Shipping & Returns

Where we ship

We currently ship to addresses in Australia and New Zealand. If your delivery address isn't supported, it won't appear as an option at checkout.

Shipping costs & delivery times

Shipping is calculated at a flat rate, with free shipping automatically applied once your order reaches our current free-shipping threshold — both are shown in your cart and again at checkout before you pay, so there are no surprises. Once your order ships, you'll receive a shipping confirmation email, and you can always check the status of an order from your account page.

We aim to process and dispatch orders promptly, but processing and delivery times can vary — please allow a few extra days during sales or public holidays.

Change-of-mind returns

Not the right fit, or simply changed your mind? You can return most items within 30 days of delivery for a refund or exchange, provided:

• The item is unworn, unwashed, and in its original condition, with all tags attached.
• You have proof of purchase (your order number or confirmation email).

Items marked as final sale or clearance at the time of purchase aren't eligible for a change-of-mind return unless they arrive faulty.

For change-of-mind returns, the cost of return shipping is the customer's responsibility. Once we receive and inspect your return, we'll process your refund to your original payment method — please allow a few business days for it to appear, depending on your bank or card provider.

Faulty or damaged items

If an item arrives faulty, damaged, or not as described, that's on us — you're covered by the consumer guarantees under the Australian Consumer Law, regardless of the 30-day window above. Contact us with your order number and a photo of the issue, and we'll arrange a free repair, replacement, or refund, including covering return shipping where applicable.

How to start a return

Email hello@pouchpace.com with your order number and the item(s) you'd like to return, and we'll send you instructions on where to send it. Please don't send anything back before reaching out — we want to make sure it gets processed correctly.

Exchanges

Need a different size or colour? Let us know when you reach out to start your return and we'll arrange an exchange where stock is available, subject to the same conditions as a change-of-mind return above.

Questions

Anything not covered here? Email hello@pouchpace.com and we'll help sort it out. See also our Terms of Service and Privacy Policy.