Shipping and Returns Policy

Shipping & Returns Policy

This Shipping & Returns Policy applies to purchases made from The Plains (AU). It should be read together with our Terms and Conditions and Privacy Policy.

1. Shipping

1.1 Where we ship

We ship to:

Australia-wide. Flat rate shipping of $14.95 applies to all orders of items. These items will be shipped regular Parcel Post via Australia Post, Sendle or other courier services that we deem suitable.
International shipping: Yes. If yes, available countries and rates will be shown at checkout.

1.2 Order processing times

We aim to dispatch orders within 2 business days of receiving payment (excluding public holidays). Made-to-order or pre-order items may take longer; any special timeframes will be shown on the product page or communicated to you.

In the case of any item ordered online not being available for shipment we will notify you with a timeframe or alternative options. If these are unacceptable to you a refund will be given.

1.3 Shipping costs

Shipping fees are calculated at checkout based on your location, package size and the shipping method selected. We may offer free shipping promotions from time to time (for example, free standard shipping over $[amount]).

1.4 Delivery timeframes

Estimated delivery times vary by destination and carrier. Any delivery estimates provided are a guide only and start from dispatch (not order date). Delays can occur due to carrier networks, weather events or peak periods.

1.5 Tracking

Where tracking is available, we will email you tracking details once your order has been dispatched.

1.6 Authority to leave & safe delivery

If you provide authority to leave (ATL) instructions, you acknowledge the order may be left unattended in a location you nominate. To the extent permitted by law, we are not responsible for loss after delivery is marked as completed by the carrier.

1.7 Incorrect address details

Please check your delivery address carefully before placing an order. If you notice an error, contact us as soon as possible. If an order is returned to us due to an incorrect or incomplete address, you may need to pay a re-delivery fee.

1.8 Delays, lost or damaged parcels

Whilst we aim to ship as quickly as possible, please allow up to five (5) business days for us to dispatch your order. Please contact us if a timeframe for delivery is important.

Please refer to the Australia Post or relevant courier website for your area if time for delivery is a factor (our postcode is 2441).

If your parcel is delayed, lost or arrives damaged, please contact us at [support email] within [X] days of the expected delivery date (or as soon as practicable). We will work with the carrier to investigate and, where appropriate, arrange a replacement or refund in line with your rights under Australian Consumer Law.

We cannot be held responsible for loss, delay or damage by Australia Post or courier. Once items have been shipped, they become the property and responsibility of the purchaser. If an order arrives damaged, or is misplaced, it is the purchaser’s responsibility to liaise with Australia Post or courier. No refunds or replacements will be given for products missing or damaged in transit. We will however provide you with all the necessary information to make your claim. Please advise us immediately of any damage in transit together with photographic evidence.

Once shipped a tracking number will be issued to the email address provided which will enable you to track the progress of your order. Please enter your shipping address and contact information correctly as once it has been received, and your order dispatched we cannot alter the address, and you will be charged the standard applicable postage rate to resend.

1.9 Express Shipping

Express Shipping will incur an additional fee. Please contact us to arrange a quote. Please note that we are not situated in the next day delivery network of Australia Post, so please allow 2 – 3 business days for delivery. Please refer to the Australia Post website for your area for a delivery timeframe (our postcode is 7140).

2. Returns

2.1 Change-of-mind returns

We offer change-of-mind returns for eligible items if you contact us within [X] days of delivery and return the item to us within [Y] days of approval. To be eligible, items must be:

Unused, unworn and in original condition.
In original packaging with tags (if applicable).
Accompanied by proof of purchase.

Change-of-mind returns are not available for:

Gift cards.
Perishable goods.
Personalised or custom-made items.
Items marked as final sale/clearance (unless faulty).
Health/beauty items that have been opened (where applicable).

Unless the item is faulty or we made an error, you are responsible for return shipping costs. We recommend using a tracked service, as we cannot guarantee receipt of returned items.

2.2 Faulty items and Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). If an item is faulty, damaged in transit, not as described, or has a major failure, you may be entitled to a repair, replacement or refund. Please contact us at [support email] with your order number and photos (if applicable), and we will arrange the next steps.

2.3 How to request a return

Contact us at [support email] with your order number, the item(s) you want to return, and the reason for return.
We will reply with return instructions and (if applicable) a return authorisation.
Pack items securely and send them to the return address provided.

2.4 Refunds

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds will be processed back to your original payment method within [X] business days. Shipping fees are generally non-refundable except where required under the ACL.

2.5 Exchanges

If you would like an exchange, please contact us. Exchanges are subject to stock availability. In some cases, we may recommend returning the item for a refund and placing a new order.