Shop Fortune Customer Care
How can I provide feedback about a product?
We love hearing from our happy, fortunate customers and sharing the positive feedback with our team. We want to hear all about how your costume made your night! To help spread the word, you can leave a review. We will send you an email asking for you to review our product, once received, let us know what you loved, and also what you didn’t love so much!. Sharing your experience will help other shoppers decide whether a style is right for them.
We are very confident that our high standards and quality will ensure that you are completely satisfied and hopefully thrilled with our products and service so that you will come back again and again.
I need to change/cancel items on my order
If you wish to cancel items of the order you placed we can try organise this for you up until the point that the order has been picked and packed. Please call us immediately once you have realised you have made a mistake! If we cannot cancel the item of the order for you please return it back to us via our returns process. Read more about our returns process HERE
If I place my order now, when will I receive it?
Standard delivery in Australia will occur within 2-6 business days*. Express delivery (within Australia) is usually delivered the next day if orders are received before 3pm Brisbane time, more remote locations or areas not within Australia Post's overnight delivery network, will take up to 3 business days for delivery. You can check the status of your order by clicking into the "Order Tracking" section via the link on the top menu navigation bar. Here you will be able to see the status of your payment and the date we shipped your order as well as a tracking number if you selected Express Post.
My order never arrived, now what?
Where art thou, parcel? Wondering where your parcel is? It’s very unusual for parcels to go missing, but if yours doesn’t arrive within our delivery time guide, please reach out to us at firstname.lastname@example.org with your order number or delivery address and we’ll do everything we can to ensure your parcel reaches you as quickly as possible to get that costume delivered before that special party!
My order arrived, but I've received the wrong order/missing item
Your parcel has arrived! Yay! BUT you’ve got the wrong item, a missing item or something’s faulty… No!!! We’re so, so sorry for our mistake. Please let us know straight away by emailing us at email@example.com with your order number (which you’ll find on your order confirmation email) or delivery address and we’ll make things right for you.
We’ll do everything we can to fix any issues as soon as possible, so the sooner you let us know, the quicker we can get to the bottom of it. To help us solve the problem, please include as many details as you can about your order and the problem you’re having – we’ll get on the case right away!
I’ve entered the wrong shipping address, how can I change it?
Its ok, sometimes we’ve got too much going on, and our brain gets confused too! Once an order has been placed in our system you cannot change the address under your account.
However, the fortunate news is that there is a small window from the time you place the order to the point it is ready to be shipped out that we can try and update the address for you.
The fastest and best way to update an address on your order is by chatting us via Live Chat, or if you prefer you can give us a call and we'll do our best to help you out. We’re available by phone or chat weekdays from 9 a.m. - 4 p.m EST.
Call us on 0450 188003
Do you ship Internationally?
Yes! We ship to New Zealand with a flat rate postage of $19 and other countries with a flat rate postage of $29
What is your shipping policy?
We provide a wide range of shipping methods for our customers all over Australia and New Zealand.
You can find information about delivery time and cost by visiting our Shipping Information Page. Keep in mind that we cannot guarantee delivery at a certain time due to circumstances beyond our control as per our terms and conditions.
We do offer free shipping for orders over $99 (excluding express delivery services).
Returns & Refunds
What do I do if I am not happy with my item?
We're so sorry to hear that you might not be happy with the item you received. We understand that online shopping can be tricky as you cannot physically feel or see the item prior to purchase. You can always return the item back to us if you're not happy with the quality as long as the item is unworn, unused, tags still attached and within the 45 days of purchase. Read our full refund policy HERE
How do I return an item?
Returning your SHOP FORTUNE order is super easy and convenient regardless of where you are returning from.
Click here to read more about returns and exchanges and what to do to complete a return label. We ask that you please try and reuse the SHOP FORTUNE packaging, or similar packaging that you have access to send your return back to us.
I am getting impatient, how long do returns take?
We will always keep you updated about your returns journey back to us. Once your item has been received at our head office we will send you an email to advise on when we will be processing your refund, or exchanging your item. If you are waiting for a refund, our refunds department processes refunds, ONCE WEEKLY on a Friday. The entire returns process may take up to 15 business days depending on where you are sending your return back from.
How will I receive my refund?
At this time, refunds can only be issued in the same manner in which they were paid. If you paid with a credit card or paypal, you will receive the refund to your original form of payment, or you can choose for a store credit. If paid with After Pay, refunds must adhere to AFTERPAYS terms and conditions. We notify afterpay of the amounts to be refunded which is then processed on their end. The refund amounts are taken off the last payment/s first. If at least one payment has been made in relation to your purchase, and the refunded amount is greater than the amount outstanding, the difference between these amounts will be refunded to the credit/debit card that you used to place the order. The bank may take 3-5 business days to refund the money to your card. We will always let you know once your refund has been processed via email to the email address you have connected to your order.
Promotions are not in conjunction with any other offer and not valid when purchasing gift vouchers. Shop Fortune reserves the right to request identification in order to confirm identify of redeemer. Any discount offered via SMS, Email, Post or given in person are subject to conditions. Discount offerings are not to be used in conjunction with any other offer. Promo codes are one use per customer and some exclusions may apply.
VIEW OUR CURRENT PROMO CODES HERE:
SPOOK20 - Valid from 5 pm AEST 24 OCT 2022 until 5 pm 25 OCT 2022. Discount Code SPOOK20 required. Discounts for a limited time only. Not valid in conjunction with any other offer. No free shipping. No transfers. No rainchecks. No further discount codes allowed, any order founds using additional codes will be cancelled without notice. Discount/promotion cannot be applied after the order is confirmed, paid, or processing.
Can I use more than one discount code at a time?
No, sorry! Although it would be nice…. But our system only accepts one discount code at a time and will default to the last discount code entered. Discount codes cannot be combined.
The website says Discount Code Invalid. Is it me? What do i do?
You should be able to enter your code in the "Enter Discount Code" box, and click the “Apply” button. Your new subtotal should reflect the discount code right away!
Our discount codes are case-sensitive, so we recommend copying and pasting your unique code into the discount code box to ensure accuracy.
We have to admit though, sometimes it’s us and we’re guilty for issues with discount codes!
If you’ve tried everything suggested on this page, and your code is still not working, please reach out to our customer service team by calling 0450 188 003 or on live chat between 9am - 4pm EST Monday - Friday. Please email firstname.lastname@example.org after hours and we will address your email urgently!
Still need some help?
We’re available by phone or chat weekdays from 9 a.m. - 4 p.m. EST Monday - Friday. Please send us an email during after hours.