How can we help you?

What are the shipping options and costs for domestic orders within Australia?
We offer two shipping options for domestic orders:
$15 Express shipping or FREE on orders over $300 - approximately 3-5 business days after receiving your dispatch notification (this includes your tracking number)
$10 Standard shipping or FREE on orders over $280 - approximately 5-10 business days. 
What are the shipping costs for international orders?
For international orders, Standard Shipping is $50 and Express Shipping is $75. Please allow up to 10 business days for delivery after dispatch for standard shipping. Delivery times may vary.

Duties and Taxes:
International orders may be subject to import duties, taxes, and customs fees once they arrive in your country. These charges are set by your local customs authority and are the responsibility of the recipient. As these fees are determined by the destination country, we are unable to control or estimate them in advance.

For example, orders shipped to the United States may incur duties once the value exceeds $800 USD, while countries such as the United Kingdom may apply duties and VAT on all imported goods.

To help avoid additional costs, we recommend confirming your size before purchasing rather than ordering multiple sizes. If you need assistance, please contact us and we’ll be happy to guide you with sizing.

In many cases, customs authorities may offer refunds on duties for returned items. We suggest contacting your local customs office directly for details on eligibility and processes.

Refused Shipments:

If an order is refused due to unpaid duties and is returned to us, any return shipping costs, customs charges, and original shipping fees will be deducted from your store credit. Please note that return costs are typically higher than the initial flat shipping rate, as they include actual courier fees and customs processing charges.

Returns will only be processed once the goods have been received back to us, which may take up to 14 days.

We do not offer refunds on refused shipments. Store credit will be issued instead. This includes situations where duty invoices are ignored or the courier is unable to contact you. Orders returned under these circumstances will still be treated as refused shipments.

We recommend monitoring your shipment closely and ensuring you are available to receive any communication regarding customs payments.

For more information on import duties and taxes, please contact your local customs authority.
Can I pick up my order in-store?
Yes, you can pick up your items from our store during business hours (Monday-Saturday). Select Local Pick-Up at checkout.
How do I request a return authorization (RA) number for a faulty item?
Email sales@insurgeclothing.com.au to retrieve your RA. Please obtain your RA within 3 days of delivery.
What items are non-returnable?
Jewellery, hats, and swimwear cannot be returned due to hygiene reasons unless deemed faulty. Sale items are also non-returnable. 
How much does shipping to New Zealand cost and how long does it take?
$25 with tracking and signature on delivery and will arrive to you in approximately 7 to 10 business days 
Is local delivery available?
Yes, we offer free local delivery within 10km of our store. Select Local Delivery at checkout to receive your item within 2-3 days.
What is your returns and exchanges policy?

At Insurge we believe in providing you with high quality items and service. When purchasing online please select carefully by checking our size guides as our sizes are Australian sizing. If you need help with sizing do not hesitate to email or message us.

RETURNS POLICY ONLINE:

We understand that purchasing online is difficult and you may not be happy with your garment; therefore we are happy to offer you a refund, exchange or credit note (valid for 1 year) on full priced items ONLINE ONLY on the basis of the following returns policy: 

  • Items need to be returned within 7 days for customers in Australia and 20 days for international customers 
  • Items must be returned in original condition with tags attached, unworn, unwashed and not altered 
  • Jewellery, hats, and swimwear may not be returned due to hygiene reasons unless deemed faulty 
  • Insurge reserves the right to reject items which are not received in the same condition in which they were purchased 
  • We do not accept refunds or exchanges on sale items, jewellery and swimwear
  • Faulty items: if you receive an item that you believe has a manufacturing fault, please email us and provide a photo with the fault. A return authorisation (RA) number must be requested within 3 days of delivery. Please email sales@insurgeclothing.com.au with your return query and obtain your RA number prior to returning your item to us. To complete your return, we require a copy of receipt or proof of purchase
  • Previously exchanged orders are eligible for store credit or exchange only
  • Return Costs: we do not currently offer free returns. Return shipping costs are the responsibility of the customer. 

RETURNS POLICY IN-STORE: 

  • We offer returns within 7 days of purchase on full price items. You are eligible for a credit note (valid for 1 year) or exchange.
  • We do not accept refunds in-store.
  • Jewellery, hats, and swimwear may not be returned due to hygiene reasons unless deemed faulty 
  • Items must be returned in original condition with tags attached, unworn, unwashed and not altered 
  • Sale items cannot be returned for a credit, exchange or refund. 
  • Credit notes cannot be used during storewide sales
Can I use a credit note during storewide sales?
No. Credit notes cannot be used during storewide/sitewide sales.