Returns

Returns & Shipping Policy

Shipping Information

Processing & Dispatch
Orders are processed Monday–Friday (excluding public holidays) from our QLD, Australia warehouse between 7am–2:30pm. All orders ship within 2 business days of being placed. You'll receive tracking information via email once your order is dispatched.

We do not currently ship to the USA.

International Orders: Customs & Duties

Customs taxes, duties, and fees may apply to international orders and are handled directly between you and the courier. SHOSAI is not involved in this process.

Important:

  • You are responsible for all customs charges, taxes, and fees
  • We're required by law to declare the full order value on your package
  • Customs authorities may delay, release, or deny your package
  • If you refuse to pay these charges, your package will be returned to us and you'll receive store credit for the order value (minus shipping and any return costs). Additional carrier fees will be deducted from your credit.

Returns Policy

SHOSAI ATTIRE COLLECTIONS: ALL PURCHASES ARE FINAL
Items from the Shosai Attire collections cannot be returned, exchanged, refunded, or have store credit applied.

Other Collections: Returns are accepted on full-priced items only (no sale items or items purchased with discount codes) within:

  • 14 days of placing your order (Domestic/Australia)
  • 7 days of delivery (International)

We do not accept returns for change of mind or incorrect sizing. If your item is faulty, contact us immediately at info@shosaistore.com for our team to investigate.

Store Credit Process:

  • We do not offer refunds, returns, exchanges or store credits on the Shosai Attire Collections.
  • We do not offer refunds unless your item is faulty
  • Approved returns receive store credit (minus original shipping costs)
  • Our team will request photos of your item to confirm it's unworn with tags in-place
  • Store credit is valid for 12 months from date of receipt
  • Afterpay purchases receive credit notes only

To arrange a return:

  1. Contact us via the Contact Us page within the return window and include your order number
  2. Our team will respond within 1–2 business days
  3. Return items with swing tags intact in original packaging

Processing takes 10–15 business days once we receive your items. We cannot refund duties, taxes, or shipping charges.

 

Order Protection

OPTIONAL ORDER PROTECTION At checkout, you have the option to add Order Protection to your order for a small fee. This is a service offered and managed directly by SHOSAI - it is not an insurance product and is not underwritten by a third party.

What Order Protection covers:

  • Parcels lost in transit (tracking shows no movement for 21+ business days)
  • Orders damaged upon arrival
  • Confirmed stolen parcels where proof of non-receipt can be provided

What Order Protection does not cover:

  • Orders marked "Delivered" where you were not home at time of delivery
  • Incorrect addresses entered at checkout
  • Delays caused by customs, duties, or carrier disruptions
  • Change of mind or incorrect sizing
  • Items from the Shosai Attire collection (all purchases are final regardless of protection status)

How to lodge a claim:

  1. Contact us via the Contact Us page within 14 business days of the issue arising
  2. Include your order number and a description of the issue
  3. Our team will respond within 1-2 business days to assess your claim

We may request supporting documentation including photos, carrier correspondence, or proof of non-receipt. Claims are assessed at Shosai's discretion.

Resolution: Approved claims will receive store credit or a replacement item at Shosai's discretion. We do not offer cash refunds under Order Protection.

Please note: The Order Protection fee is non-refundable once your order has been placed.