Shipping & Returns
Shipping & Delivery
All orders are dispatched from our partner warehouse within 2 business days of purchase. Orders placed on weekends or public holidays are processed the next business day.
Domestic Shipping
- Standard (3–5 business days): $10.99. Free on orders of $200 or more.
- Express (1–2 business days): $14.99. $8.99 on orders of $200 or more.
Delivery times are estimates and begin from the dispatch date.
International Shipping
We ship internationally for a flat rate of $30.00 (AUD). International orders may be subject to import duties and taxes, which are the customer’s responsibility.
Tracking
You’ll receive an email with tracking details once your order has been dispatched.
Merchandise Returns & Exchanges Policy
Change of mind:
We don't accept returns for change of mind, such as no longer wanting an item or ordering the wrong item or colour. If the fit isn't right, you may be able to exchange for a different size (see Size exchanges).
Which items can be returned online:
Our online Returns Portal handles merchandise products only. Merchandise can be exchanged or returned through the portal, subject to the conditions below.
Memberships and hospitality packages can't be processed through the Returns Portal. For support, please contact:
- Memberships: membership@dolphinsnrl.com.au
- Hospitality: hospitality@dolphinsnrl.com.au
Size exchanges
You can exchange a product for the same item in a different size or variant within 30 days of your order being dispatched. Items must be:
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unworn and unwashed
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in their original condition, with all tags attached
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in their original packaging
Please note:
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Sale, clearance and personalised items (for example jerseys with a custom name or number) can't be exchanged. Items bought with a Member and other select discount codes are still eligible.
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Exchanges are for the same product only. For a different product, please place a new order.
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If the size you want is out of stock, it can't be selected in the portal. Choose another available size, or contact us.
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Exchange costs: you pay for the return shipping label and the postage to send your new size. These are shown and charged when you lodge your exchange.
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Your new item is sent once your return has been received and inspected. Items that don't meet these conditions may be rejected and sent back to you at your cost.
Faulty, damaged or incorrect items:
If your product arrives damaged, has a fault, or isn't what you ordered, lodge a claim in the Returns Portal within 6 months of your order being dispatched. Please include:
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photos of the item and the fault
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a description of the problem
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for damage in transit, a photo of the parcel and packaging
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for a wrong item, a photo of the item's label
Our team will review your claim. If approved, we'll send you a free return label. Once the item is assessed, you can choose a refund to your original payment method or a free replacement of the same item.
If your claim is outside 6 months, or the portal won't let you lodge it, email merchandise@dolphinsnrl.com.au with your proof of purchase and photos.
Major and minor faults
A major fault is when the item:
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has a problem that would have stopped you buying it if you'd known about it
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is unsafe
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is significantly different from the sample or description
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doesn't do what we said it would, and can't easily be fixed
If your item has a major fault, you'll be refunded in full. If the fault isn't major, we'll repair it within a reasonable time; if we can't, you can choose a refund or a replacement. We may ask you to send the item back for assessment.
Our goods come with guarantees that can't be excluded under the Australian Consumer Law, and nothing in this policy limits those rights. More information: ACCC – repair, replace, refund.
How to start a return or exchange:
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Go to our Returns Portal.
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Enter your order number and email address.
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Select the item, your reason, and what you'd like: exchange, refund or replacement.
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Upload photos if asked, and confirm the return conditions.
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Print your return label and drop your parcel off with the carrier.
We'll email you updates as your return moves through each stage.
Gifts:
Exchanges and returns must be requested by the original purchaser, using their order details.