Contact Us

Thank you for visiting austm.shop.

We are committed to providing friendly, reliable, and professional customer service. Whether you have a question about our clothing and fashion products, an existing order, delivery, returns, refunds, or any other store-related matter, our customer support team is here to assist you.

Contact Information

Store Name: austm.shop
Email: info@austm.shop
Phone: +61 417 016 649
Address: 29/51–63 Euston Road, NSW 2015, Australia

Email Support

For general enquiries, product information, sizing assistance, order support, shipping questions, returns, refunds, or complaints, please contact us at:

info@austm.shop

When contacting us about an existing order, please include:

  • Your full name;

  • Your order number;

  • The email address used to place the order;

  • A clear description of your enquiry; and

  • Relevant photographs or supporting information, where applicable.

Providing this information will help our customer service team review and respond to your enquiry more efficiently.

Telephone Support

You may contact our customer support team by telephone at:

+61 417 016 649

If we are unable to answer your call immediately, please email us with your name, contact details, order number where applicable, and a brief description of your enquiry.

Customer Service Hours

Our standard customer service hours are:

Monday to Friday: 9:00 AM–5:00 PM
Saturday, Sunday, and Australian public holidays: Closed

All times are based on New South Wales local time.

Response Times

We aim to respond to customer enquiries within 1–2 business days.

Response times may be longer during weekends, Australian public holidays, promotional periods, or periods of unusually high enquiry volume.

Product and Sizing Enquiries

Before placing an order, customers are encouraged to review the relevant product description, sizing information, available colours, materials, and care instructions.

For additional assistance, contact us with the product name or product page link.

Our customer service team may assist with:

  • Product details;

  • Available sizes and colours;

  • Sizing guidance;

  • Material information;

  • Care instructions;

  • Product availability; and

  • General purchasing enquiries.

Order Enquiries

When contacting us about an order, please provide your order number and the email address used during checkout.

We can assist with:

  • Order status;

  • Payment confirmation;

  • Order changes;

  • Cancellation requests;

  • Dispatch information;

  • Delivery tracking; and

  • Missing or incomplete orders.

Order Changes and Cancellations

Please contact us as soon as possible if you need to change or cancel an order.

We will make reasonable efforts to assist you. However, changes and cancellations cannot be guaranteed once an order has been processed, packed, or dispatched.

If an order has already been shipped, it may need to be returned in accordance with our Return and Refund Policy.

Shipping and Tracking Enquiries

After your order has been dispatched, tracking information may be sent to the email address used during checkout.

Tracking information may take several business days to become active after dispatch.

If your parcel has not arrived within the estimated delivery period, please contact us and provide your order number. We will review the available tracking information and assist with the delivery enquiry.

Returns and Refunds

Please contact our customer service team before returning any product.

Do not send products directly to our business address unless we have provided written return approval and the correct return instructions.

The authorised return address may be different from our business correspondence address. Unauthorised returns may be refused or experience processing delays.

Returns, exchanges, replacements, and refunds are handled in accordance with our Return and Refund Policy and applicable Australian consumer law.

Damaged, Faulty, or Incorrect Products

If you receive a damaged, faulty, incomplete, or incorrect product, please contact us as soon as reasonably possible.

Please provide:

  • Your full name;

  • Your order number;

  • A description of the issue;

  • Clear photographs or videos of the product;

  • Photographs of the packaging and shipping label; and

  • Any other relevant supporting information.

Our team will review the matter and provide an appropriate remedy in accordance with our store policies and the Australian Consumer Law.

Complaints and Feedback

We value customer feedback and use it to improve our products and services.

If you are dissatisfied with any aspect of your shopping experience, please contact us with:

  • Your name and contact details;

  • Your order number, where applicable;

  • A clear description of the issue;

  • Relevant supporting information; and

  • The outcome you are seeking.

We will review your complaint fairly and aim to provide an appropriate response within a reasonable period.

Business Address

austm.shop
29/51–63 Euston Road
NSW 2015
Australia

This address is provided for business correspondence purposes. Products must not be returned to this address without prior written approval and return instructions.

Thank you for choosing austm.shop. We appreciate your business and look forward to assisting you.