Returns Policy
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 28/11/25.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.
Before attempting to return an order you will need to contact our customer service team to request a return label. You can do this by emailing hello@shelleyandco.com.au and explaining your reasons for the return. We will only provide a return label if the reason for the return is an error on our part (e.g. an incorrect product). Otherwise, you will need to pay for postage on the return.
Due to Covid 19 health orders, any items that are classified as personal use products such as hair extensions, hair straighteners, hair dryers, brushes, combs or any other items we deem in this category but not excluding: we unfortunately cannot accept returns.
Additional non-returnable items:
- Gift cards
- Merchant fees
- Shipping costs*
Your statutory rights
Our Returns Policy does not affect your statutory rights.
Effects of Cancellation
We may make a deduction from your reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. Any shipping or merchant fees incurred by Shelley and Co may also be deducted from your reimbursement.
We will make the reimbursement without undue delay and not later than:
(a) 120 days after the day we receive back from you any goods supplied; or
(b) (if earlier) 120 days after the day you provide evidence that you have returned the goods; or
(c) if there were no goods supplied, 120 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You will have to bear the direct cost of returning the goods. An email will be sent to the account linked to your order once the refund has finished processing.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order, however, mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return or exchange of the product*; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
*We will only process a refund or send an exchange after we have received the return, unless you are expressly told otherwise.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item. You may be eligible for a return and refund or an exchange*.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us through your account using the online contact form or by emailing us directly at hello@shelleyandco.com.au. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
*We will only process a refund or send an exchange after we have received the return, unless you are expressly told otherwise.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact us through your account using the online contact form or by emailing us directly at hello@shelleyandco.com.au. Please provide details of the fault and where possible attach pictures to your message.
*If you are reporting a fault with a GHD product, please contact GHD directly by visiting the following link: www.ghdhair.com/customer-care/returns.
How do I arrange a return?
Please contact our Customer Service team to arrange your return at hello@shelleyandco.com.au. We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a return label and all the necessary information to arrange the return. A return label will not be provided for change of mind on a product or if a product does not meet expectations.
Please package the item securely and ensure your order packing slip is included inside. If you no longer are in possession of your packing slip, please ensure that you have provided the details of your return to us directly including your order number, name and items to be returned.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. Additionally, without proof of postage, we will not refund the item or send an exchange until we receive the return unless you are expressly told otherwise.
If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Returns Address
Shelley and Co
129 Kennedy St
Picnic Point NSW 2213
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
- If we sent you the wrong item
- If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. If you received free shipping on your order, we may deduct any shipping fees incurred by Shelley and Co from your reimbursement in the case that there was no fault on our part. Further shipping costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to any items returned due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
Subscription Cancellations
When you sign up for a subscription to a product/s, you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select: Every 3 months for a 5% discount or Every 6 weeks for a 10% discount.
Your payment details will be stored securely and you'll be charged for each of these deliveries, unless you choose to pay in advance.
Subscriptions will auto-renew at the end of their duration. You will receive a renewal notice email 2 days before an order is placed. If you don't want to renew a subscription, you can cancel it. Please note that to manage or cancel your subscription, you must first complete at least two orders. If you do choose to opt out prior to your second order, all we ask is that you pay the difference between the subscription price and the normal price. Contact us to arrange this. Subscription cancellation will only take place after the payment has been made.
If you want to cancel or change your subscription after the second order, you can do so at any time. Your order confirmation emails have links to your order and all subscription emails have links to manage your subscription. You can also log in via our online store. You can manage your subscription from there. If you are having difficulty accessing your subscription, feel free to contact us at hello@shelleyandco.com.au.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact our online team at hello@shelleyandco.com.au.
Complaints
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives at hello@shelleyandco.com.au.