Refund policy

Shipping & Returns
Last updated: 24 October 2026

SHIPPING

Where we ship
We ship within Australia only. A small number of remote postcodes can't be serviced for some products. If your address can't be delivered to, we'll contact you and refund your order in full.

Who sends your order
Products from our Australian brand partners are packed and sent by the brand, from within Australia. Other products, including our own Tailwren pet range, are sent by our fulfilment partner from within Australia. If you order from more than one brand, you'll receive a separate parcel from each.

Delivery times
Delivery time depends on the brand and where you live. You'll get a tracking link by email as soon as each parcel is sent. Delivery times are estimates and are not guaranteed.

Shipping costs
Free shipping on most orders of A$49 or more, Australia-wide. For orders under A$49, our own range ships for A$7.95 and items from our Australian brand partners ship at the brand's own rate. Bulky items such as furniture and 4WD parts may ship by freight, which isn't covered by free shipping. The exact shipping cost is always shown at checkout before you pay.

Damaged or lost in transit
If your order arrives damaged, or doesn't arrive within a reasonable time, email hello@tailwren.com within 7 days of delivery (or the expected delivery date) with your order number and photos of any damage. We'll arrange a replacement or refund at no cost to you.

RETURNS AND REFUNDS

Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure isn't a major failure. Nothing in this policy limits those rights.

Faulty, damaged or wrong items
If something is faulty, arrives damaged, or isn't what you ordered, email hello@tailwren.com within 7 days of delivery with your order number and photos. Depending on the problem, we'll offer a repair, replacement or refund at no cost to you.

Change of mind
We accept change-of-mind returns within 14 days of delivery for items that are unused and in their original packaging. Please email us before sending anything back so we can give you the right return address (returns go to the brand or our fulfilment partner). You pay the return postage, and we refund the item price once the return is received and checked.

How to start a return
Email hello@tailwren.com with your order number and the reason for the return. Don't send items back without hearing from us first.

Refunds
Approved refunds go back to your original payment method within 5–10 business days after we receive and inspect the returned item.