Thank you for choosing Shack! We’re thrilled you’ve taken an interest in the unique pieces we’re passionate about crafting. Our aim is to ensure your journey discovering and selecting our products is as delightful as owning them.

Like all shopping encounters, there are terms and conditions governing purchases at Shack. When you place an order or secure a purchase with Shack, you consent to abide by the guidelines provided, in line with Shack’s Privacy Policy and Terms & Conditions.

7-Day Online Returns Policy (Furniture)

Returning Furniture

Any online order returns should be initiated within 7 days from the date of receipt. To process an online order return, kindly contact us at enquiries@shack.com.au, and we will guide you through the process. Please note that the policy is subject to the following conditions:

• A restocking fee of 20% for all Metro Sydney orders and 30% for Regional NSW, QLD, VIC, ACT and SA. This fee is calculated based on the total value of each line item in the original purchase which will be removed from the final refund amount.
• Refunds will only apply to items in pristine condition and with their original packaging. Any products with scratches, stains, damages or signs of alterations will not be eligible for a return. We reserve the right to withhold a refund if an item, in our reasonable assessment, has deteriorated due to normal wear, misuse, or lack of proper care.
• Furniture returns may only be facilitated by a Shack approved delivery partner and will incur a fee equal to the delivery fee charged on the original order. Please do not attempt to use a third-party delivery partner as this will violate the terms of this returns policy.
• We unfortunately cannot process returns for any items that are clearly marked as “Sale” or “Clearance”.
• This policy is only applicable to online orders and therefore does not apply to any orders placed at one of our physical stores or showrooms.

Receiving a Refund on Furniture

Once we receive all returned items at our warehouse, the refund process will begin within 7 business days. Refunds will be directed back to your original payment method, be it a Credit Card, PayPal, or Bank Account.

Please note that any fees related to shipping and assembly are non-refundable. If an item was delivered with packaging, we ask that it is returned in its original packaging in order to be eligible for a return.

7-Day Online Returns Policy (Homewares)

Returning Homewares

Any online order returns should be initiated within 7 days from the date of receipt. To process an online order return, kindly contact us at enquiries@shack.com.au, and we will guide you through the process. Please note that the policy is subject to the following conditions:

• A restocking fee of 15% for all Metro Sydney orders and 20% for Regional NSW, QLD, VIC, ACT and SA. This fee is calculated based on the total value of each line item in the original purchase which will be removed from the final refund amount.
• Refunds will only apply to items in pristine condition and with their original packaging. Any products with scratches, stains, damages or signs of alterations will not be eligible for a return. We reserve the right to withhold a refund if an item, in our reasonable assessment, has deteriorated due to normal wear, misuse, or lack of proper care.
• We unfortunately cannot process returns for any items that are clearly marked as “Sale” or “Clearance”.
• This policy is only applicable to orders placed online and therefore does not apply to any orders placed at one of our physical stores or showrooms.

Receiving a Refund on Homewares

Once you’ve contacted us, we will issue a Return Authorisation number via email. Please note we cannot accept any returns without an authorisation number and any unauthorised returns will be returned to you and postage charged to you.

We recommend your homeware returns be sent via registered post so you have a tracking service as we cannot guarantee the safety of items being returned and cannot accept responsibility for items until we have received them.

Send your unused items including packaging to: SHACK, Unit 16, 1801 Botany Road, Banksmeadow NSW 2019.

Once we receive all returned items at our warehouse, the refund process will begin within 7 business days. Refunds will be directed back to your original payment method, be it a Credit Card, PayPal, or Bank Account.

Please note that any fees related to shipping are non-refundable. If an item was delivered with packaging, we ask that it is returned in its original packaging in order to be eligible for a return.

Change of Mind or Cancellations

We are committed to ensuring your shopping experience with us is enjoyable. Please check all product details, measurements & photos before going ahead with your purchase. If you change your mind about your purchase, and a product has already shipped, the 7-Day Returns Policy will apply for both Furniture and Homewares items. If you have any questions or need help with your purchase please email enquiries@shack.com.au or contact one of our stores.

Faulty or Damaged Furniture

We take special care in protecting your orders during transit. In the unfortunate circumstance where an item has arrived damaged, faulty or broken please contact us immediately on receiving your items, and once verified we will help arrange a replacement or repair for you.

Our online operations are run from our warehouse in Banksmeadow, Sydney, so unfortunately damaged or faulty items cannot be returned to one of our stores.

Faulty or Damaged Homewares

We recommend your homeware returns be sent via registered post so you have a tracking service as we cannot guarantee the safety of items being returned and cannot accept responsibility for items until we have received them.

All replacements will be re-sent via Australia Post’s Parcel Post service free of charge once we have received your returned items. To return an item:

• Email us at support@shack.com.au immediately on receiving your item/s with your order number and return reason and indicate which items are faulty or damaged.
• We will issue a Return Authorisation number via email. Please note we cannot accept any returns without an authorisation number and any unauthorised returns will be returned to you and postage charged to you.
• Send your unused damaged or faulty item including packaging to: SHACK, Unit 16, 1801 Botany Road, Banksmeadow NSW 2019.