You probably need an answer to something that lots of others ask, too. Here's some — but if you still don't find what you're looking for, you can alwayscontact us.
All packages are sent with SHIPPIT, a door-to-door courier.
✿ Melbourne: Expect 1-2 business days ✿ 2-14 business days for Australia wide
The closer you are to Melbourne, the quicker it'll be! Sydney is on the shorter side of the estimate, Perth and regional areas on the longer side.
All are estimates only, ultimately we don't have much control over unforseen circumstances that the delivery companies experience.
Tracking will be emailed to you once your item has been picked up.
Free for Australian orders over $200
For orders under $200 or international, the cost is variable depending on your location and how fast you want it.
Just proceed to the checkout to get your exact cost!
If sent via DHL EXPRESS
✿ 2-10 days depending on location.
If sent via DHL eCommerce
✿ 2-5 weeks depending on location
⟶ Please note that DHL E-commerce (standard international shipping) courier only comes to collect the parcels once a week, so there may be delays in your tracking.
Highrack IS NOT RESPONSIBLE FOR YOUR COUNTRIES CUSTOMS SYSTEM.
Unfortunately some countries may charge taxes on our shipments, Highrack is not responsible for these charges. By shopping with Highrack you agree to these terms and conditions.
✿ We send Australian orders with Shippit who are 100% Carbon Neutral!
✿ We have also gone green with DHL!
✿ We use 100% compostable mailers.
✿ You can reuse our mailers!
⟶ When you are finished with them please cut the shipping label off your mailer and put this into the bin.
⟶ Then cut your mailer up into smaller pieces and put it in your home compost.
⟶ Your mailer will disintegrate into the earth.
⟶ You can do the same with your garment bag :)
Highrack is not responsible for lost or stolen packages if confirmed delivery.
The customer is responsible for their package if it gets redirected to Highrack marked as unclaimed or incorrect address.
Highrack does not offer free shipping back to the customer, but we will re send at buyers expense.
We endeavour to make your online store experience as delightful as possible. If you are unhappy with your purchase for any reason, we will gladly accept returns within 14 days of receiving your order. Highrack Studios accepts returns for refund or exchanges for store credit.
For returns, your item must be:
✿ Unworn ✿ In it's original packaging, exactly as you received it ✿ With a completed returns slip included in your parcel with your order number (you will find it on the Highrack Studios order confirmation email).
☆ Refunds are only accepted for full priced items.
We encourage conscious shopping so please choose mindfully to ensure you receive the item/size you want. We don't encourage returns for change of mind but we are able to refund/exchange if necessary.
For orders delivered we will accept exchanges on items purchased online within 14 days of receiving your order or at any time if products are faulty.
② Or, if you do not have access to this form please include a note including (name, order number and exchange request)
③ Re-pack your items in its original packaging and please ensure when you receive your items, do not rip or tear the packaging, all of our packaging is reusable and it helps us to be more sustainable :)
④ Please send back to the address listed on the returns slip or email firstname.lastname@example.org if you do not have your returns slip to request our address.
When items arrives back to Highrack Studios, we will issue you with a Refund or Store Credit sent via email for you to use on our website. Please allow 5 business days for processing.
✿ Please note we cannot accept pickup or drop-off to our address due to health and safety reasons.
✿ For purchases made in the Christmas/New Year period, we are happy to extend the returns window to 20 days.
If you need to exchange your purchase for another size please state your request on the returns form.
Once we receive please allow up to 5 business days for your order to be processed and store credit to be issued.
If you require your items urgently we recommend repurchasing to avoid missing out on stock, and so you receive your item sooner and we can then issue you a refund once your return items arrives.
Store credits are sent via email and will be in your inbox of the email address that was used to place the original order (please be sure to check your spam folder).
Items purchased on sale (discounted price from the full sales price) are NOT eligible for refund or exchange.
This includes items purchased during sale periods for example:
✿ Black Friday / Cyber Monday ✿ Boxing Day Sale ✿ Discount Code ✿ Site Wide Sales
Highrack Studios reserve the right to reject returns.
Returns will only be accepted if the item is in perfect condition with tags attached (no makeup stains, perfume, animal hair, tags attached, corn starch bag etc.)
It is advised you keep a tracking reference for your parcel, so you know when it has been delivered to Highrack Studios.
Customers will be responsible for shipping and handling charges for any return.
Please ensure you choose tracked post, so if it gets lost, we can know if it ever reached our warehouse.
However if the item is faulty customers will initially be responsible for shipping and handling charges for any faulty products, however this amount will be refunded to your account once the product has been received and assessed.
We take the utmost care in ensuring our goods are of high quality. However, if for any reason you find that our products are faulty or unsatisfactory, or you did not receive what you ordered, we will be determined to resolve any issues to satisfy our beautiful customers.
Returns will be accepted for products purchased if they are faulty or the products delivered do not match your order.
Please contact us at contact@highrackstudios if you believe you have received a faulty product so we can begin the assessment process via email.
We operate on Monday to Friday (excluding public holidays in Melbourne, Australia) from 10am until 3.00pm AEST.
You can also email us directly: email@example.com