We ship out from our warehouse in Melbourne, Australia - right around the globe!

We ship orders out every business day, Monday - Friday. We do not ship out on weekends or public holidays, however can arrange Uber same-day couriers on these days, if your parcel is urgent.

We are not liable for any delays due to the postal services. 

During peak periods there may be delays due to postal services being in high demand. The timelines below are to be used as a guide & may differ if postal services are under pressure. This applies to periods such as  EOFY Sales, Black Friday or the Christmas rush. As a small team we always try our best to get your orders out as quickly as possible, but occasional delays can happen during these busy times. Be sure to select Express Shipping if you require your items within a tight timeframe. Shipments to WA and rural locations may require additional time to arrive - please keep this in mind when selecting regular shipping - we would suggest using express shipping if you are needing your items with priority. 

Bulky Items Shipping

Some items incur higher shipping rates due to their size, weight, or packaging requirements. This can include shoes, faux fur jackets, and other larger statement pieces. Any applicable Bulky Item Shipping costs will be clearly shown at checkout and may not be eligible for free shipping offers.

We offer FREE REGULAR SHIPPING for Aussie orders over $129 AUD. 

NEXT DAY* EXPRESS SHIPPING

Items are sent safe & sound with trackable Australia Post "Express" service.

This is NO SIGNATURE service, meaning parcels are left at your premises provided it is safe to do so. If the delivery driver feels that it is not a safe place to leave your items, a card will be left & it will be taken to your local post office.

Cost: $14.95 AUD flat rate

Timeframe: 1-3 business days* Next day delivery to capital cities & major metro areas. Shipments to Western Australia, Northern Territory & rural areas may take additional time.

Tracking: Once your order has been dispatched, you will receive a notification via email. Please allow a few hours for tracking information to become available.

REGULAR SHIPPING

Items are sent safe & sound with trackable Australia Post "Parcel Post" service.

This is NO SIGNATURE service, meaning parcels are left at your premises provided it is safe to do so & the driver has access to your property. If the delivery driver feels that it is not a safe place to leave your items, a card will be left & it will be taken to your local post office or collection hub.

Cost: $9.95 AUD flat rate. FREE when you spend $129.

Timeframe: 2-7 business days depending on your location. Shipments to Western Australia, Northern Territory & rural areas may take additional time, as per the chart above.

Tracking: Once your order has been dispatched, you will receive a notification via email. Please allow a few hours for tracking information to become available.

SAME DAY DELIVERY

Cost: Varies depending on your location. Please proceed to checkout to get a shipping estimate. Only available to Victorian customers.

Timeframe: The delivery timeframe for Same Day is between 1pm & 7pm. Please be aware of this if delivering to a business premises.

Tracking: Once your order has been dispatched, you will receive a notification via email.

We will be in touch prior to shipping your same day parcel to approve shipping address and authority to leave if required.

Star Track may try to contact you on the day of shipment - Please ensure you can be reached via contact number.

Please note Tibbs & Bones cannot take responsibility for parcels that cannot be delivered and redelivery fees applied.

Orders must be placed before 12pm AEST to be sent using our Same Day Courier. You cannot send to PO boxes, it must be a physical address.

Same Day Couriers are not available on weekends or public holidays - however we can arrange for your items to be sent with an Uber Courier for an additional charge on these days if required.

EXPRESS SHIPPING (BULKY ITEMS)

Cost: $19.95 AUD* Australia Wide.

Timeframe: 1-4 business days. Next day delivery to capital cities & major metro areas. Shipments to Western Australia, Northern Territory & rural areas may take additional time.

Tracking: Once your order has been dispatched, you will receive a notification via email. Please allow a few hours for tracking information to become available.

*Additional shipping charges may apply for remote or rural areas due to courier fees and will be invoiced separately.

PICK UP IN STORE 

Cost: FREE. Only available to Victorian customers with a Victorian address. If you are located interstate & would like to arrange to collect tin store, please put in the shipping address as our store 99 Greville St, Prahran, VIC 3181. This will allow you to select Pick Up In Store as your shipping option.

Timeframe: We are able to process orders right away when ordered online. If you need an urgent pick up sorted, please call or text us on 0413 737 796.

Collection: We will send you an email confirmation once your order is ready. We are available for you to collect your order 7 days a week. Simply head in store to the shop counter.

PLEASE NOTE: If your order is stored for longer than 6 months & we do not hear from you, the items will no longer be available to you.

You can find our store open hours & location HERE. 

REST OF WORLD

BELGIUM / CHINA / CROATIA / DENMARK / ESTONIA / HONG KONG / HUNGARY / IRELAND / ISRAEL / REPUBLIC OF KOREA / LITHUANIA / MALAYSIA / MALTA / POLAND / PORTUGAL / SINGAPORE / SLOVENIA

Shipping to these destinations is currently unavailable due to changes in customs processing. We’re working on restoring availability as soon as possible ♡

ADDITIONAL INFORMATION

TAXES & DUTIES

International orders may be subject to local import taxes and duties.

Any applicable taxes and duties are the responsibility of the customer unless they have been collected at checkout. We recommend checking with your local customs authority if you're unsure what may apply to your order.

We’re unable to alter the value of an order on customs documentation.

For USA customers: applicable duties and taxes are calculated and charged at checkout, so there shouldn’t be any surprise customs charges when your order arrives.

CANCELLATIONS & AMENDMENTS

Once your order has been placed, we get to work processing it as quickly as possible. Because of this, we're unable to guarantee cancellations or changes once an order is in progress.

New Rock footwear orders cannot be changed or cancelled once they are in progress.

Please double-check your items, sizing and shipping details before placing your order ♡

DISPATCH & SHIPPING TIMEFRAMES

The expected dispatch timeframe for each item is displayed on the product page before you order.

Please note that dispatch time and shipping time are separate. The shipping timeframes listed on this page begin once your order has been dispatched, not from the date your order was placed.

Once your order is on its way, you'll receive a shipping confirmation email with your tracking details.

All delivery timeframes are estimates. Delays caused by customs clearance, peak and holiday periods, carrier disruptions or other circumstances outside of our control may occasionally occur.

NAIL POLISH

International nail polish orders may incur an additional shipping charge as nail polish must be transported through an approved Dangerous Goods carrier.

Please contact us for a shipping quote before ordering, or place your order as normal and we'll be in touch if an additional shipping charge is required.

There are no additional Dangerous Goods shipping charges for Australian customers.

LOST OR MISSING PARCELS

If your parcel hasn't arrived within the expected timeframe, please get in touch with us and we'll help you look into it with the shipping carrier.

Please make sure your shipping address is correct when placing your order. We aren't responsible for parcels delivered to an incorrectly entered address or parcels confirmed as successfully delivered by the carrier.

RETURN TO SENDER

If your parcel is returned to us because it was unclaimed, unable to be delivered, or applicable duties weren't paid, you'll need to cover the cost of shipping it again.

We'll contact you if your parcel is returned to us and hold it for 7 days. If we don't receive payment for reshipping within this time, we'll issue a store credit for the value of the returned items, excluding any original shipping charges.

New Rock 10% Off Promotion: 25TH SEPT - 26TH SEPT 2026. New Rock styles purchased during our 10% off promo can absolutely be exchanged if the size isn’t quite right, however they are not eligible for refund or store credit. Our usual faulty-item policy still applies. 🖤

RETURNS

We want you to LOVE your goodies ♡ If something isn't quite right, you can return eligible items for a refund, exchange or store credit within 30 days of delivery.

Your 30-day return window starts on the day your order is delivered.

CAN I RETURN IT?

YES ♡ You can return:

✓ Full-price items
✓ Demonia & Pleaser shoes with our standard 5% discount
✓ Orders purchased using our email sign-up or birthday discount code
✓ Pre-order shoes & accessories
✓ Made 4 U clothing
✓ Items purchased online can also be returned to our Prahran store
✓ Items purchased during a promotional sale can be returned for EXCHANGE or STORE CREDIT within 30 days (unless otherwise stated)

Please note: Using a discount code does not automatically make your item final sale.

You cannot return:

✕ Items purchased from our SALE section or marked Final Sale
✕ Items that have been worn, washed, used or are no longer in their original condition
✕ Selected hygiene and non-returnable products listed below
✕ Items worn or used for photoshoots

Your rights under Australian Consumer Law in relation to faulty or defective products are not affected by our change-of-mind returns policy.

HOW TO RETURN AN ONLINE ORDER

1. Request your return within 30 days of delivery

Your return period begins on the date your parcel is delivered.

For example: if your parcel is delivered on 1 September, you have until 1 October to request your return.

Australian customers: To use our online Returns Portal, simply click the button below.

START A RETURN

International customers: Email help@tibbsandbones.com with your name, order number and the items you'd like to return.

2. Send your return within 3 business days

Once you’ve submitted your return through our Returns Portal, please lodge your parcel with Australia Post within 3 business days.

Please include a note inside your parcel with your:

• Name
• Order number
• Return request - exchange, store credit or refund

3. Returning shoes? Protect that box! ♡

Please pack the original shoe box inside a shipping bag, satchel or protective outer packaging.

Do not attach postage labels or tape directly to the shoe box. Damaged shoe boxes will be rejected.

4. We'll process your return

Online returns are generally processed within 3 business days of arriving back with us.

Original shipping and processing fees are non-refundable for change-of-mind returns.

Return postage costs are the customer's responsibility unless the item is faulty or we've made an error with your order.

If you're exchanging an item, the cost of shipping your replacement item back to you will also need to be paid.

PROMOTIONAL SALES

During major promotional events - such as EOFY, Black Friday, Boxing Day or an advertised sitewide sale - different change-of-mind return conditions may apply.

Unless otherwise stated during the promotion:

Items purchased during a major promotional sale can be returned within 30 days for an EXCHANGE or STORE CREDIT, but are not eligible for a refund.

Everyday discounts are not considered Promotional Sales.

This means our normal returns policy still applies if you've:

✓ Purchased Demonia or Pleaser shoes with our standard 5% discount
✓ Used an email sign-up or birthday discount
✓ Used another everyday discount that isn't part of an advertised major promotional sale

Any special return conditions that apply to a major promotion will be clearly communicated during that promotion.

SALE / FINAL SALE ITEMS

Items purchased from our SALE section or clearly marked Final Sale cannot be returned for change of mind.

A discounted price does not necessarily mean an item is Final Sale.

In particular, Demonia & Pleaser shoes displaying our standard 5% discount CAN be returned under our normal returns policy.

If you're ever unsure whether an item is Final Sale, email us at help@tibbsandbones.com before purchasing and we'll happily confirm it for you.

PRE-ORDER & MADE 4 U ITEMS

Yes - you can return pre-order items! ♡

Pre-order & Made 4 U items can be returned for a refund, exchange or store credit under our normal returns policy.

Our custom Made 4 U Word Chokers are excluded from change-of-mind returns.

NON-RETURNABLE ITEMS

For hygiene, product type or change-of-mind reasons, we cannot accept returns on:

• Books
• Blind Boxes
• Card Games
• Earrings
• Eyelashes
• Face Jewels
• Face Masks
• Fans
• Fishnet stockings & sets
• Gift Vouchers / Gift Cards
• Glitter
• Greeting Cards
• Hair Clips
• Items from the SALE / Final Sale section
• Items that are not in original condition
• Made 4 U Word Chokers
• Nail Polish
• Nipple Pasties
• Septum Rings
• Socks
• Spoon Necklaces
• Wigs & Hair Extensions
• Items that have been worn or used for photoshoots

RETURNING ITEMS USED FOR PHOTOSHOOTS

Items purchased, worn or used for a photoshoot cannot be returned, as they are considered used.

If you'd like to borrow an item for a photoshoot, please reach out to us at help@tibbsandbones.com before purchasing to see if we can help ♡

We reserve the right to review unusual or unreasonable patterns of returns or suspected misuse of our returns policy.

FAULTY ITEMS

If you believe you've received a faulty, damaged or incorrect item, please contact us at help@tibbsandbones.com with your order details and photos of the issue before initiating a standard return.

Depending on the nature of the issue, a repair, replacement, refund or other remedy may be available.

For minor shoe issues, repair may be the most appropriate first option. For New Rock styles, we may also be able to source replacement hardware such as eyelets, metal adornments and other parts.

WEAR, TEAR & SHOE CARE

Our shoes are made to be worn and loved, but like all footwear, they will naturally show signs of wear over time. Fault claims are assessed individually, taking into consideration the age of the item, frequency and type of wear, the nature of the issue, and whether the shoes have been reasonably cared for.

Damage caused by normal wear and tear, misuse, accidental damage, improper storage, excessive wear, or failure to reasonably care for the item is not considered a product fault.

If you contact us about an issue with your shoes, we may ask for photos and information about the condition, use and care of the item so we can assess the problem.

For minor issues that are considered a product fault, repair may be the most appropriate remedy. Depending on the circumstances, we may arrange a repair or reimburse reasonable repair costs.

RETURN TO SENDER

If your parcel is returned to us because it was unclaimed, undeliverable or applicable duties were unpaid, we'll contact you.

If you'd like the parcel sent again, you'll need to pay the new shipping cost.

We will hold returned parcels for 7 days. If we don't receive payment for re-shipping during that time, we'll issue a store credit for the value of the eligible items, excluding original shipping costs.

IN-STORE PURCHASES

Changed your mind? Eligible in-store purchases can be returned within 30 days of purchase for a refund, exchange or store credit.

Please bring:

• Your item/s in original, unworn and unused condition
• Your receipt or proof of purchase

If you don't have your receipt, please let us know when you made your purchase so we are able to retrieve the receipt in the system, or look up the order on your account.

Refunds will be returned to the original payment method. If your purchase was made using a Visa Gift Card and we're unable to refund to that original card, a store credit will be issued instead.

Our Sale / Final Sale, Promotional Sale and Non-Returnable Item conditions above also apply to in-store purchases.

NEED A HAND?

Not sure if your item can be returned? Unsure about sizing? Just get in touch ♡

Email: help@tibbsandbones.com
Phone / Whatsapp: +61 413 737 796

We're always happy to help.