FAQS

RETURNS & EXCHANGES

RETURNS 

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 exchanges or returns for unworn garments returned to us within 10 days of receiving your order. 

Highrack Studios accepts returns for refund or exchanges for store credit.

We encourage conscious shopping so please shop 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.

REFUND

If you would like to return goods for a full refund then please ensure:

EXCHANGES

If you would like to exchange your item for a different size or style, please send back to Highrack Studios. Once received we will issue Store Credit for you to repurchase your new items. 

WHAT IS THE PROCESS FOR RETURNS AND EXCHANGES?

For orders delivered we will accept exchanges on items purchased online within 10 days of receiving your order or at any time if products are faulty. Please return item as per below:

  1. Complete the returns form included in your order or if you do not have the form please include a note including (Name, Order Number & Exchange Request
  2. 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 :)  
  3. Please send back to the address listed on the returns slip or email contact@highrackstudios.com if you do not have your returns slip to request our address.
  4. When items arrives back to Highrack Studios, we will issue you with a Refund ot Store Credit sent via email for you to use on our website 

* 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.

Additionally, 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 etc.)

It is advised you keep a tracking reference for your parcel, so you know when it has been delivered to Highrack Studios. 

This policy applies to products purchased from the website www.highrackstudios.com

Note: Items purchased on Sale (discounted price from the full sales price) are eligible for an exchange/store credit only at the discounted price. This includes items purchased during Sale periods for example:

EXCHANGING SIZE

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 3* business days for your order to be processed and store credit to be issued. If you have any other queries please contact our Customer Service team via email at contact@highrackstudios.com 

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.

WHAT IF A PRODUCT IS FAULTY OR INCORRECTLY DELIVERED?

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. 

WHO PAYS FOR SHIPPING RETURNS?

Customers will be responsible for shipping and handling charges for any return. 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. 

HOW LONG WILL IT TAKE TO RECEIVE STORE CREDIT?

Once your goods have been received by Highrack Studios please allow up to 3 business days for your return to be processed. Store Credit is 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)

HOW DO I CONTACT THE CUSTOMER SERVICE TEAM?

The Customer Service team operates on Monday to Friday (excluding public holidays in Melbourne, Australia) from 10am until 4.00pm Australian Eastern Standard/Daylight Savings Time.

The contact phone number for our team via email at contact@highrackstudios.com

 

POSTAGE

PLEASE NOTE- OUR COURIER SERVICES DO NOT SHIP TO PO BOXES OR PARCEL LOCKERS

International: 

Via DHL EXPRESS 

2-10 days depending on location.

Via DHL E-commerce 

2-5 weeks depending on location

Please note the DHL E-commerce (regular international shipping) courier 

only comes to collect the parcels once a week, so there may be delays in your tracking. 

Please expect delays due to covid-19

Domestic:

(ESTIMATES only)

Same day- 2 business days for Melbourne 

1-14 business days for Australia wide

All packages are sent with SHIPPIT

Door to door courier.

 

SHIPPIT is 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 :)

Tracking will be emailed to you once your item has been picked up.

 

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. 

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.

THANK YOU SO MUCH FOR YOUR SUPPORT LOVE YOU!