Refunds & Exchanges

We offer online size exchange

Size exchanges will only be accepted if contact is made within 14 business days after receiving your order. Due to shipping costs, exchanges are only available for orders placed on our web store and delivered in Australia. 

Exchanges will not be accepted unless contact is made prior to shipping garments to us. We do not offer exchanges on sale items. We do not offer refunds if garments are the incorrect size, we offer exchange or store credit only.

Due to all of our items being produced in small, limited runs, we can not guarantee we will be able to exchange your size in every instance.     

Check our webshop for product availability before requesting an exchange.

Exchange requests are processed exclusively via chat@shelteredanimals.com.au email.

How to initiate an exchange 

If you would like to exchange your item for another size, please email chat@shelteredanimals.com.au with the following information: 

Name
Order number
Name/size/colour of the garment you received
Size and colour or style you wish to exchange it for

Please allow at least 3 business days for your exchange request to be processed before sending any follow up emails.

Once your request has been accepted, all exchanges are to be sent via AusPost including an additional pre-paid satchel inside the parcel for us to send the exchanged garments back to you.

When sending a return via AusPost please include your contact name, phone number and email address on 'FROM SENDER' section, so that the parcel can be identified to your exchange request.

We highly recommend keeping the tracking number of your return in a safe, accessible place as to remove any discrepancy over the status of your parcel. Sheltered Animals is not responsible for any items lost or damaged in the post.

Please allow at least a 48hr handling period between the time that your return arrives at our warehouse and your exchange order is sent out.