Delivery and Returns
Delivery
- Orders placed before 2.00pm Monday to Friday will be dispatched the next business day. Every effort will also be made to dispatch orders placed outside of these times on the next business day.
- Saturday, Sunday and Public Holidays are not classed as business days.
- Where the customer gives 'Authority to Leave', you authorise the delivery driver to leave your parcel unattended at your shipping address and you take full responsibility for the parcel once it is scanned as delivered. We are unable to pursue any claims for lost items once the parcel is scanned as delivered.
- Authority to Leave cannot be given for high value items and/or orders, even if the customer requests this.
- We primarily use Australia Post services, but reserve the right to use a courier service for our Standard Delivery option at any time. This may be due to high delivery costs to a particular address, delays being experienced by Australia Post or for any other reason we deem necessary.
- Once collected from us, the timeframe for delivery will depend on Australia Post (or the courier service if applicable), and is out of our control. While we find delivery to most addresses is usually quite fast, if you're in a hurry for an item, we recommend opting for Express shipping as a precaution.
Standard Delivery
Our standard delivery service is free for orders of $69 and above and $10 for orders below this value. We primarily use Australia Post Parcel Post for this shipping option.
AusPost Express Shipping
Orders of $69 and above may opt for Express Shipping for a flat fee of $10. Orders below $69 will be charged $20 for Express Shipping.
New Zealand
Delivery to New Zealand addresses will be $10 for orders of $69 and above, or $20 for orders below this amount. There is no Express Shipping option for New Zealand addresses.
Returns, Exchanges and Warranty
In addition to your statutory rights, if you change your mind within 14 days of purchase, we are happy to offer an exchange or provide store credit for the value of the purchase (excludes Clearance items). The returned item must be in new, unused condition with all original packaging.
- For faulty, damaged or incorrectly supplied items, both original and return shipping fees will be covered by The Trail Co.
- For other exchanges, eg for change of mind or incorrect size, the buyer will cover return of the goods and assumes responsibility for the goods reaching The Trail Co. in original condition. The Trail Co. will cover the cost of outbound shipping on one exchange per transaction.
- To organise a return, please contact us on 07 3123 4824 or email shop@thetrail.co within 14 days of purchase.
- Please ensure return items reach us within thirty (30) days of purchase. Items must be returned with all original and undamaged packaging, including all product tags, labels and instruction manuals. If an item is not returned promptly, in its original packaging, is damaged or has any accessories missing, we reserve the right to refuse a refund or deduct the cost of the missing accessories.
- For warranties, please return items within the warranty period, commencing from the date of purchase.
For health and safety, change of mind returns cannot be accepted for underwear, creams, powders or food/nutrition products, even if the original packaging appears intact.
Unsure of your size?
If you order two of the exact same item in different sizes in the one order, we will refund the cost of the incorrect sized item once it is returned to us unused and with all original packaging. Returns must be made within our standard return period, outlined above. Due to costs already incurred by us, we can't refund both sizes, but can exchange one, or offer store credit for different item, if you find that neither fits you. Please reach out to the team in store if you'd like help narrowing down your best size or style and they'll do their best to help you over the phone.
Refunds
- Any refunds will be processed within five (5) business days of approval.
- Refunds can only be processed via the original payment method.
- After The Trail Co. has processed your refund, it may take an additional five (5) working days to appear in your account, depending on banking timelines.
Clearance Items
Products purchased on Clearance may only be returned if they are faulty or if we supply the incorrect item. Returns are not available if it's the wrong size for you, not quite what you imagined or you have changed your mind in any other way, so please check size charts and choose carefully. We'd love to help everyone out but due to the extremely low margin on Clearance items, we can't absorb the extra costs incurred from the payment processing fees, shipping and handling involved in exchanges.