Frequently Asked Questions
Frequently Asked Questions
Find quick answers to the most common questions about sizing, orders, shipping, returns and refunds.
Sizing & Products
How do I choose the right size?
We recommend checking the size guide and measurements shown on the product page before placing your order.
As sizing and fit can vary between styles, please use the information provided for the specific item you are interested in.
What if I am between two sizes?
If you are between two sizes or unsure which size to choose, we recommend choosing the larger size for a more comfortable fit.
We also recommend checking the measurements and size guide on the product page before placing your order, as fit may vary between styles.
Will an item look exactly like the photos?
We make reasonable efforts to display our products as accurately as possible.
However, colours may appear slightly different depending on your screen settings, device and lighting.
Will sold-out items be restocked?
Some items may be restocked, while others may only be available for a limited time.
If a size or style is unavailable, we recommend checking the product page again later for updated availability.
Orders & Shipping
How long does delivery take?
Our estimated total delivery time is 5–8 business days from the date your order is placed.
This includes both order processing and shipping transit time.
How long does it take to process my order?
Orders are typically processed within 2–3 business days, Monday to Friday, excluding weekends and public holidays.
Do you offer free shipping?
Yes. We offer free standard shipping on all orders within Australia, with no minimum purchase required.
Where do you ship?
We currently ship to customers throughout Australia.
Certain remote or restricted locations may have limited delivery options or require additional delivery time.
How can I track my order?
Where tracking is available, you will receive tracking information after your order has been dispatched.
Please allow some time for tracking information to become active after receiving your shipping confirmation.
My tracking has not updated. What should I do?
Tracking information can sometimes take time to update after your order has been dispatched.
If there has been no update for an extended period or your order has passed the expected delivery timeframe, please contact us at support@shaora.com.
What should I do if my order has not arrived?
If your order has not arrived within the expected 5–8 business day delivery period, please contact us at support@shaora.com and include your order number.
We will investigate the issue and, where necessary, work with the shipping carrier to find an appropriate solution.
Can I change my shipping address after placing an order?
Please contact us as soon as possible at support@shaora.com if you notice an error in your shipping address.
We cannot guarantee that an address can be changed once your order has been processed or dispatched.
Can I change or cancel my order?
Please contact us as soon as possible if you would like to change or cancel your order.
We cannot guarantee that changes or cancellations can be made once processing or fulfilment has begun.
Returns & Exchanges
What is your return policy?
We offer a 30-day change-of-mind return policy.
You have 30 days after receiving your order to request a return.
What condition must my item be in for a return?
For a change-of-mind return, your item must be in the same condition in which you received it.
It must be:
- unworn
- unused
- unwashed
- with all original tags attached
- in its original packaging where reasonably possible
You will also need to provide proof of purchase.
How do I request a return?
Please contact us at support@shaora.com before returning your item.
If your return is accepted, we will provide you with instructions on how and where to send it.
Who pays for return shipping?
For change-of-mind returns, customers are responsible for return shipping costs unless otherwise stated.
If an item has a problem covered by the Australian Consumer Law, reasonable return postage costs may be reimbursed where required by law.
Can I exchange my item for another size?
If you would like a different size, colour or item, the quickest option is to return the original item in accordance with our return policy and place a new order.
Can I return a sale item?
Items marked as final sale are not eligible for change-of-mind returns unless otherwise stated.
Sale or discounted items that are not marked as final sale remain subject to our standard return conditions.
This does not affect your rights under the Australian Consumer Law if an item is faulty, damaged or not as described.
What if my item is faulty, damaged or incorrect?
Please contact us as soon as reasonably possible at support@shaora.com if your item is faulty, damaged, not as described or if you received the wrong item.
Your rights for faulty or non-compliant products are not limited by our 30-day change-of-mind return period.
Refunds
How long does a refund take?
Once your return has been received and inspected, we will let you know whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Your bank or payment provider may take additional time to process and display the refund.
Where will my refund be sent?
Approved refunds are returned to the original payment method used when placing the order.
I was told my refund was approved, but I have not received it. What should I do?
Banks and payment providers may take additional time to process a refund.
If more than 15 business days have passed since we confirmed your refund was approved, please contact us at support@shaora.com.
Contact
How can I contact Shaora?
You can contact our customer support team at:
When is customer service available?
Monday to Friday: 09:00 – 17:00 (AET)
Saturday to Sunday: 11:00 – 16:00 (AET)
We aim to respond to enquiries within 24 hours.
Contact Information
Store name: Shaora
Warehouse address: 112 Ingles Street,
Port Melbourne VIC 3207, Australia
Business name: HSG Ecommerce
Kvk nr: 97914800
Business Address: Familie van der Leerstraat 141,
3075 PV, Rotterdam NL
Email: support@shaora.com
Monday to Friday: 09:00 – 17:00 (AET)
Weekends: 11:00 – 16:00 (AET)
We aim to respond to your inquiries within 24 hours.