Frequently Asked Question
Orders
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Once an order has been finalised, we are unable to amend the order. Once your order has been delivered, please feel free to review the Returns and Refunds policy and submit a return request for your item/s if eligible.
If you wish to receive a different item, we encourage you to place this order as soon as possible to avoid missing out on your preferred purchase.
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Once an order has been finalised, unfortunately we are unable to cancel it. We apologise for any inconvenience caused.
Onceyour order has been delivered, please feel free to review the Returns and Refunds policy and submit a return request for your item/s if eligible.
If you wish to receive a different item, we encourage you to place this order as soon as possible to avoid missing out on your preferred purchase.
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We are very sorry to hear this.
Please contact the Customer Service team with details, including photos, by emailing support@28bysamwood.com
We will respond to your query and identify a resolution as soon as possible.
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Unfortunately, once an order has been placed, we are unable to add additional items. You’ll need to place a new order for any additional items.
Shipping & Delivery
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We offer free shipping for orders over $99 AUD, after any discounts and promotions are applied.
If your order is below $99 AUD, a standard shipping cost of $15 AUD will apply.
We offer flat rate $20 AUD express shipping on all orders.
Nike x 28 Apparel
Shipping is $10 on all Nike apparel orders.
Rukvest
Shipping is $25 on all Rukvest orders.
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Our warehouse facility requires 1-3 business days to pack and process your order. Once your order has been dispatched you will receive a shipping confirmation email with Australia Post tracking details, which will usually take 2-5 business days depending on the delivery location.
Please note that our warehouse facility does not work on weekends or state/National public holidays.
Occasionally the Logistics facility will be closed for stocktake periods, and we'll notify you when you check out if this will impact your order.
Nike x 28 Apparel
Due to the customised nature of the apparel, please allow up to 14 business days for production and delivery.
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Unfortunately we are unable to ship to New Zealand or internationally.
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Unfortunately at this time we are only able to offer delivery within Australia.
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Yes, we do deliver to PO boxes.
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For most items, your order will be delivered by Australia Post. Some items sold on our website require special handling as specified by federal, state and local regulations governing the transport of these items.
We comply with these regulations; therefore, the shipment of some products may be with a different courier, and we may contact you to verify an acceptable delivery address.
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We offer delivery within Australia. Some items sold on our website require special handling as specified by federal, state and local regulations governing the transport of these items.
We comply with these regulations; therefore, the shipment of some products to certain locations may not be possible. Excluded areas include: Australian Antarctic Territory, Norfolk Island, Christmas Island and Cocos Island.
We do not ship to PO Boxes.
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Orders placed before 12PM AEDT ship out the same day.
You can choose to have your order delivered by Express Post for a flat $20 AUD fee.
Your order will be delivered in 1 - 3 business days depending on your location. -
We are not able to add delivery instructions to your order, we apologise for any inconvenience.
Once your order has been shipped and you have received the tracking number, we encourage you to contact Australia Post with any questions or concerns regarding delivery.
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Once an order has been finalised, unfortunately we are unable to amend anything, including the address. We apologise for any inconvenience caused.
We encourage you to use the Australia Post app, or contact Australia Post directly once your order has been shipped, so you can have the parcel redirected. Please find further information here.
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You’ll be notified by email when your package is on it’s way. This email will include a tracking number for you to track your delivery via Australia Post. To see if your order has been shipped you can click ‘My Account’ in the top right to view your ‘Order History’ to find more information relating to your recent orders.
Please note that while your package may have started its journey, tracking information may not be available until the following business day.
If you experience any issues tracking your order, please contact our friendly customer support team via email support@28bysamwood.com
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There is a flat $10 shipping fee on all Nike x 28 orders.
This collection is excluded from free shipping and excluded from Super / Better Sale Day promotion.
If you have further questions, please contact our friendly customer support team via email support@28bysamwood.com
Accounts
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Select sign-in on the upper right hand side of the site (Desktop) or in the drop down navigation (Mobile). If you do not have an account you will need to create one. You can sign in with your newly created account. 28 by Sam Wood members save 35% on almost everything.
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To access better savings, you you need to create an account. Once you sign in with your account you save 10% on everything. To unlock 35% on almost everything you must be a member of 28 by Sam Wood. You can sign up here.
Returns & Refunds
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We do not accept returns for change of mind or other circumstances. However you may have rights to a repair, replacement or refund under the Australian Consumer Law.
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We do not offer refunds or exchanges due to change of mind, so please select your products carefully.
Our products come with guarantees that cannot be excluded under Australian Consumer Law including that the products:
- are of acceptable quality;
- are fit for purpose;
- are safe to use; or
- match the description
Products that do not meet the above guarantees are entitled to a refund. A valid proof of purchase of either an online order confirmation or tax invoice must be presented to receive a refund or exchange.
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To start a return, please email our customer care team at hello@thebettershop.com.au with the order number and reason for return
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Accepted returns must be sent to:
B Dynamic Promotions Pty Ltd
1 Aristida Close, Kemps Creek, 2178, NSWReturn shipping costs are the customer’s responsibility.
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If you receive a damaged, defective, or incorrect item, contact us immediately so we can resolve the issue. You may be required to send images of the issue for assessment.
If the product does not meet consumer guarantees, you are entitled to a refund, including shipping costs.
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Yes, the following items cannot be returned:
- Perishable goods (e.g., food, flowers, plants).
- Custom-made products.
- Used or tampered personal care items (e.g., beauty products).
- Nike x 28 apparel, unless faulty
If you're unsure about your item, contact us at support@thebettershop.com.au.
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Once we receive and inspect your return, we’ll notify you if your refund is approved. If approved, you’ll be refunded to your original payment method within 10 business days.
If more than 15 business days have passed since your refund was approved, please email us at support@thebettershop.com.au.
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Under Australian Consumer Law, our products must be:
- Of acceptable quality.
- Fit for purpose.
- Safe to use.
- Match the description, sample, or demonstration model.
If a product does not meet these standards, you are entitled to a refund with a valid proof of purchase.
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We’re happy to help! If you have any questions, please email us at support@thebettershop.com.au.