Shipping

Yes, we ship WORLDWIDE!

All our orders are sent from Melbourne, Australia

CHRISTMAS SHIPPING TIMES
For the best chance of receiving your parcel in time for Christmas, we recommend placing your order by the following dates:

Australian Standard
Metro areas: December 16th
Regional and WA: December 13th
Northern Territory: December 9th

Australian Express
Everywhere: December 18th

International Standard
USA, UK and Canada: December 7th
EU: November 24th
NZ: December 10th

International Express
USA, UK and Canada: December 18th
EU: December 15th
NZ: December 18th

Please keep in mind that we can't guarantee any order will arrive in time, as overburdened postal services, weather events, COVID-19 outbreaks and other factors may cause unpredictable delays.

DISPATCH TIMES
Orders are usually dispatched within 2 business days!

Prints are made to order from our office in Melbourne and may take up to 5 business days to be dispatched. Neon orders are also made to order, so please allow 2-3 weeks for us to make yours before shipping. Both prints and neons will be shipped separately from the rest of your order.

During periods of high volume (eg. during restocks, sales or new collection releases), orders may take 3-5 extra business days to be dispatched by our team. We thank you for your patience during these times :)

PREORDER ITEMS
If you place an order containing a preorder item, your entire order will be sent when the preorder item is ready to ship. This timeframe is usually 2-4 weeks from the purchase date, please check the product description for more specific information. 

AUSTRALIAN ORDERS
Australian orders with standard shipping are sent via Australia Post eParcel and are typically delivered within 8-14 business days.

Orders sent with express shipping should reach you within 2-3 business days.

Due to COVID-related delays, your order may take an extra 5-10 business days to reach you. Please contact Australia Post directly with transit time enquiries once your package has been shipped. 

INTERNATIONAL ORDERS
Standard international orders are shipped via DHL eCommerce and Australia Post, or via DHL Express for express shipments. See below for transit estimates for each service :)

Standard
USA: 16-24 business days
UK: 10-16 business days
EVERYWHERE ELSE: 20-30 business days

Express
EVERYWHERE: 3-6 business days

We are unable to offer express shipping to APO/AP and PO box addresses.

Please note that most postal systems are currently impacted by COVID-related delays, and transit times for standard international orders may take 2-3 weeks longer than the above estimates. Express international orders may take an extra 3 business days to reach you.

 

Tracking

Once your order has been shipped, we’ll email you with a link to view your tracking information. You can also access your tracking information by clicking 'View your order' on your order confirmation email.

If you can’t find your tracking details or order confirmation email, please check your spam folder. If it’s still nowhere to be seen, you can email us with your order number and/or the delivery address so we can track down that information for you.

For packages sent with DHL eCommerce or Australia Post (standard shipping), you can get more frequent tracking updates from your local postal service once your parcel reaches the destination country. Just grab your new tracking number from the ‘details’ tab of your DHL eCommerce tracking page, under ‘Delivery by (local service)’, and paste this into your local postal service’s tracking page. For Australia Post, you can just copy your original tracking number onto your local service's tracking page.

It's best to get in touch with your local postal service if you have any questions about tracking your order, as they're handling the final delivery :)

 

Cancelling and Changing Orders

If you’d like to cancel your order, remove an item or change the delivery address, please email us at help@shirtz.cool with URGENT and your order number in the subject line. We cannot guarantee we’ll be able to cancel or change your order before it ships out.

NEON SIGNS
Due to the made to order nature of this product, we can only allow a cancellation period of up to 24 hours from when your order was placed. Please make sure you are confident in your purchase :) 

CHANGING YOUR ORDER
Unfortunately we’re not able to edit the size or colour of an item in your order, add items, change the shipping method or combine separate orders. However, we can cancel your order and issue you with a refund, so that you can place it again with any changes you’d like!

Please note that if any items are now sold out on our site, you won't be able to add this to your new order.

 

Sizing

All of our size charts are in CM. The best way to find the perfect fit is to get the measurements of some clothes you already own and love the fit of, then compare this with our size charts to find the closest match :) 

Unfortunately there simply isn't a standard for sizing and we'd hate to recommend something to you and have it end up being the wrong size! Here’s which measurements you should find and how to get them:

SHIRTS
Length: Lay your favourite shirt flat on the ground, and measure from the top of the collar/neck opening to the bottom of the shirt.
½ Chest: Keep that shirt flat on the ground, and measure across it from armpit to armpit.

JUMPERS
Chest: Lay your coolest hoodie flat on the ground, and measure from the middle of the shoulder seam across to the other shoulder seam.
Centre Back: Measure from the seam under the hood down to the bottom of the hoodie.

PANTS
Waist: Measure all the way around the waistband of your favourite pants, or around your own waist at the height you’d like your new pants to sit.
Length: Measure from the top of your waistband all the way down to where you’d like the cuffs of your new pants to sit.

OUTERWEAR
½ Chest/Pit to Pit: Lay your jacket flat on the ground with the buttons done up, then measure across it from armpit to armpit.
Length: Measure from the seam under the collar down to the bottom of the jacket.

If your order ends up not fitting, you can always return it to us for a refund or store credit :) See below for more info on our returns policy!

 

Restocks

The best way to find out about restocks is to select your size and click ‘vote to restock’ on the product page for your favourite items. We can then email you as soon as they’re back in your size!

If there’s a specific item you’re waiting for, email us at help@shirtz.cool! We don’t always know exactly when certain products are coming back, but we’ll do our best to give you a restock timeframe :)

If our site states that the product was a preorder or limited edition item, or if you can’t find the product on our site anymore, unfortunately this means we don’t plan on restocking it.

 

Missing, Wrong and Faulty Items

If there’s a problem with any items in your order, please contact our support team via help@shirtz.cool with your order number and pictures of the incorrect item or fault.

If an item is missing, incorrect, or unusable due to a fault, we'll send you a replacement or provide a refund if the item is out of stock. If an item has a cosmetic fault that doesn't impact its wearability or usability, we'll provide you with a partial store credit :)

We allow a 1 month window from when your order was delivered for you to contact us with your order number and pictures of the problem. If you received your order over a month ago, we can offer store credit to the value of the item instead of a refund or replacement.

Cool Shirtz reserves all rights to qualify what constitutes defective products. If the product does not fit our standards of "defective", you may return it for a refund at your own cost.

 

Returns

If your item doesn't fit or you’ve changed your mind about it, you can contact us within 14 days of receiving your order to return it for a full refund :) The item must still be in saleable condition, unworn and unwashed, and in its original packaging with the tag attached (where applicable).

Your original shipping fee is not refundable, and all costs of return shipping must be covered by the customer.

Unfortunately we’re not able to accept returned items for a direct exchange. If you would like to change an item for a different size or colour, you will need to send the item back to us and place a new order. 

If you would like us to refund your order, you can send it back to:

Cool Shirtz
178 Rosslyn St
West Melbourne, VIC 3003
AUSTRALIA 

Please include a note with the details of your return including your name, email and order number so we know it's from you. We'll process your refund within 5-10 business days of receiving it!

Please note that masks, neons and prints are non-returnable.

 

Duties and Customs Fees

All orders placed using DHL eCommerce or Australia Post International (standard shipping) may be subject to duties and taxes when arriving at your country of destination. This is especially common with large orders sent via standard shipping to the EU. 

Please note that Cool Shirtz is unable to cover the cost of duties imposed by your local government. 

If you choose the DHL Express (duties included) shipping option at checkout, all customs fees are covered in your initial shipping cost, with the added bonus of shorter transit times with more accurate tracking updates. We recommend using this service if placing an order to a country with high duty rates, as it ends up being cheaper than paying extra duties on top!

Unfortunately certain European countries don't allow us to pay customs on behalf of customers, so express shipping won't cover these fees. You can email our support team at help@shirtz.cool to confirm if this includes your country :)

 

Orders Returned to Sender

If DHL or your local postal service are unable to deliver your order, it will be sent back to us. The most common reasons for failed delivery include:

  • Insufficient or incorrect address
  • No one home when delivery is attempted
  • Parcel not collected from local post office

It's difficult to predict how long your parcel will take to make it back, because it will be returned with the slowest (and cheapest) shipping method available. Once we receive your parcel, we will contact you via the email provided with your order to refund the value of your items. Please note that we’re unable to refund your initial shipping fee.

Unfortunately we're unable to refund orders older than 6 months old, however we can provide store credit to the value of your items in place of a refund. 

Due to rising international shipping costs, we can only offer to reship orders within Australia, or orders containing limited edition items that we don’t plan to restock. Once your order makes it back to us we'll get in touch to confirm the shipping cost for redelivery.

 

Orders Lost in Transit or Misdelivered

AUSTRALIAN ORDERS
If you're concerned your order has been lost or misdelivered, it's best to first get in touch with Australia Post - they may be able to assist you if your order has simply been delayed or held for collection at a post office :) If they’re unable to resolve your problem, you can email our support team at help@shirtz.cool with the reference number attached to your Australia Post enquiry - we can then launch an investigation from our end! If your parcel is deemed lost in transit or misdelivered, we'll resend your order at no cost to you, or provide a refund if the item/s you ordered are out of stock.

Unfortunately we’re not able to investigate parcels that were shipped more than 60 days ago, as tracking information is no longer available after this timeframe.

If you have asked for your order to be left without a signature, unfortunately you’re not eligible for reimbursement if your order is lost upon delivery.

INTERNATIONAL ORDERS
If your order has reached the destination country and you’re concerned it’s been lost, please first get in touch with your local postal service (for orders sent with standard shipping) or DHL Express (for orders sent with express shipping). They’re responsible for the final delivery, so they’ll have the best information for you.

If they deem your order lost or misdelivered, you can email our support team at help@shirtz.cool with screenshots of your correspondence with the postal service - we can then resend your order at no cost to you, or provide a refund if the item/s you ordered are out of stock :)

Unfortunately we’re not able to investigate parcels that were shipped more than 90 days ago, as tracking information is no longer available after this timeframe.

If you have asked for your order to be left without a signature, unfortunately you’re not eligible for reimbursement if your order is lost upon delivery.

 

Mail Theft

If you suspect your order has been stolen once it's been marked as delivered, you will need to lodge an inquiry with either your local postal service or DHL Express, depending on the shipping method. They may or may not reimburse you for your package cost. 

Unfortunately we're unable to reimburse you for your order, as the local postal service and customer are responsible for the final delivery once a parcel reaches the destination country.

We advise you to please consider having your order delivered to your local post office or a collection point to avoid mail theft in future. 

  

If we haven't answered your question, please email our support team at help@shirtz.cool - we'll get back to you within 2 business days ♥

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