Frequently Asked Questions About Delivery and Returns

SHIPPING POLICY

WHAT ARE THE SHIPPING COSTS?

• Customers are responsible for all shipping costs on orders, except during promotional free shipping periods.
• Shipping is primarily conducted via Australia Post, with exceptions for original medals, swords, and select international orders shipped via TNT or FedEx.

HOW CAN I FIND OUT THE SHIPPING TIMEFRAMES?

• For more accurate delivery estimates, customers are encouraged to check Australia Post or their tracking link.
• Please refer to the Australia Post’s Domestic Parcels Delivery Estimator.

WHAT SHIPPING METHODS DO YOU OFFER?

• We offer two different shipping options through Australia Post, including:

1. 1. Standard Shipping
   2. Express Shipping

• TNT Road is available for specific items.

IS INTERNATIONAL SHIPPING AVAILABLE?

• International shipping is subject to the import regulations of the destination country.
• Any customs duties, taxes, or fees imposed by the destination country are the responsibility of the customer.
• Customers must check and comply with their country’s customs regulations; any additional costs will be borne by the customer.
• We recommend verifying potential fees or restrictions with local customs authorities prior to placing your order.

RETURNS AND EXCHANGES

WHAT IS THE MILITARY SHOP RETURNS POLICY?

Military Shop is committed to your satisfaction. If you receive a product that you are unhappy with for any reason simply return it to us within 30 days* of the invoice date and we will happily refund the cost of purchase.

*Returns Exclusions: No returns will be accepted after 30 days of receipt of purchase. Items that are not in their original packaging cannot be returned. Items with noticeable wear cannot be returned. Items must be in like new condition to be eligible for return. Customised or custom made items cannot be returned unless it is deemed defective on arrival, in which case you must contact our customer support team within 2 business days of receiving your package. Customised and custom made items include but are not limited to rings, swords, products with bespoke branding or artwork, products with bespoke alterations or personalisation i.e swords, decanters, hip flasks, clothing and medal(s) or medal sets made to customers specifications.

HOW DO I RETURN A PRODUCT

If for any reason you would like to return your product please use the simple steps below:

1. Download and complete the Military Shop Returns Form. Be sure to complete all fields to ensure prompt turn around.

2. Safely pack all return items, along with your invoice and the competed Returns Form, in a secure carton or reuse the original packaging. When returning goods they must be returned in the original unmarked packaging and in good condition. Please do not attach anything to the outside of the original packaging. If the packaging is marked or in an unsatisfactory condition we may not be able to exchange or refund the goods. Please note, we cannot accept goods damaged in transit.

3. For your peace of mind we strongly recommend you use insured registered post. Military Shop is not liable for lost or damaged return parcels.

4: Address your return parcel to:

5. Once we receive your return we will check the item's condition and process the return within 72 hours. We will send you an email to say that that your return has been processed. You will also be charged a shipping cost to have the new order sent out.

RETURNS TERMS AND CONDITIONS

All items returned for refund must be returned in the original condition with tags attached. Please ensure all returned clothing items are free from marks, signs of wear, stains and rips as these may cause it not to be accepted for return.

Product Packaging: For items that came in product packaging or boxes please ensure you safely pack them inside a satchel or other protective covering. Do not attach anything to the original packaging. If the packaging is marked or in an unsatisfactory condition we may not accept your return.

Undergarments and Earrings: Due to hygiene reasons Military Shop is not able to accept returns on undergarments or earrings unless the item is faulty.

Items bought on clearance or end of range sales: Due to the nature of these purchases, Military shop is not able to exchange products based on size, colour or change of mind. Products found to be faulty, unless specified/highlighted on day of sale, will be exchanged for store credit only.

Items bought on sale or through a promotion: Items bought on sale, but returned outside of the sale period will only be refunded for the sale price. Additional items associated with the purchase, such as free gift based on purchase amount or volume (promotion), will have to be returned before refund/exchange can take place, if the qualifying criteria are no longer met.

Accompanying donations, contributions or charitable payments: Any donation, contribution or charitable payments cannot be refunded once payment has taken place.

Undergarments, Earrings and Face masks: Due to hygiene reasons Military Shop is not able to accept returns on undergarments, face masks or earrings unless the item is faulty. Undergarments include: underwear, thermals and socks.

Made to order: Any items that are "made to order", i.e. made to meet any technical or branded specifications are unable to be returned or exchanged, unless the item is faulty. If the item is faulty, it will be exchanged for store credit only.

Faulty, Damaged or Incorrect Order Returns: If you received an incorrect order, or if the item is damaged or faulty and you would like to refund or replace the item please contact our customer service team on 02 6123 2950 or email us at [email protected] before sending the item back. When emailing regarding a fault or damage please attach pictures of the item clearly showing the damage or fault so we can consider it for refund or exchange.

Where the item is faulty, damaged, or if incorrect items where sent in your order, we will email you an Australia Post Return Postage label. To return the item simply print out the label and secure it to the front of the parcel and take it to your local Post Office. The item will be scanned and you will receive a return confirmation from Australia Post so that you can track your return.

Please note: If you are choosing to return an item for an exchange based on colour, size or personal preference you will be liable to pay freight for the exchange, both on incoming freight (returning the goods) and on outgoing freight (dispatching the exchanged items). The price for outgoing freight will be quoted to you upon receipt of the return, based on preferred freight option.

HOW LONG DO RETURNS TAKE?

Your refund or exchange will be processed within 72 hours of the goods being received at our warehouse. Once completed you should receive your refund or have your replacement dispatched within 1-3 business days.

Faulty items may be returned outside of the regular returns time frames providing the item is still under warranty. Some faults must be approved by the manufacturer before a refund or replacement can be issued. In this case we will keep you informed on a regular basis via email updates. Where we are not the manufacturer of the product the process is beyond our control and can take two or more weeks. Each manufacturer may have different warranty periods or service standards for faulty items. Military Shop works closely with its brands to ensure faulty items are dealt with promptly, but we have no control over the repairs or assessment process for warranty issues. In some cases products returned in used condition will be repaired instead of replaced and will not be refunded unless repair is impossible. For more information on your products warranty, please contact the brand directly.

NEED MORE HELP?

If you have a question about Delivery and Returns not featured on this page, email [email protected] or call 02 6123 2950. Our team will be happy to assist you!