Refund policy

Return Policy for Wholesale & Custom Orders

We offer a 30-day return window for eligible wholesale orders. You have 30 days from the delivery date to request a return.

Return Eligibility

To be eligible for a return, items must be:

  • In their original condition (unworn, unused, unwashed)

  • With tags attached and in the original packaging

  • Accompanied by proof of purchase (invoice or order confirmation)

Please note: Customized, personalized, or branded items (e.g., printed or embroidered garments) are non-returnable, unless defective or incorrectly produced.

Defects, Damages & Incorrect Items

Please inspect your order upon delivery. If any items are defective, damaged, or incorrect, contact us immediately at fashion@shawshank.com.au so we can assess the issue and offer a replacement or refund.

Non-Returnable Items

We cannot accept returns for:

  • Custom-branded or personalized products

  • Items sold at discounted or promotional rates

  • Gift cards or store credit balances

  • Samples or prototype orders

  • Worn, used, or altered products

Exchanges

Due to the custom nature of our products, we do not offer direct exchanges. If your item is eligible for return, you may place a new order once the return is approved.

Refunds

Once your return is received and inspected, we will notify you of the approval status. If approved, a refund will be processed to your original payment method within 10 business days.

Please allow additional time for your bank or credit card provider to post the refund. If more than 15 business days have passed since approval, contact us at fashion@shawshank.com.au

How to Start a Return

To begin a return, contact us at fashion@shawshank.com.au Returns must be pre-approved and shipped to the following address.

Returns sent without prior approval will not be accepted.