SHIPPING & RETURNS
At Cape York Merch, we’re a small, family-owned business operating remotely from Cape York. Due to our unique location, shipping times and returns work a little differently, so please read our policies carefully before placing an order.
SHIPPING POLICY
1. Processing & Delivery Times
1.1 We aim to process and ship orders as quickly as possible, but due to our remote location, shipping times may be longer than standard. All post travel via barge back to Cairns. Please allow an extra 1-2 weeks on normal shipping items.
1.2 During the wet season, rising creeks and weather conditions can affect logistics, so please allow an additional time for shipping notifications beyond standard timeframes.
1.3 We use third-party postal and courier services. Once your order has left our hands, delays or issues with delivery are beyond our control.
2. Shipping Costs & Responsibility
2.1 Shipping costs are calculated at checkout based on package weight & size.
2.2 Customers are responsible for providing accurate shipping details. Cape York Merch is not liable for lost or delayed orders due to incorrect addresses.
2.3 If a parcel is returned to us due to an incorrect address or failure to collect, the customer will be responsible for covering the cost of re-shipping.
3. Overseas Shipping
3.1 We currently do not ship outside of Australia.
4. Lost or delayed parcels
4.1 Once your order has been dispatched, Cape York Merch is not responsible for lost, stolen, or delayed parcels caused by Australia Post or any third-party courier. If your parcel has not arrived within the expected timeframe, we recommend contacting Australia Post directly with your tracking number. 4.2 All orders include free tracking with Australia Post, so you can monitor your parcel’s progress.
4.3 Cape York Merch cannot offer refunds or replacements for lost parcels unless the shipping provider accepts liability.
RETURN & EXCHANGE POLICY
We want you to love your Cape York Merch! However, if something isn’t quite right, here’s how we handle returns and exchanges.
1. Change of Mind Returns
1.1 If you change your mind or the product isn’t what you expected, you can return it within 7 days of receiving your order.
1.2 Items must be in original, unworn condition with tags attached (where applicable) and no marks, stains, or signs of wear.
1.3 Return shipping costs are the customer’s responsibility. We recommend using a tracked service, as we are not responsible for lost return parcels.
1.4 Please contact us directly within 7 days to confirm your return before posting back.
2. Faulty or Incorrect Items
2.1 If you receive an incorrect or faulty item, please email us at frontdesk@capeyorkcamping.com.au within 7 days of receiving your order with photos and a description of the issue.
2.2 If a product is deemed faulty or incorrect, we will arrange a replacement, refund, or store credit.
2.3 In some cases, we may ask you to return the item before a resolution is provided.
3. Refunds & Store Credits
3.1 Refunds (if applicable) will be processed to the original payment method once we receive and inspect the returned item.
3.2 Store credits may be offered instead of refunds, depending on the situation.
3.3 Shipping costs are non-refundable, except in cases where we have made an error or the item is deemed faulty.
Other Important Info
- Cape York Merch is a retain extension of Cape York Camping Punsand Bay. We are an online & on-site retail store offering a range of branded apparel, merchandise and souvenirs.
- We are a family owned & operated business, and while we strive for top-notch service, we appreciate your patience with shipping and returns as our post office does sometimes run on island time & our freight services are limited.
- We do not accept returns or refunds on sale or clearance items unless faulty.
- We reserve the right to decline a return if the item does not meet our return criteria.
