FAQ's

Can I receive a refund if I change my mind?

Yes we offer either a full refund or exchange within 7 days of the item being delivered to you excluding any shipping charges incurred on the original purchase.  If Paypal is your payment method then you may be entitled to have your return shipping reimbursed by Paypal directly.

https://www.paypal.com/au/webapps/mpp/returns

However, we do not accept the return of products under our change of mind policy that are:

1. Sale or marked down items

2. Thermals, Face Masks, Neck Warmers, Goggles, Gloves, Balaclava due to Covid-19 safety 

Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase.

How do I return an item to you?

If you are within 7 days of purchase and you decide you want to return the item to us, please contact us either via email – shop@snowscene.com.au or phone 07 3112 5811.  We will provide you with our return shipping address and we ask that you email us with the tracking number of the returned item.  Please note that the item must be unworn and in the original packaging for a refund or exchange to be processed.  If it has been worn or the packaging has been damaged please do not return the item as we will not accept it. 

Do you provide tracking?

Yes we do for all orders.  We use either Couriers Please or Australia Post for all of our orders.  Once your order has been shipped your tracking number and carrier will be provided so you can keep up to date with the progress of delivery.

My item is faulty, what do I do?

We are sorry to hear this and we want to resolve this as quickly as possible.  If you receive your order and you believe the item is faulty please contact us straight away via email – shop@snowscene.com.au or phone 07 3112 5811. 

If you purchased an item from Snowscene within the 12mth warranty period and you believe there is a fault with the item we will ask you to send us photos of the item and the damage.  In the best cases our suppliers can issue repairs or replacements just based off the photos.  If it’s not clear from the photos that it is a manufacturing fault, the supplier may request that you send the item to them directly to be reviewed.  In all cases we will work with you through the full process and do our best to ensure that you are 100% satisfied with the outcome.

Can I change/cancel items on my order?

We pride ourselves on a quick turnaround on all online orders.  However, if you were to contact us by phone on 07 3112 5811 within a quick timeframe from purchase we will do out best to cancel or change your order before shipping it.

What payment options do you offer?

We take a variety of payment methods including all major credit cards including AMEX with no fee.  Paypal, Afterpay and Zip Pay.

What is the cost of shipping?

We offer free standard shipping on all orders over $100.  However, if need the item quickly we would recommend upgrading to Express shipping for a flat fee of $15 for the quickest delivery times available.

Do you ship internationally?

Yes we do.  We offer free shipping for any order over $500 or a flat fee of $50 for all other orders.  However due to the Covid crisis there have been some delays in delivery times.  It is taking 2-4 weeks longer than normal shipping times to deliver into some destinations.

Are you an Australian registered business & do you have a physical location?

Yes we are a registered Australian business.  We are proudly Australian and family owned.  We have a physical bricks and mortar store located at 743 Stanley St, Woolloongabba Qld 4102.

Do you have car parking for customers?

Yes we do.  It is located directly next to our store.  There is a bikeway that you will need to cross in order to access our carpark but if you miss the entry point please note that there is plenty of street parking available as well. 

Can I back order products that are out of stock?

In some cases we might be able to re-order a product that is out of stock for you.  Please contact us via email – shop@snowscene.com.au or phone 07 3112 5811 detailing  the product, size and colour you would like to purchase and we can contact our supplier to confirm if the stock is available.  If it is available we would need to take payment up front before we could order the item in.

Do you price match?

Yes we do price match.  If you find a lower priced, identical stocked item that’s in stock with a competitor within Australia we will match the price.  If there is additional shipping charges then this will be added to the price match.