Help & FAQ.
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.
HOW MUCH DOES SHIPPING COST?
Standard shipping is available on all orders over $125, for orders below this there's a $12 fee.
Express shipping is available to be added to any order for $15.
All orders are shipped with Aus Post.
Premium DHL Express shipping is free on all orders over $200 AUD, and $20 AUD for orders less than $200 AUD. All orders are shipped with track & trace service.
Premium DHL Express shipping is free on all orders over $249 USD, and $25 USD for small orders less than $249 USD. All orders are shipped with track & trace service.
UK & EUROPE
Premium DHL Express shipping is free on all orders over $249 USD, and $50 USD for small orders less than $249 USD. All orders are shipped with track & trace service.
REST OF WORLD
Premium DHL Express shipping is free on all orders over $349 AUD, and $35 AUD for small orders less than $349 AUD. All orders are shipped with track & trace service.
WHERE DO YOU SHIP?
We ship everywhere except: Russia, Malaysia, Taiwan, Afghanistan, Albania, Angola, Anguilla, Antigua & Barbuda, Armenia, Aruba, Azerbaijan, Bahamas, Barbados, Belarus, Benin, Bermuda, Bhutan, Botswana, Burkina Faso, Burundi, Cape Verde, Central African Republic, Chad, Comoros, Congo - Brazzaville, Congo - Kinshasa, Djibouti, Dominica, Egypt, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Falkland Islands, Gabon, Gambia, Ghana, Grenada, Guinea, Guinea-Bissau, Haiti, Iraq, Jamaica, Jordan, Kazakhstan, Kenya, Kyrgyzstan, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Maldives, Mali, Martinique, Mauritania, Mauritius, Mongolia, Montserrat, Morocco, Mozambique, Namibia, Niger, Nigeria, Cameroon, Rwanda, St. Kitts & Nevis, St. Lucia, Senegal, Seychelles, Sierra Leone, Sint Maarten, Somalia, South Korea, South Sudan, St. Vincent & Grenadines, Sudan, Tajikistan, Tanzania, Timor-Leste, Togo, Trinidad & Tobago, Tunisia, Turkmenistan, Turks & Caicos Islands, Uganda, Uzbekistan, British Virgin Islands, Yemen, Zambia, Zimbabwe, Algeria, Brazil, Côte d’Ivoire, North Macedonia, St. Helena, São Tomé & Príncipe, South Africa, Western Sahara, Ascension Island, Argentina, Bahrain, Bangladesh, Belize, Bolivia, Brunei, Cambodia, Chile, Colombia, Cook Islands, Costa Rica, El Salvador, French Guiana, Guatemala, Honduras, Israel, Kiribati, Kuwait, Myanmar (Burma), Nauru, Nepal, New Caledonia, Niue, Oman, Pakistan, Panama, Paraguay, Peru, Qatar, Samoa, Saudi Arabia, Solomon Islands, Sri Lanka, Tonga, Tuvalu, Uruguay, Vanuatu & Venezuela.
SHIPPING TIMES & TRACKING
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, as guaranteed delivery times have been temporarily suspended.
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.
PAYMENT METHODS & DUTIES FAQ
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…
RETURNS & REFUND POLICY
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 email@example.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.
Only one bundle discount can be applied to any item.
Coupon codes and Loyalty Points cannot be used in conjunction with any orders containing a bundle.
Bundle offers are subject to change and may end at any given time without notice.
A partial return from a bundle offer for a refund or store credit will remove the original bundle offer discount and the full price of the kept item(s) will be applied, with the final refund amount adjusted to match.
COOLS COINS FAQ
- All loyalty discount codes are issued in AUD pricing. BARNEY COOLS is not liable to refund exchange rate conversions for orders not processed in AUD.
- Account inactivity of 1+ years will result in the automatic expiration of loyalty points, if this occurs with your account reach out to our service team to reinstate previous point balance.
- Loyalty discount codes cannot be used in conjunction with any other promotional codes, bundle discounts or offers.