Delivery & Return Policy

Shipping and Delivery Information

Shipping Costs (Australia)

At SOXLOX, we're proud to offer the following shipping benefits for all Australian orders:

Order Value(AUD)	Shipping Type	Cost(AUD)	Applicable Areas
Over $60	Standard Shipping	Free	All of Australia
Below $60	Standard Shipping	$9,95	All of Australia
	Express Shipping	$14.95	All of Australia

International Shipping (New Zealand)

New Zealand customers enjoy the following shipping options:
•    Free Shipping: For all orders over NZD $99.
•    Shipping Fees (All costs in New Zealand Dollars - NZD):
-    Orders under NZD $50: NZD $14.95
-    Orders between NZD $50 and NZD $99: NZD $9.95
•    Processing Time: All New Zealand orders are processed and dispatched from our warehouse within 1 to 2 business days.

Return & Refund Policy (Australia only)

We want you to love your purchase! If something isn't right, here is how we can help you with a return:

Change of mind

• 7-Day Notification: Please contact our support team within 7 days of receiving your delivery to initiate a change-of-mind return.
• 30-Day Return Window: For change-of-mind returns, we must receive your item back at our facility within 30 days of your original delivery date.
• Free Returns: Return shipping is on us! We will provide you with a pre-paid shipping label.
• Item Condition (Change of Mind): To qualify for a change-of-mind refund, items must be unworn and in their original packaging with tags intact. If you purchased multiple quantities of the same item, only 1 item may be opened to try on/test. The remaining items must be unopened to qualify for a change-of-mind refund.
• No Direct Exchanges: We do not offer direct exchanges. If you need a different colour or style, simply return your original item for a refund and place a new order at your convenience.
• How to start: To initiate your change-of-mind return and receive your free shipping label, please email us at online@soxnlox.com with your order number.
• Refund Processing: Once we receive and inspect your return, please allow 3–5 business days for your refund to be processed back to your original payment method.

*Please note: For change-of-mind returns, it is your responsibility to return the items securely back to us.

To qualify for a change-of-mind refund, returned items must be received within 30 days of the original delivery date and meet the criteria outlined above. (These restrictions do not apply to items that arrive faulty or incorrect).

 

Made a mistake on your order?

We try to process all orders received by 12pm on the same day! If you made a mistake on your order, please contact us immediately so we can edit your order prior to dispatch. Once your order has been dispatched, we cannot amend the order.

 

Faulty items / Incorrect items received?

Your rights under the Australian Consumer Law are fully protected. If a wrong item arrives, or it's damaged, or develops a manufacturing fault, you are entitled to a remedy.

• To help us assist you as quickly as possible, please contact us via email: Contact us at online@soxnlox.com. To help us resolve this quickly, please provide your order number (or alternative proof of purchase) and a photo of the items that are defective or incorrectly received.
• Free Returns: Return shipping is completely on us! We will provide you with a pre-paid shipping label.
• Your Choice of Remedy: If an item has a defect or is incorrect, you are entitled to your choice of a full refund back to your original payment method, or a replacement.
• Swift Replacements: If you choose a replacement, we will dispatch your new order at the earliest possible opportunity. You will receive a new tracking email the moment your exchange leaves our facility. 

The Fine Print & Timelines

• Hygiene & Sealed Items: For health and hygiene reasons, items sealed for hygiene purposes can only be returned for a change-of-mind if the seal is completely intact. (This restriction does not apply if the product inside is found to be faulty).
• Policy Adherence: For change-of-mind returns, we reserve the right to refuse a return if our policy criteria have not been met. This does not limit or affect your statutory rights under the Australian Consumer Law if a product is faulty or incorrectly described.
• How long does it take?:  Returns typically take 2–5 business days to reach our warehouse. Once received, your request will be processed within 1–3 business days. For refunds, please note that your financial institution may need an extra 3–5 business days to clear the funds back into your account.

 

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INTERNATIONAL RETURN & REFUND POLICY (U.S. and Worldwide)

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Please read this section carefully, as terms for international orders differ from domestic (Australian) sales.

1. Return Eligibility & Conditions
The 30-day window, unworn condition, original tags, and hygiene notes (Section 1) all apply to international returns. You must also include proof of purchase.

2. Shipping Costs by Return Reason    

Reason for Return	Who Covers Return Shipping Cost?	Refund/Action
Simple Dissatisfaction (Change of Mind)	Customer Responsibility. The customer pays for all return shipping fees back to our Australian warehouse.	Full refund for merchandise only (original shipping cost is non-refundable).
Faulty Item or Wrong Item Received (Our Error)	We Will Reimburse. Please contact us immediately before shipping. We will advise on the most economical tracked shipping method and reimburse the cost once the item is verified as faulty or incorrect.	Full refund, replacement, or store credit, including original shipping cost.

3. International Exchanges

We do not offer direct exchanges for international orders due to varying shipping costs and timelines. If you require a different size or style, please initiate a return for a full refund and place a new order for the desired item.

4. Duties, Taxes, and Non-Refundable Charges

Import Fees: The customer is solely responsible for any customs duties, import taxes, or brokerage fees levied by the destination country (e.g., the U.S. or Canada) upon delivery. These fees are not included in our pricing.

Non-Refundable Costs: If you return an item for a refund, please note that the original shipping cost and any duties/taxes paid upon import are non-refundable. The refund will cover the returned merchandise cost only.

5. Initiating an International Return

Please email us at (online@soxnlox.com) with your order number, the item(s) you wish to return, and the reason for the return.

We will respond with the Australian return address and the next steps.