Shipping & Returns
Our orders are shipped from our Melbourne warehouse, Monday to Friday, normally within 48 hours from the time of purchase.
Shipping Information
We offer free standard shipping Australia-wide on all orders over AUD $200, and free express shipping Australia-wide on all orders over AUD $600.
Estimated Delivery Times (from dispatch)
| Region | Delivery Method | Estimated Delivery |
|---|---|---|
| Australia | Standard | 3–5 business days |
| Australia | Express | 1–2 business days |
| Europe | DHL Express | 2–4 business days |
| Rest of the World | DHL Express | 1–5 business days |
Shipping Rates (international orders and orders under $200)
| Delivery | Cost | Estimated Delivery |
|---|---|---|
| Standard Shipping Australia | $10.00 | 3–5 business days |
| Express Shipping Australia | $15.00 | 1–2 business days |
| New Zealand | $20.00 | 3–7 business days |
| International | $40.00 | 3–7 business days |
International Delivery Notes
All international shipments are sent DDU (Delivery Duties Unpaid). Any duties or taxes incurred are the responsibility of the customer. In instances where the duties and taxes are refused and the parcel is returned to Shelter Cashmere, a return shipping fee will be deducted from the refund amount. We recommend contacting the customs office of your country for further information, as Shelter Cashmere is not able to estimate duties or taxes that may be incurred.
Please note that expected delivery times are guides only, provided by our shipping partners.
Unclaimed parcels
Unclaimed shipments aren't counted as a return. If you do not collect your parcel, the package will be returned to us. Please note that we charge AUD$30 for any shipped unclaimed orders to cover the handling costs of the order.
Lost Parcels
In the unfortunate event that a parcel is lost in transit, Shelter Cashmere will replace or refund the item, once the investigation is completed. However, if the order can be tracked and traced to have arrived at its final destination, Shelter Cashmere is not liable for the order.
Returns & Exchanges
We offer easy returns and exchanges for Australian and New Zealand orders within 7 days of delivery. Items must be unworn, unused, and in perfect condition with all original tags and packaging. Garments received with makeup marks will not be accepted, as all items need to be in re-sellable condition. Items returned otherwise may be rejected and returned to the customer.
We do not accept returns on socks or items marked as final sale.
Items included as complimentary gifts (e.g. cashmere brushes) must also be returned unused, or a AUD $30 fee will be deducted from your refund.
Return Eligibility
| Item Type | Refund | Credit Note | Exchange |
|---|---|---|---|
| Full-price | ✔ | ✔ | ✔ |
| Sale | — | — | ✔ |
| Final Sale | — | — | — |
Returns Process
For all return or exchange requests, please contact us at info@sheltercashmere.com within 72 hours of receiving your order. Include your order number and a brief reason for the return or exchange.
For returns, items must be returned within 7 days of receipt, and must be sent via registered post with tracking. Customers are responsible for return shipping costs, and original shipping costs will not be included in the refund.
For all exchanges we will happily deliver the new item to you at our cost provided we have received your returned order.
Refunds will be processed to the original payment method, excluding original shipping fees. You will receive confirmation by email, and it may take up to 5 business days for the refund to appear in your account.
Damaged or Faulty Items
If you receive a faulty item, please email info@sheltercashmere.com with your order number and photographs of the issue. Faulty items will be replaced or refunded (including shipping), depending on availability.
Please note: pilling is a natural effect of wear and not considered a fault.