the item due to a change of mind, you will be of course responsible for the return shipping costs. You are welcome to purchase multiple items at any time to make sure you can choose the right size & style for you & your family.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Warranty

On top of the industry leading 6 months return policy for those specified unused items, to further make sure you have peace of mind by supporting & benefiting from our Australian ECA accredited iconic brand, for those items you used, we offer another industry leading 6 months warranty for repair or replacement from our own factory in Brisbane which was established in 1910.