To get in touch with us regarding your order or other general enquiries, please email us at info@shifting-worlds.com
You can also communicate with us via the chat function on our website. 

All orders placed within Australia will be shipped using Australia Post. Please allow up to two business days for us to process and dispatch your order. Once your order has been dispatched, you will receive an email with tracking information so that you can follow your order progress online. In the event that multiple orders are placed on the same day with the same shipping destination and account, these orders may be combined.

Shifting Worlds is paperless and therefore we do not provide a paper invoice with your order by default. If you require a paper invoice, please contact us as soon as possible.

Express Post is generally delivered between 1-3 business days depending on your location. Please contact info@shiftingworlds.com with any questions regarding shipping. 

Shifting Worlds uses the DHL Express Worldwide network for all international orders. Please refer to the rate guide below for more information. Due to COVID-19 we are seeing increased rates for international shipping, please get in touch with us if you have any concerns or questions. 

All international deliveries are shipped on a Delivery Duty Unpaid (DDU) basis and all taxes and duties incurred are liable by the receiver. Please consult your local customs agency for more information regarding this. If applicable, you will be required to pay such fees upon receiving your order as international duties and taxes are not calculated into our prices.

Some shipments may experience delays due to customs clearance processes. These are unfortunately outside of our control. It would be advisable to contact your local customs agency or postal office for more information regarding shipment delays.

PLEASE NOTE: The delivery windows given above are only an estimate provided to us by our courier service. Unfortunately, we cannot guarantee delivery times – if a shipment arrives outside of the estimated timeframe, Shifting Worlds is not liable.

Shifting Worlds wants you to be completely satisfied with your purchases and we are happy to accept returns that may be exchanged for a different item we have in stock or for store credit, valid for 6 months. Unfortunately, we cannot offer refunds unless there has been an error on our behalf or if the item is faulty, so please ensure you love what you choose or feel as confident as we do that Shifting Worlds will continue to carry items you will love in the future. There are no refunds given if you have changed your mind about a purchase. 

• We must be contacted within 14 days of receiving your order (21 for international orders) if you wish to submit a return request. Requests falling outside of this time frame unfortunately will not be accepted.
  
  
• Returns are only accepted for full-price items, including pre-orders. Items bought on sale or with the use of a discount code are final and cannot be returned unless the item is faulty or there has been an error on our behalf.
  
  
• Shifting Worlds does not accept returns on beauty products, fragrances, candles, earrings and undergarments for hygiene reasons.
  
  
• Items approved for return must arrive back to us in their original condition, with their original tags attached, and in their original packaging. Merchandise returned worn, altered, washed or otherwise damaged will not be accepted to return and may be sent back to the customer at the discretion of Shifting Worlds.
  
  
• Exchanges for items of equal or greater value than the original item/s purchased will incur additional charges including for shipping. Leftover credit for items of lesser value than the original item/s purchased will be issued as store credit once shipping costs have been accounted for.
  
  
• Initial shipping fees are non-refundable and will not be credited.
  
  
• In the event an item is eligible for a refund, we require up to 5 business days after receiving the returned items to process your refund. Financial institutions may require additional time for the funds to appear in your account.
  
  

1. Contact info@shifting-worlds.com, within 14 days of receiving your order, and put RETURN REQUEST in the subject line. Please include your online order number and state your reason for requesting the return. Include all relevant information and provide photographs where necessary. If you would like to exchange your item for a different one, please also provide us with the details of this item. We will hold items chosen for exchange for you for 14 days.

2. We will get in touch to confirm your return request and advise you on shipment. Returns must arrive back to Shifting Worlds within 14 days of us confirming the request.

3. If you elect to use our return services, we will arrange shipping on your behalf and a shipping fee will be charged additionally or deducted from available store credit. For domestic returns, this shipping fee will be $10 and for international returns, this amount will be determined by your country/region.

4. If you choose to use your own courier please make sure to use a service with tracking capability. We will provide you with the returns address once we have confirmed your request.

5. Please declare international returns as “Return of Australian Merchandise” on the customs declaration, otherwise the return may not be successful or may incur additional fees.

6. Returned items will be assessed by us upon arrival. We reserve the right to reject any returns that do not comply with the conditions outlined above.

7. Accepted returns will be confirmed with you via email, and will include a receipt for any store credit issued.

8. Exchanges will be shipped out to you as soon as possible and tracking will be provided. If there is a delay for any reason we will contact you by email.

We are unable to cover any international duties or taxes. Please be advised that exchanges may require additional import taxes or duties for destinations outside Australia.

If you have any questions or concerns regarding the return/exchange process, please contact us at info@shifting-worlds.com.

Online gift vouchers can be found and purchased here. They are issued electronically by email and each contains a unique code that is for use on our website only (www.shifting-worlds.com)

• Online gift vouchers are valid for 3 years from the issue date
• They are always issued in AUD
• Online gift vouchers can be used as a payment method for any purchase on our website and can be used across multiple orders
• Lost or stolen gift vouchers will not be refundable for cash or credit and cannot be exchanged. Any unused amount after the expiry date of this voucher will not be refunded or credited
• To redeem a gift voucher, simply enter the code at the checkout in the 'Gift card or discount code' section where it will be deducted from the order total. If your voucher balance is equal or greater than the order total, you can complete the payment. If your balance is less than the order total, you will be directed to choose a second payment option to complete the purchase. 
• To check the balance of your gift voucher, please get in touch at info@shifting-worlds.com

PAYMENT OPTIONS

Shifting Worlds accepts the following payment options:

• Visa
• Mastercard
• Amex
• Paypal
• Afterpay
• Zip Pay
• Apple Pay
• Shop Pay

If your billing information is incorrect or incomplete, we will contact you for confirmation before your order is processed and shipped.

SALES TAX

In Australia, all goods and services provided are subject to a standard tax rate of 10% known as GST. All of our prices are marked so that they reflect this tax accordingly.

CURRENCY

The prices displayed when browsing our website are based on the currency of your computer's global settings. If you do not have location services turned on, you will see prices displayed in AUD. All orders are processed through the checkout in AUD and you will be charged for your order with current exchange rates.

Please note that currency conversion is subject to change based on daily international currency exchange rates.

ORDER CONFIRMATION

You will receive an order confirmation email a few minutes after you place your order. Please check your junk or spam folders if it does not appear in your inbox. Please review the contents of the order and immediately notify customer service info@shifting-worlds.com of any discrepancies or errors.

ORDER STATUS

You can review the status of your order at any time from your Shifting Worlds account, under Order History.

While we endeavour to process orders on the same day they are placed, please allow up to two business days for us to process your order. A ‘Processing’ status means that your order has not yet been shipped.

You will receive a tracking number by email once your order has been shipped where you can keep up to date with the status of your shipment.

CAN YOU COMBINE MULTIPLE ORDERS?

If you have placed multiple orders a short time apart, we may be able to combine your orders together. However, after an order has been processed and shipped, we are unable to make changes such as combining with another order. 

CAN I APPLY MULTIPLE DISCOUNT CODES TO AN ORDER?

Only one discount code may be used at a time per order.

WHERE DO YOUR ORDERS SHIP FROM?

All orders are shipped from our Melbourne office using Australia Post for Australian orders and DHL Express for international orders.

DO YOU DELIVER TO PO BOXES?

Yes we do deliver to PO Boxes and Parcel Lockers. Please ensure you have provided the correct details and clearly stated your PO Box or Parcel Locker number in your address details. 

CAN YOU MAKE CHANGES TO MY ORDER AFTER IT IS PLACED?

Please get in touch with us as soon as possible if you need to make changes to your order, within an hour if possible. We are unable to make any amendments after an order has been processed and shipped. 

HOW MUCH WILL I BE CHARGED FOR IMPORT/CUSTOMS CHARGES?

Duties and charges are set by the customs office of the destination country and we are unable to estimate what they might be for your order. 

CAN YOU CHANGE THE DECLARED VALUE OR SHIP AS A 'GIFT' TO AVOID PAYING DUTIES AND CHARGES?

We are unable to amend the order value listed on the commercial invoice as we must adhere to all international import/export regulations set by customs offices. 

WHAT IF MY ORDER IS MISSING?

If your order takes more than the estimated delivery period, please get in touch at info@shifting-worlds.com and we can look into this. Should the item be deemed missing, we advise opening an investigation with the courier service. While we will assist you with filing a claim for a missing or damaged order, the replacement or refund of an order will be dependent on the resolution of the investigation with the courier service.

WHAT IF I MISS THE DELIVERY? 

All of our orders are shipped with signature required. If you have missed the delivery, please see the information below. 

Australia Post - After a failed delivery, your order will be taken to the nearest post office for collection where it will be held for 10 days after which it will be returned to the sender. Please look out for a card or message from Australia Post with information on how to collect your order. You will need proof of ID to collect.

DHL Express - After a failed delivery, a card or message will be left with info on how to arrange a re-delivery or give you the option to send to a different address. If there are two failed deliveries, your order will be held at the DHL sorting center for 5 days after which it will be returned to the sender. 

IS IT SAFE TO USE MY CREDIT CARD ON YOUR WEBSITE?

Yes, Shifting Worlds uses up-to-date SSL technology to protect your information. You can see this by viewing the small padlock icon in the URL bar. SSL stands for Secure Sockets Layer and is a standard technology used to encrypt and secure any information sent between our website and your browser. 

DO YOU STORE MY CREDIT CARD INFORMATION?

For your protection and security, we do not store any credit card information.

HOW DO I CHANGE THE PASSWORD ON MY ACCOUNT?

Please get in touch with us at info@shifting-worlds.com to reset the password on your account. You will be sent an email with instructions on resetting your password.

HOW DO I DELETE MY ACCOUNT?

Please get in touch with us at info@shifting-worlds.com to delete your account.

DO YOU OFFER REFUNDS?

Shifting Worlds does not offer refunds for change of mind purchases. We can only offer a refund if there is a fault with an item or an error on our behalf. We do offer exchanges for store credit or for another item that we have in stock. To see our full Returns and Exchanges Policy, please click here.

DO YOU PRICE MATCH ITEMS?

If you have seen the same item for a different price elsewhere, please get in touch at info@shifting-worlds.com. Shifting Worlds may price match, subject to our discretion. 

WHY AM I UNABLE TO CHECKOUT?

If you are trying to checkout and see an error message like "Your cart has been updated and the items you have added cannot be shipped to your address. Remove the items to complete your order" this means either:

- An item in your cart has gone out of stock before you were able to check out
- You are trying to check out with an Eau de Parfum product in your cart and you live internationally.

We are unable to ship Eau de Parfum products by air as they are classified as a dangerous good due to their alcohol content. We can only ship Eau de Parfum products via standard domestic road shipping. Perfume oil products however, contain only fragrance and the carrier oil and are safe to ship by air. 

ARE YOUR ITEMS AUTHENTIC?

Shifting Worlds guarantees the authenticity of every item that we sell. All merchandise is supplied directly from designers and will come with the appropriate labels and tags. Certain items may include the designers packaging or dustbags, authenticity cards etc.

HOW DO I SIGN UP FOR YOUR MAILING LIST?

At the bottom of our website, you can submit your email to sign up to our mailing list.

HOW DO I REMOVE MYSELF FROM YOUR MAILING LIST?

If you would like to unsubscribe to our newsletters, you can click 'Unsubscribe' which is linked at the bottom of every email we send. Alternatively, you can get in touch with us at info@shifting-worlds.com to be removed from the list.

I AM INTERESTED IN WORKING AT SHIFTING WORLDS, WHERE CAN I SEND MY RESUME?

For any job enquiries, please get in touch at info@shifting-worlds.com