Yes, we ship WORLDWIDE!
All our orders are sent from Melbourne, Australia ♥
Dispatch Times
Current dispatch time: 1-3 business days.
Orders are generally dispatched within 3 business days, however during new collection drops, restocks and sales, orders may take 5-10 extra business days to be fulfilled by our team and dispatched. During high volume periods, dispatch times cannot be guaranteed and are subject to change.
We are a very small team responding to unpredictable demand, so we thank you for your patience and understanding during these times :)
Delivery Times
Delivery times are subject to change - please check Australia Post and your local postal service’s websites for the most up-to-date delivery time estimates and updates on disruptions. If you aren't sure of your postal service, you can use your tracking number with a global package tracking site like Parcels.
AUSTRALIAN ORDERS
Standard Shipping: Sent via Australia Post eParcel and typically delivered within 3-10 business days following dispatch.
Express Shipping: Sent via Australia Post eParcel and should reach you within 1-3 business days following dispatch.
INTERNATIONAL ORDERS
Standard international orders are shipped via Australia Post, or DHL Express. See below for transit estimates for each service - please note these timeframes do not include our dispatch time (outlined above).
Standard
USA: 7-14 business days
UK: 10-16 business days
EVERYWHERE ELSE: 12-25 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 if you can't select your country at checkout, there are currently factors in place preventing us from shipping to that country. These factors could be:
- Government-regulated tariffs, customs and duties make it cost-prohibitive to ship to countries such as Brazil.
- Regional conflict prevents us from shipping to countries including Russia.
- Union strikes and severe weather conditions may lead to delays or temporary suspension of postal services.
Duties and Customs Fees
All orders to USA now must be sent with duties and customs fees paid upfront. These costs and fees are outlined, and payable, at checkout.
All packages sent internationally may be subject to duty, taxes and customs fees. These are determined by each country's customs authority upon receiving the parcel, so the amount payable per package varies.
We're unable to provide an estimate of the duty, taxes and fees to expect, as import taxes/duties are unique to your country, and based on items being over a certain value set by the customs department. Please check with your local customs authority for more details.
If you select Standard Shipping (Duties NOT Included) or DHL Express (Duties NOT Included), you elect to pay the customs and duties later. Please note that Cool Shirtz is unable to cover the cost of customs/duties imposed by your local government and it is your responsibility to pay these fees if you want to receive your package.
If you select DHL Express (Duties and Taxes Included), what you see is what you'll pay. The shipping cost is higher as it is a premium courier service, which means faster shipping with more tracking options. Additionally, DHL collects the customs duties and taxes upfront and lodges them for you, so no further action is required to receive your parcel. We recommend using this service if it's available to your country.
Unfortunately we are not able to provide this service to all countries. You can email our support team via our Contact Us page to confirm if this includes your country :)
Tracking
Once your order has shipped, we’ll email you with a link to your tracking information. You can also access your tracking information by clicking 'Order Details' in your Order Confirmation email.
If you can’t find your Shipping Confirmation or Order Confirmation emails, 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 find it for you.
INTERNATIONAL TRACKING
If you live outside Australia, it's best to track your order with your country's national postal service.
- Click 'Track Parcel' in your shipping confirmation email.
- It will take you to your Order Details page, and display your Australia Post tracking number.
- Copy this code and paste it into your national postal service's tracking page. If the parcel has not arrived in your country yet, please try again in a couple of days. All the latest updates and notices of customs fees (if applicable) will be found there.
STEP-BY-STEP GUIDE
If you're still not sure which postal service to track with, you can use a universal tracking app like Parcels!
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 via our Contact Us page 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 this hasn't answered your question, email our support team via our Contact Us page - we'll get back to you as soon as possible ♥
