SHIPPING AND RETURN POLICY

We know you’re excited to receive your items — and we’re just as excited to send them to you. Every order is carefully packed and dispatched as quickly as possible so you can get back to moving, stretching and feeling your best.

Shipping Within Australia

Pilates Pad Store currently ships Australia-wide. At this time, we do not offer international shipping. Shipping is a flat rate of $12.00, billed at check out.

Processing Time

We aim to dispatch all orders within 1–3 business days.

  • Orders are packed Monday to Friday

  • We do not dispatch on weekends or NSW public holidays

  • During sale periods or busy times, please allow a little extra time for dispatch

Once your order has been lodged with Australia Post, you will receive a tracking email so you can follow its journey.

Delivery Timeframes

Delivery time begins once your parcel has been dispatched.

Standard Parcel Post

• Metro areas: 2–6 business days

• Regional areas: 3–10 business days

These timeframes are estimates provided by Australia Post and are not guaranteed. Delays may occasionally occur due to weather events, peak seasons, or circumstances outside our control.

Tracking Your Order

All orders include tracking.

You will receive your tracking number via email once your parcel has been lodged. Please allow up to 24 hours for tracking updates to appear in the Australia Post system.

Address Accuracy

Please ensure your shipping details are correct at checkout.

If a parcel is returned to us due to an incorrect or incomplete address:

  • Re-shipping costs will be the responsibility of the customer

  • Original shipping costs are non-refundable

Lost or Damaged Parcels

If your parcel arrives damaged or has not arrived within the expected timeframe, please contact us within 7 days of the expected delivery date at hello@pilatespad.com.au

We will work with Australia Post to investigate and support a resolution as quickly as possible.

Authority to Leave

If “Authority to Leave” is selected, responsibility transfers once Australia Post confirms delivery. Pilates Pad Store is not responsible for parcels that are lost or stolen after delivery confirmation.

We are a small, heart-led business and truly appreciate your support. If you have any questions about your order, please reach out — we are always happy to help.

RETURNS

At Pilates Pad Store, we want you to love your purchase. If something isn’t right, we’re here to help.

Change of Mind Returns

We accept change-of-mind returns within 14 days of delivery provided that:

  • The item is unused, unworn, and in original condition

  • Tags and packaging are intact

  • Proof of purchase is provided

Customers are responsible for return shipping costs unless the item is faulty.

Once received and inspected, we will issue:

  • A store credit, or

  • A refund to the original payment method (excluding original shipping costs)

Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of receiving your order at hello@pilatespad.com.au

Please include:

  • Your order number

  • Photos of the issue

  • A brief description

We will arrange a replacement, repair, or refund in accordance with Australian Consumer Law.

Non-Returnable Items

For hygiene reasons, the following cannot be returned unless faulty:

  • Grip socks (if worn or opened)

  • Water bottles (if opened)

  • Personal care items

Refund Processing

Refunds are processed within 5–10 business days of approval.

Processing times may vary depending on your bank or payment provider.