Last updated: April 15, 2026

This Shipping & Dispute Policy (“Policy”) forms part of the Terms of Service of Circular Clothing Co. (“Circular”, “we”, “our”, or “us”). It applies to all buyers and sellers using the marketplace (the “Platform”).

It explains how orders are shipped, handled, and resolved in the event of an issue-whether fulfilled by Circular Clothing Co. directly or by independent sellers.

Circular aims to provide a seamless checkout experience across sellers, with no additional shipping charges at checkout for standard delivery.

1. Overview

Circular Clothing Co. operates as a multi-seller online marketplace connecting buyers with verified, independent sellers. Each seller manages their own listings, shipping, and returns in line with this Policy.

There are two order types on the Platform:

• Marketplace Orders - shipped directly by independent sellers.

• Circular-Fulfilled Orders - shipped by Circular Clothing Co. from our warehouse.
  

Circular facilitates payments, provides tracking tools, and mediates disputes when required but does not physically handle marketplace shipments.

2. Courier Selection

• Circular Clothing Co. uses Australia Post for warehouse-fulfilled orders.
  

• Marketplace sellers may select their own tracked courier, provided it meets equivalent delivery standards.
  

• Circular reserves the right to use alternative carriers for warehouse orders if required for timely delivery.
  

3. Marketplace Orders (Seller-Fulfilled)

3.1 Seller Shipping Responsibilities

Sellers must:

• Dispatch sold items within 3 business days of receiving payment.
  

• Use tracked shipping and upload tracking via their Seller Dashboard.
  

• Ship only to the address listed on the order.
  

• Package items securely to avoid damage in transit.
  

• Ensure item pricing reflects shipping costs where applicable, in line with Circular’s free shipping model.

• Keep proof of dispatch for 30 days.
  

Sellers who repeatedly miss deadlines or break shipping rules may face payout holds or suspension.

Delays in dispatch or failure to provide valid tracking may delay delivery confirmation and therefore delay seller payouts.

3.2 Buyer Responsibilities

Buyers must:

• Provide accurate delivery details at checkout.
  

• Review all order details before payment.
  

• Track shipments using the provided tracking number.
  

• Contact the seller first via Platform messages if an issue arises.
  

Circular is not responsible for errors caused by incorrect addresses or uncollected parcels.

3.3 Shipping Rates & Timeframes

• Standard shipping is included in the item price for all orders within Australia and New Zealand.
  
  
• Most domestic orders arrive within 5–10 business days after dispatch, depending on the courier.
  
  
• If a buyer requests an alternative shipping method (e.g. express), this may be arranged directly with the seller prior to purchase.

3.4 Multiple-Seller Orders

• Each seller ships separately (multiple parcels and tracking numbers).
  
  
• Items may arrive on different days. Tracking for all parcels is available via your account dashboard or confirmation email.
  
  
• Standard shipping is included across all sellers for Australia and New Zealand.

3.5 Lost or Damaged Parcels

A parcel is considered lost if there’s no tracking movement for 14 business days (domestic) or 21 business days (international).

If a parcel is lost or damaged:

• Sellers must provide proof of dispatch and tracking.
  

• Buyers may be eligible for a refund if tracking never confirms delivery.
  

• If tracking shows “Delivered,” buyers should contact the courier for further investigation.
  

Sellers are responsible for proper dispatch and tracking. Higher-value items should be shipped insured.

3.6 Returns & Refunds (Marketplace Orders)

Every item on Circular has a story. Since items are pre-loved, minor wear is normal - but sellers must list accurately with clear photos and honest descriptions. Buyers should review details carefully before purchasing.

All marketplace sales are final, except where the item is significantly not as described, such as:

• Receiving the wrong item.
  

• Major undisclosed defect or damage.
  

• Counterfeit or misrepresented product.
  

If a return is approved:

• The buyer must ship the item back to the seller using tracked postage within 48 hours of delivery.
  

• Refunds are processed once the seller confirms receipt or Circular verifies the issue.
  

• Refunds are issued via the original payment method (Stripe or PayPal) - no restocking fees apply.
  

Exchanges: Direct exchanges aren’t offered. Place a new order for any desired item.

International Returns:
International buyers cover all return shipping and customs fees. Circular is not liable for customs delays or import duties.

4. Circular-Fulfilled Orders (Warehouse Orders)

4.1 Order Processing

Circular Clothing Co. ships all warehouse orders directly.
Orders placed between Monday - Thursday are typically dispatched within 1 business day of purchase. Orders placed after Thursday may ship the following Monday.

Delivery times shown at checkout are estimated guides only and may vary depending on courier network, weather, or seasonal demand.

Processing times may extend during peak periods or promotional events, but we’ll always do our best to get your order moving quickly.

4.2 Shipping Methods & Delivery Times

• Standard Shipping: 3 – 7 business days (metro), 5 – 10 (regional/remote).
  

• Express Shipping: 1 – 3 business days (metro), 3 – 5 (regional/remote).
  

• International shipping: 5 – 20 business days depending on courier.
  All shipments include tracking via Australia Post or equivalent.
  

4.3 Shipping Rates

Rates are fixed and displayed at checkout. Circular does not profit from postage fees.

4.4 Tracking & Missed Deliveries

If no one is available at delivery, the courier may leave a card with pickup/redelivery instructions. Buyers must collect or reschedule within the carrier’s timeframe.

4.5 Incorrect Shipping Information

Buyers must ensure addresses are correct at checkout.

• For marketplace orders, message the seller immediately before dispatch.
  

• For warehouse orders, contact hello@circularclothingco.com.au as soon as possible.
  Neither Circular nor sellers are liable for delays due to incorrect addresses.
  
  

4.6 Lost or Damaged Packages (Warehouse Orders)

If your warehouse order is lost or arrives damaged, contact hello@circularclothingco.com.au within 48 hours of delivery.
Include your order number, photos of the item and packaging, and a short description. Circular will liaise with the courier to investigate and resolve the issue quickly.

5. Dispute Resolution (All Orders)

5.1 Step 1 - Direct Resolution

Buyers should first contact the seller (for marketplace orders) or Circular (for warehouse orders) to resolve the issue, providing any tracking, photos, or message history.

5.2 Step 2 - Escalation to Circular

If no resolution is reached within 5 business days, buyers may escalate via the Help Centre. Circular will review all available information and make a determination.

5.3 Step 3 - Decision & Refund

Circular’s decision is final to maintain marketplace integrity.
Refunds are processed via the original payment method.
Seller payouts may be paused or reversed if a refund is approved.

5.4 Payout Timing (Marketplace Orders)

For marketplace orders, seller payouts are released after the order is successfully completed.

An order is considered complete once:

• The courier has marked the parcel as Delivered, and
• The applicable dispute window has passed, with no active issues raised

Payouts are typically released 5 days after confirmed delivery, provided there are no disputes, returns, fraud checks, or policy concerns attached to the order.

If an issue is raised during this period, payouts may be delayed until the matter is resolved.

In some cases, payout timing may vary depending on the payment method or provider used. Where automated payouts are not available, payouts may be processed manually and may take longer.

6. Handling Errors or Problems

If an item is incorrectly listed or there’s another issue with your order, we’ll make it right.

• For marketplace orders, contact the seller directly through the Platform within 48 hours of delivery.
  

• For warehouse orders, email hello@circularclothingco.com.au as soon as possible. We’ll review the situation and, where appropriate, offer a replacement (subject to availability) or a full refund.
  

7. Refund Process

Once a return or dispute is approved, refunds are issued through the original payment method used at checkout (Stripe or PayPal). No restocking fees or deductions apply to marketplace orders.

8. Contact Us

If you have questions or feedback about this Policy, reach us anytime at hello@circularclothingco.com.au. We value your input and may use it to improve the Circular experience.