Shipping & Returns Policy

Shipping & Delivery Responsibility

Once your order leaves our studio, it's in the hands of the delivery network. Escape Design is not liable for any delays caused by Australia Post or other couriers.

  • You'll receive a tracking link via email once your parcel is shipped. If you selected SMS or Messenger updates at checkout, you'll get alerts there too.
  • Didn't receive your tracking details? Please get in touch so we can help.
  • For the most up-to-date delivery info, we recommend checking the carrier's tracking system.

Although we can't control delivery delays or lost parcels, we'll always support you in resolving the issue - including lodging investigations if needed.

Returns Policy

Change of heart? No worries. You have 5 days from the date of delivery to return items that aren't quite right. Just ensure they are:

  • Unworn and unwashed
  • In original condition, with barcode tag attached
  • Sent with tracking within 5 days

Return shipping is currently at the buyer's expense. As a growing brand, we're not able to offer free returns just yet - but we hope to in the future.

Start your return here: https://escapedesign.com.au/pages/return-request

Thanks for supporting Escape Design - a brand built on comfort, confidence, and care.

Return to Sender & Incorrect Addresses

  • If a parcel is returned due to being undeliverable or unclaimed, we'll either resend it or issue store credit (shipping fees excluded). Refunds will not be issued.
  • If the shipping address provided is incorrect, any reshipping costs will be the customer's responsibility.

Peak Season Dispatch

During promotional events, holidays, or the Christmas season, dispatch times may be longer than usual.

  • We aim to meet standard processing times but ask for an extra 24 hours during busy periods.

Thanks for your patience while we work to get your order out!

Customs, Duties & Import Fees

Escape Design does not cover customs charges, duties, or taxes imposed by your country.

  • These are the buyer's responsibility and must be paid on delivery.
  • We cannot refund or accept returns for parcels refused due to unpaid customs fees.

Customs rules differ by country - please check your local regulations before placing your order.

Example for New Zealand:

  • 15% GST applies to all imports and is paid to NZ Inland Revenue.
  • Orders under NZ$1,000 typically don't incur additional duties.
  • Use the NZ "What's My Duty" tool to estimate charges.

Parcel Issues & Address Changes

Escape Design is not responsible for parcels that are lost, stolen, delayed or damaged once in transit.

  • If you need to correct your shipping address, contact us within 1 hour of placing your order.
  • If the parcel is returned due to address error, return fees may apply as charged by the carrier.
  • If you face any issue at checkout with your address, reach out before completing your purchase: https://escapedesign.com.au/pages/contact

Missing Orders

Most orders are dispatched twice daily, so delays are rare. If you haven't received your parcel:

  • Check tracking details first to understand the status.
  • If still unresolved, contact us at returns.escapedesign.com and we'll assist.

PRE-ORDER items: If your order includes a pre-order piece, your full order will be held until that item arrives. Check the product page for estimated delivery dates.

Faulty Items

If something's not right with your item, please head to our Returns page. You'll find a step-by-step guide on how to contact us with photos and details so we can resolve the issue swiftly.

Credit Notes

Can't find your credit note? Don't stress - it was sent to the same email as your order.