Highrack Studios respectfully acknowledges the Traditional Owners of the land on which we live and work - the Boon Wurrung and Woiwurrung (Wurundjeri) peoples of the Kulin Nation and pays respect to their Elders, past, present and emerging.
Refund policy
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 14 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:
- The product was bought at full price
- The product is not worn
- The product is returned in its original Highrack Studios packaging, exactly as you received it.
- Completed Returns Slip included in your parcel with your order number (you will find it on the Highrack Studios order confirmation email).
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 14 days of receiving your order or at any time if products are faulty. Please return item as per below:
- Complete the returns form found at the bottom of this page, or if you do not have access to this form please include a note including (Name, Order Number & Exchange Request)
- 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 :)
- 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.
- 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.
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, 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.
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 NOT eligible for refund or exchange
This includes items purchased during Sale periods for example:
- Black Friday-Cyber Monday Sale
- Boxing Day Sale
- Discount Code
- Site Wide Sales
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 5* 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 5 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 3.00pm Australian Eastern Standard/Daylight Savings Time.
The contact phone number for our team via email at contact@highrackstudios.com
WILL MY DUTIES AND TAXES BE REFUNDED?
Highrack Studios are not responsible for paying duties, taxes and tariffs. These costs will not be paid by or refunded by Highrack Studios.
If a customer refuses to pay the tariffs Highrack Studios will not be responsible for the costs of retrieving the parcel and it will be deducted off the customers refund.
Mobile Terms of Service
Highrack Studios
Last updated: May 18, 2023
The Highrack Studios mobile message service (the "Service") is operated by Highrack Studios (“Highrack Studios”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.
By consenting to Highrack Studios’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Highrack Studios through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).
You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Highrack Studios. Your participation in this program is completely voluntary.
We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.
You may opt-out of the Service at any time. Text the single keyword command STOP to Highrack or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Highrack Studios mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.
For Service support or assistance, text HELP to Highrack or email contact@highrackstudios.com.
We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.
The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.
To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.