FAQs

Have questions about your order, or a general enquiry?

CHRISTMAS DELIVERY

To ensure your order arrives in time for Christmas, please note the following cut off dates: 

Australia: Order by December 14th for Christmas delivery.
International orders: Order by November 27th for Christmas delivery. 

If your order is placed after this time, we cannot guarantee delivery before Christmas.

Orders & Shipping

Where does SHOSAI ship to and how long is shipping?

Orders can take between 1-5 days to process after purchase. Once processing is complete customers can expect the below delivery and dispatch windows:

AU - Australia Post

Victoria Metro only - Standard - 1-2 business days

Victoria Metro only - Express - Next business day

Nationwide - Standard - 2-3 business days

Nationwide - Express - 1-2 business days

New Zealand - Australia Post

International Standard - 5-7 business days

International Express - 3-5 business days

UK & Ireland - Australia Post

International Standard - 12-15 business days

International Express - 7-10 business days

USA - Australia Post

International Standard - 12-15 business days

International Express - 7-10 business days

Rest of World (France, Japan, Brazil, Uruguay, Chile & South Africa) - FedEx International Express

International Express - 12-15 business days

Which shipping couriers do you use?

Australia Post for domestic and FedEx for International shipping.

Where is my order?

If you haven't received your order by the expected delivery date, please reach out to our customer service team. Once received, we'll get back to you within 48-72 hours. Our delivery partners may experience slight delays as a result of ongoing COVID-19 impacts. The couriers continue to make every effort to ensure safe & fast delivery whilst adhering to COVID-safe guidelines. We recommend monitoring your tracking for details on delivery progress or visiting the courier's website for further information.

How can I check my order status?

Once your order has been dispatched, you'll receive an email notification containing a tracking number. Click the link and you'll be directed through to our couriers website where you can track your package.

Can I cancel or edit my order?

Once an order has been placed it automatically gets sent to our warehouse. Therefore once an order has been placed, we cannot cancel the order. For more information please contact our customer service team.

Are customs and duties included for International orders?

As we are based in Australia shipping parcels internationally, Import Duties and Taxes may be payable to import into your country. We recommend contacting your local customs office for more info.

I have an issue with my order

If there's an issue with your order, please head to our Contact Us page. Once you've filled out and submitted the report, our customer service team will get in touch in the next 48 to 72 hours.

Other

Will sold out items be restocked?

Our heritage fits will be subject to re-stock, please sign up to the SHOSAI fam to receive back in stock alerts.

How will I find out about new releases, special projects?

Subscribe to the SHOSAI newsletter to be the first to know about new releases, events and offers. @shosaistore is where we get together, follow us on Instagram and Twitter and get involved.

How do I know my size?

All SHOSAI has been designed with an oversized fit in mind. Please refer to the size chart on the product page, or reach out to our customer service team if you are unsure. We'd be happy to help.

What payment methods do you accept?

We accept Visa, Maestro, Mastercard, Paypal, Google Pay, Apple Pay, AfterPay, American Express, Discover, Diners Club and Shop Pay.

Returns & Refunds

Do you offer free returns?

We do not offer FREE returns. All returns will be at the expense of the customer.

How do I return my online order?

If you'd like to return an order, please contact our customer service team. All returns will need to be sent back to us via trackable post, please keep your tracking number on hand as proof of return as we can't be held responsible for postal service mishaps.

What is your return and exchange policy?

If you'd like to return an order, please contact our customer service team. All returns will need to be sent back to us via trackable post, please keep your tracking number on hand as proof of return. Once received in our warehouse and assessed as eligible for a refund, we will process your return. Exchanges are not accepted.

How soon will I get my refund?

Once we've received your product back in our warehouse and assessed its eligibility for return, refunds will be processed and deposited back in your account in 5-10 working days.