Shell Breakages
Fragile by Nature, Packed with Care
At Simply Shells, we take great care to ensure your order is packed safely and arrives in the condition it left our studio. However, due to the delicate nature of shells and starfish, occasional breakages can happen during shipping.
If your order arrives damaged, or goes missing entirely, we’ll make it right — either by issuing a refund or resending the item. In some cases, where an item is low in value and the cost of resending is significantly higher (e.g., one small shell in a large order), a refund may be the most practical option.
If the damaged item is the only product in your order — even if it’s a small one — we’ll usually resend it. Our goal is to be fair and flexible, and we’ll always work with you to find a solution you’re happy with.
Frequently Asked Questions
What should I do if my order arrives damaged?
Please contact us within 3 days of delivery with a photo of the damaged item(s). We’ll assess it quickly and offer either a replacement or a refund based on the situation.
What if my parcel doesn’t arrive at all?
If your parcel hasn’t arrived, we recommend checking the tracking link provided in your shipping confirmation email and contacting Australia Post directly for an update. If the issue isn’t resolved, get in touch with us and we’ll follow up with the carrier. If the parcel is confirmed lost, we’ll either resend or refund your order.
Do you always resend broken items?
We aim to be fair. If a small, low-cost shell is damaged as part of a larger order, a refund is usually more practical. However, if the broken shell is the only item in your order, we’ll typically resend it.
How long does it take to process a claim?
We usually resolve breakage or missing parcel claims within 1–2 business days once we receive your photos or delivery confirmation.