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We’re Here to Make It Seamless.

Frequently asked questions

Whether you’re shopping online or visiting us in-store, our team is here to ensure your experience is effortless. Explore our FAQs below or get in touch for personalised support.

Returns & Exchanges

Can I return my item if I change my mind?

We offer a full refund or exchange within 14 days of delivery on full-priced items, provided the item is unworn and in original condition and packaging. Sale or marked-down items are not eligible for change-of-mind returns.

This policy is in addition to your rights under Australian Consumer Law.

How do I return an item?

Please email shop@snowscene.com.au or call (07) 3112 5811 within 14 days of receiving your order.

We’ll provide the return address and ask you to share tracking details once shipped. Items must be returned unworn and in original packaging.

What should I do if my item is faulty?

Contact us immediately via email or phone. If your purchase is within the 12-month warranty period, we may request photos to assess the fault.

If needed, we’ll liaise with the supplier to coordinate a repair or replacement. We’re here to support you through the full process.

Shipping & Delivery

How much does shipping cost?

We offer free express shipping on all orders over $299.

Orders under $299 incur a $10 flat express shipping fee.

Do you offer tracking for orders?

Yes. Once your order is dispatched, you’ll receive tracking information so you can follow its progress.

Do you ship internationally?

Yes. We ship via express service to:

New Zealand: $25 AUD

Rest of the world: $35 AUD

Orders & Payments

Can I change or cancel my order?

If you need to make changes, please call (07) 3112 5811 as soon as possible.

While we can’t guarantee changes after purchase, we’ll do our best to assist before your order is shipped.

Can I order items that are out of stock?

In some cases, yes. Contact us with the item name, size, and colour and we’ll check availability with our supplier. Prepayment is required to proceed with a special order.

What payment options do you accept?

We accept all major credit cards (including AMEX, with no surcharge), PayPal, Afterpay, and Zip Pay.

Do you offer price matching?

Yes. If you find an identical in-stock item at a lower price with another Australian retailer, we’ll match it. Shipping costs (if any) will be factored into the price match.

Product & Store Information

Is Snowscene an Australian business, and do you have a store?

Yes. Snowscene is a family-owned, Australian business with over 40 years of experience. Visit our flagship store at: South City Square, Building 3, Shop 3/148 Logan Rd, Woolloongabba

Do you have customer parking?

Yes. We are located in the vibrant South City Square complex. Undercover parking is available on site and is free up to 3 hours.

Do you offer in-store fittings or styling advice?

Yes. Our team offers personalised fittings and styling support in-store. Our Goggle Bar provides expert helmet and goggle fittings.

Visit our store page to find out more and book a personal shopping appointment

How do I know which size to order?

Refer to the size guide on each product page. For personalised sizing advice, contact us via email or phone and we’ll be happy to assist.

Can I purchase a gift card?

Yes. Gift cards are available online and in-store and can be redeemed toward any Snowscene product or service.