FREQUENTLY ASKED QUESTIONS

Shipping/orders

When will my order ship?

Orders are dispatched within 48 hours Monday - Friday, typically from our Parramatta, NSW location. During NSW public holidays, please allow orders to be dispatched within 4 working days unless otherwise advised.

Please see our shipping policy for more information on shipping and international shipping.

How long will my order take to ship?

Depending on your location, postage can take between 3-7 business days. Please allow longer for remote areas. For international shipping information and costs please see our shipping policy.

How can I track my current order?

Orders are sent by Australia Post or StarTrack depending on the item. You will receive a shipment email either from Paddy Pallin or from our logistics provider, Shippit, including tracking numbers and links for your parcels. If you have further inquiries, please contact us on 1300 654 256 or email us at paddyinfo@paddypallin.com.au.

Why have I received an incomplete order?

Where possible, we attempt to ship all items in one parcel. In some cases, due to availability, the items in your order may have to be shipped from different warehouses. Each warehouse will ship their part of the order within 48 hours from the time of order placement. However, given their different locations, your packages may arrive separately and at different times. In this case, you will receive individual tracking numbers for each parcel. 

Please see our shipping page for more information on shipping. If you have further questions please contact us.

How can I cancel my order?

To cancel your order, please contact our customer service team on 1300 654 259. If your order has not been shipped yet, we can refund you as soon as possible. If your items have been shipped, we will look for the next available options to organise your return.  Refunds cannot be processed until the items have been returned to us. Please see our returns policy for more information on returns at Paddy Pallin.

Returns 

How can I return an item?

If you change your mind you are welcome to return goods for a refund or an exchange within 30 days of purchase. 

1. Download and print the return form.

2. Specify if you need a refund or exchange.

3. If you request an exchange, please indicate which product you would like to exchange it for (including size and color).

4. If you request an exchange please indicate with the product you want.

5. Include your invoice or a copy of your receipt and the return form with your items.

6. Mail to Paddy Pallin Mail Order, 16 Hunter Street, Parramatta NSW, 2150.

Find our full returns policy and download your returns slip here.

When will my return be processed?

Refunds and exchanges will be processed within 48 hours of receiving the items. When returning items please record your tracking number from your parcel. Return postage can take between 3-7 business days and please allow for longer postage times from remote areas.

Can I return or exchange an item in store?

Returns and exchanges can be made in store in most cases.

If you are wishing to return an item please check our returns policy to ensure it meets the return criteria before heading in store. If you are looking to exchange we recommend checking that the store has the product you wish to exchange it for in stock. If you have a paper receipt that you received in your order, please take it with you. If you don’t have the paper receipt please have your online order number ready.

Orders paid for by credit card or PayPal can be refunded to a credit card in store. Orders made using a “Buy Now, Pay Later” provider such as ZipPay or AfterPay will need to be processed by our Customer Service team and may not be possible to do instantly.

Paddy Pallin Membership

How do I sign up for a Paddy Pallin Club Membership?

You can sign-up for our Paddy Pallin Club in store or instantly online. Lifetime membership provides you with a 10% discount across the store* for a one-off joining fee of $10.

What are the perks of getting a Paddy Pallin Club Membership?

If you sign up to the Paddy Pallin club, you receive:

1. Instant 10% off discount in-store and online (on full price items)

2. Exclusive invitations to member sales and events

For more information visit our membership page.

How do I use my Paddy Pallin membership online?

If you are already a Paddy Pallin Club member and have not shopped online with us before, you will need to create an online account to link your membership. Once logged in the membership discount will be applied. 

You do not need your member card or member number to receive your discount. If you are concerned you are not receiving the correct discount, please contact us via phone or email: 1300 654 259 or paddyinfo@paddypallin.com.au.

Still haven't answered your question? Please contact us!

Phone: 1300 654 259

Email: paddyinfo@paddypallin.com.au

Our Customer Service Team can be reached from 8:30am to 5:30pm NSW time.

 

Shipping/orders

When will my order ship?

Orders are dispatched within 48 hours of your purchase Monday - Friday, typically from our Seven Hills, NSW location. During NSW public holidays, please allow orders to be dispatched within 4 working days unless otherwise advised.

Please see our shipping policy for more information on shipping and international shipping.

How long will my order take to arrive?

Depending on your location, postage can take between 2-8 business days. Please allow longer for remote areas. For international shipping information and costs please see our shipping policy.  Please note these transit times are on top of the time taken to process your order.

How can I track my order?

Orders are sent by Australia Post, TNT (FedEx) or Couriers Please depending on the order. You will receive a shipment email from our logistics provider OpenFreight with a link to track your parcel. If you have further enquiries, please contact us on 1300 654 259 or email us at paddyinfo@paddypallin.com.au.

Why have I received an incomplete order?

Where possible, we attempt to ship all items in one parcel. In some cases, due to availability, the items in your order may have to be shipped from different warehouses. Each warehouse will ship their part of the order within 48 hours from the time of order placement. However, given their different locations, your packages may arrive separately and at different times. In this case, you will receive individual tracking numbers for each parcel. 

Please see our shipping page for more information on shipping. If you have further questions please contact us.

How can I cancel my order?

To cancel your order, please contact our customer service team on 1300 654 259. If your order has not been shipped yet, we can refund you as soon as possible. If your items have been shipped, we will look for the next available options to organise your return.  Refunds cannot be processed until the items have been returned to us. Please see our returns policy for more information on returns at Paddy Pallin.

 

How can I make a change to my order?

Unfortunately, we are unable to make changes to orders after they have been placed. If you need to make a change, please contact our Customer Service Team who will refund you and help you with a new order.

 

How do I purchase multiple quantities?

You are able to purchase multiple quantities of products through the website. If you are looking for larger amounts than available, please contact our friendly Customer Service Team. Please note that some quantity restrictions apply to Arc'teryx products, see the full policy here. 

Returns 

How can I return an item?

If you change your mind you are welcome to return goods for a refund or an exchange within 30 days of purchase. 

1. Fill in the return form online here.
2. If you are logged in to your account, it will redirect you to the “My Orders” page. Please select 'View Order" for the order you would like to make a return from and click “Return” in the top left corner and follow the prompts.
3. Specify if you need a refund or exchange, and if you request an exchange, please indicate all details of the product you would like to exchange it for (including size and colour).
4. If your order is still being processed, call Customer Service on 1300 654 259 to cancel it before it is sent.
5. Include your item/s and your invoice (original or copy) in the package.
6. Mail to Paddy Pallin Mail Order, Building E1, 22 Powers Road, Seven Hills, NSW 2147, and record your tracking number.

Find our full returns policy here.

When will my return be processed?

Refunds and exchanges will be processed within 48 hours of receiving the items. When returning items please record your tracking number from your parcel. Return postage can take between 3-7 business days and please allow for longer postage times from remote areas.

Can I return or exchange an item in store?

Returns and exchanges can be made in store in most cases.

If you are wishing to return an item please check our returns policy to ensure it meets the return criteria before heading in store. If you are looking to exchange we recommend checking that the store has the product you wish to exchange it for in stock. If you have a paper receipt that you received in your order, please take it with you. If you don’t have the paper receipt please have your online order number ready.

Orders paid for by credit card or PayPal can be refunded to a credit card in store. Orders made using a “Buy Now, Pay Later” provider such as ZipPay or AfterPay will need to be processed by our Customer Service team and may not be possible instantly.

 

Paddy Pallin Membership

How do I sign up for a Paddy Pallin Club Membership?

You can sign-up for our Paddy Pallin Club instantly in store or online. For a one-off joining fee of $10, you will receive a lifetime membership that provides you with a 10% discount across the store*.

What are the perks of getting a Paddy Pallin Club Membership?

If you sign up to the Paddy Pallin Club, you receive:

1. Instant 10% off discount in store and online (on full price items)
2. Exclusive invitations to member sales and events

For more information visit our membership page.

How do I use my Paddy Pallin membership online?

If you are already a Paddy Pallin Club member and have not shopped online with us before, use the reset password link to log in for the first time.  If you do not receive a link, please contact our customer service team to see which email address your membership is linked to. Once logged in the membership discount will be applied. 

You do not need your member card or member number to receive your discount. If you are concerned you are not receiving the correct discount, please contact us via phone or email: 1300 654 259 or paddyinfo@paddypallin.com.au.

 

Still haven't answered your question? Please contact us!

Phone: 1300 654 259

Email: paddyinfo@paddypallin.com.au

Our Customer Service Team can be reached from 9:30am to 5:30pm Monday to Friday, 9:30am to 12:30pm Saturday and Closed Sunday/Public Holidays NSW time.