Cancelling and Changing Orders
We can't guarantee we’ll be able to cancel or change your order before it ships out. However, if you email your order number and details of your request to help@shirtz.cool with URGENT in the subject line, we'll do our best to amend it in time!
We can make the following changes to existing orders:
- Update your delivery address
- Cancel an order
- Remove an item
- Change an item's size or colour
Unfortunately, we're not able to make the following changes to an order:
- Combine orders
- Add items
- Change the shipping method
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.
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 :)
Sizing
All of our size charts are in CM. For some styles, the best way to find the perfect fit is to get the measurements of the clothes you already own and love the fit of, then compare this with our size charts to find the closest match. For other styles, it’s best to measure your body! Here’s which measurements you should find and how to get them:
TEES, LONGSLEEVES, CROPS AND JUMPERS
Start by laying your garment flat on the ground.
Length: Measure from the highest shoulder point to the bottom of the garment.
Width: Measure across it from armpit to armpit.
Shoulder Width: Measure the width of your garment at shoulder level.
Sleeve Length: Measure the sleeve from shoulder to the hem.
Hem Width: Measure the hem from seam to seam.
BUTTON UP SHIRTS
Start by laying your shirt flat on the ground with the buttons done up.
Length: Measure from the point where the shoulder meets the collar to the bottom of the shirt.
Chest Width: Measure across it from armpit to armpit.
Shoulder Width: Measure your shirt across from shoulder to shoulder.
Sleeve Length: Measure the sleeve from shoulder to the end of the sleeve.
Hem Width: Measure the hem from seam to seam.
OUTERWEAR
Start by laying your jacket flat on the ground with the buttons done up.
Width: Measure across it from armpit to armpit.
Length: Measure from the highest shoulder point (not including the collar) to the bottom of the jacket.
Shoulder Width: Measure your shirt across from shoulder to shoulder.
Sleeve Length: Measure the sleeve from shoulder to the end of the sleeve.
Hem Width: Measure the hem from seam to seam.
PANTS AND SHORTS
Waist: Measure around your body just below the belly button.
Hip: Measure your body around the widest part of your hips.
Thigh: Measure around the widest part of your thigh.
Inseam: Measure the length between just below your crotch and the bottom of your ankle.
Outer Leg Length: Measure from the top of the waistband down to the bottom of your ankle, where the side seam would be.
SKIRTS
Waist: Measure around your body just below the belly button
Length: Measure from the top of the waistband to the hem of the skirt along the side seam.
Please allow a 1-2cm deviation from the size charts, to account for manual measurement and differences between measuring tapes.
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 won't be restocking it.
Washing and Care Instructions
Here's a quick rundown on how to care for our stuff, but keep in mind these instructions can vary depending on factors like fabric and print type. To avoid damage or shrinking, it's always best to refer to the specialised care tag inside each garment!
Click here for a guide to the symbols on your care tag.
TEES AND LONGSLEEVES
Cold gentle machine wash. Wash with like colours. Wash inside out. Cool tumble dry or air dry. Cool iron on reverse side.
HOODIES AND CHILL PANTS
Dry clean recommended. Cold gentle machine wash. Wash with like colours. Wash inside out. Cool tumble dry or air dry. Cool iron on reverse side.
BUTTON UP SHIRTS
Cold gentle machine wash. Wash with like colours. Wash inside out. Do not tumble dry. Cool iron on reverse side.
OUTERWEAR AND DENIM
Dry clean recommended. Cold gentle machine wash. Wash with like colours. Wash inside out. Do not tumble dry. Cool iron on reverse side.
KNITWEAR
Cold gentle machine wash. Wash with like colours. Do no tumble dry. Cool iron on reverse side. Dry lying flat.
CAPS AND BAGS
Spot clean or cold hand wash. Do not tumble dry.
DESK MATS
Spot clean or cold hand wash. Do not tumble dry. Dry lying flat.
BOTTLES
Cold hand wash only. Do not use dishwasher.
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. We allow a 1 month window from when your order was delivered for you to contact us with this information.
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 :)
Cool Shirtz reserves all rights to qualify what constitutes faulty or defective products. If the product does not fit our standards of "faulty", you may return it for a refund at your own cost.
Discount Codes and Store Credits
Unless otherwise stated, discount codes and store credit codes cannot be stacked or combined, and cannot be applied to neons or creator merch. Items purchased with a store credit code or perpetual discount code are eligible for returns, unless the item was on sale/clearance or part of a limited-time promotion at the time of purchase.
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.
