Shipping & Returns

— 01

Shipping rates.

Australian shipping is free on orders over $100. A flat rate of $10 applies to orders under $100. Pieces are dispatched in protective garment bags from Newcastle, NSW via tracked, signed-for service. Express options are available at checkout for time-sensitive deliveries.

Rates are inclusive of GST. All orders are tracked and require a signature on delivery.

— 02

Delivery times.

Orders placed before 12pm AEST on a business day are typically dispatched the same day. Orders placed after 12pm, on weekends, or on public holidays are dispatched the next business day.

Estimated delivery (business days)

• Newcastle & Hunter region — 1–2 days
• Sydney metro & Central Coast — 1–3 days
• Brisbane, Canberra — 2–4 days
• Melbourne, Adelaide — 3–5 days
• Hobart, Perth, Darwin, regional — 4–7 days

Delivery times are estimates from our courier partners and are not guaranteed. We dispatch with care; we do not control the journey from there.

— 03

Tracking your order.

Once your order is dispatched, you'll receive an email with a tracking number and a link to follow it. You can also view tracking from your account page at any time.

If your tracking hasn't updated for more than 48 hours, please get in touch and we'll chase it for you.

— 04

International orders.

At launch, Newtowne ships within Australia only. International shipping is being added in stages — join our list to be notified when your region is available.

— 05

Returns.

If a piece isn't right for you, return it within 14 days of delivery for a full refund.

For a return to be accepted

• The item must be unworn, unwashed, and unaltered
• All original tags must remain attached
• The item must be returned in its original packaging where supplied
• The return must be initiated within 14 days of receipt

How to start a return

Sign in to your account, find the order, and click "Return this item." We'll email a prepaid return label and instructions.

— 06

Exchanges.

We do not process direct exchanges. If you'd like a different size or piece, please return the original for a refund and place a new order. This keeps your replacement piece reserved while the return is in transit.

— 07

Refunds.

Once your return is received and inspected — typically within 2 business days of arrival — your refund will be processed to your original payment method. Most banks credit the refund within 5–10 business days from that point.

You'll receive an email confirmation when the refund is issued.

— 08

Faulty or incorrect items.

If a piece arrives faulty, damaged in transit, or doesn't match its listing, please contact us within 7 days of delivery with photos. We'll arrange a free return and either replace the piece or refund you in full.

Your statutory rights under Australian Consumer Law apply alongside this policy and are not displaced by it.

— 09

Need a hand?

Email us at [email protected] and we'll respond within one business day. For urgent matters, mark your subject line with "URGENT" and we'll prioritise it.

Our service is run from Newcastle by a small team — your message goes to a person, not a queue.