WHAT CAN I EXPECT AFTER I ORDER?

After completing your purchase, you’ll receive a confirmation email. You’ll receive another with shipping and tracking details when its left our warehouse. If you don’t receive it, check your junk email folder and/or email us to have it re-sent. For all other tracking details, please login to your account and select ‘My Orders’.

WHAT IF I DON’T RECEIVE MY ORDER?

If you haven't received your order after receiving your tracking confirmation, contact us and we’ll get it resolved for you. 

WHAT DO THE DIFFERENT ORDER STATUSES MEAN IN MY ACCOUNT?

Processing – We have received your order and your payment was made successfully.
Released – Your order has been released by admin and is in the hands of our logistics crew who are packing your gear.
On Hold – This generally happens when you make payment via Paypal and choose your bank account as the source of funds. Paypal often takes 2-3 business days to clear the funds. As soon as this occurs, your order will automatically update to processing and everything returns to normal.
Complete – Your order has been shipped from our warehouse and is on its way to you.
Pending or Cancelled – Your order has not been processed and we have not received payment.

I’VE ORDERED, BUT STUFFED SOMETHING UP AND MY ORDER HASN’T SHIPPED YET. CAN YOU HELP ME OUT?

If you wish to amend or cancel your order after payment has been processed, please contact us online immediately.

AUSTRALIA

Standard Shipping — $12.95 AUD

Free standard shipping on orders of $200 AUD or more.

Express Shipping — $19.95 AUD

All Australian orders are shipped via Australia Post.

NEW ZEALAND

Standard International Shipping — $24.95

Estimated delivery: 4–6 business days.

USA & CANADA

International Shipping — $25 USD

Estimated delivery: 5–12 business days.

UK & EUROPE

International Shipping — $25 USD

Estimated delivery: 7–12 business days.

REST OF WORLD

International Shipping — $25 USD for eligible destinations.

Estimated delivery: 7–12 business days.

Shipping availability and final rates are confirmed at checkout.

Shipping times & tracking

Orders are dispatched from our warehouse in Ballina, NSW, Australia.

We aim to process and dispatch orders within three business days of receiving your order.

Australian Standard Shipping: 3–5 business days.

Australian Express Shipping: 1–2 business days.

International Shipping: 4–12 business days depending on your destination.

Delivery estimates are guidelines only and may vary depending on your location, customs processing and carrier delays.

Once your order has been dispatched, you'll receive a shipping confirmation email with tracking information so you can follow your order.

As a general rule, we aim to have your order processed and out the door within three business days of receiving your order.

Please note the tables below are guidelines only.

Aus Standard Shipping

Metro  - 2 to 7 business days

Regional - 3 to 9 business days

Aus Express Shipping

Metro - 1 to 3 business days

Regional - 1 to 4 business days

DHL International Shipping

Metro - 2 to 7 business days

Regional - 3 to 9 business days

CAN I TRACK MY ORDER?

Once we ship your order, you will receive an email providing you with shipment details including the date of shipment and any tracking details. If you wish to enquire about whether your order has been shipped, please log into your account and go to ‘my orders’. 

All tracking information will be stored here.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Paypal and Credit Card, including VISA & MasterCard. Credit card payments are processed via Braintree and have the highest standard of data encryption and PCI compliance.

BUY NOW PAY LATER? 

This is our current lineup:

AFTERPAY - Australian & NZ Customers Only.

PAYPAL- Australian & NZ Customers Only

ZIP PAY- Australian & NZ Customers Only.

SEZZLE - US & Canadian Customers Only.

WHAT CURRENCIES CAN I PAY IN?

Barney Cools is a product of the salty beaches of Sydney Australia with offices in LA and New York. Depending on where you are in the world, you may be charged Australian Dollars or US Dollars. Your currency will be displayed before the price.

ARE THERE ANY DUTY CHARGES THAT I’LL BE STUNG WITH?

We estimate import duty charges on check-out so you don’t have to pay any additional charges to receive your order. Most countries won’t be charged any duty.

I’M PRETTY SURE SOMEONE’S AFTER ME. IS ONLINE ORDERING WITH BARNEY COOLS SECURE?

When purchasing from Barney Cools your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is the current industry standard.

Ensure to read the care instruction label on each garment. For best results and in most occasions, we recommend hand washing or gentle machine washing in luke warm water and hanging to air dry. Wash with similar colours and avoid bleaches.

Don’t wash jackets or leather items, they should be professionally cleaned.

If in doubt, ask us first – or – ask your mum, she knows best…

FULL PRICED RETURNS POLICY

All returns will be issued a Store Credit. BARNEY COOLS will only provide you with a full refund of the product you purchased from us online if the product: - Is deemed faulty, not of acceptable quality, or unsafe; or - Does not match descriptions made on the site, or given to you by any BARNEY COOLS representative.

In both return cases, you must send us back your purchased items with tags still in-tact before being issued either an online exchange code or refund back to the original form of payment. In both instances, you must return goods within 30 days of purchase. If you’ve already worn it and then noticed that somethings not quite right with it, email us at customerservice@b-cools.com with photos and we’ll have a look at it.

DO YOU ACCEPT RETURNS ON SALE ITEMS?

Returns or exchanges are only available on sale items if they are faulty or damaged, including items within our Black Friday and Cyber Monday promotions.

WHAT ABOUT UNDERWEAR?

Underwear cannot be returned or exchanged unless they're deemed to be faulty. This for hygienic reasons, you wouldn't want to borrow your dodgy Uncle Steve's undies, would you?

WHAT IS THE RETURNS PROCEDURE?

Not digging it on you, or after a different size? Barney Cools offers free returns for our US and AUS customers via our US HQ or Sydney HQ. Products must be unworn, unwashed and with tags attached and when it arrives, our crew will sort you out with a store credit. Rest of world customers will need to cover their own freight.

Submit your return request here and we’ll get back to asap with the next steps.

Store Credit codes are issued for all return requests, unless your item/s are faulty/damaged or different to online imagery. Your code will be valued at the purchase price you paid in your order for the item that you have returned – unless otherwise specified by a customer service rep.