Shipping is free worldwide on all orders over $100, and $15 for small orders less than $100. All orders are shipped via DHL track & trace service.
How long do orders take to dispatch?
As a general rule, we aim to have your order processed and out the door within three days of receiving your order.
How soon will I receive my gear?
All orders are shipped from Hong Kong via DHL so will take between 2 and 5 days to reach you depending on where you are in the world. Please note, we don’t ship to PO boxes. Supplying a work or business address over a residential address is best practice if that’s where you spend the majority of your time during the day.
If you live down a donkey track in Puerto Escondido, please allow a little extra time.
Can I track my order?
Once we ship your order, you will receive an email providing you with shipment details including the date of shipment and any tracking details. If you wish to enquire about whether your order has been shipped, please log into your account and go to ‘my orders’. All tracking information will be stored here.
What is the returns procedure?
Not digging it on you, or after a different size? Barney Cools offers free returns via our LA office or Sydney HQ. Send it back within thirty days from purchase unworn, unwashed and with tags attached and when it arrives, our homie Jake will sort you out with a store credit or refund if you wish.
For Australian customers we offer a free returns service via ParcelPoint. Follow their simple steps to return for free.
For American customers we’re working on setting up a free returns service. In the meantime, please send the items back to us with proof of a shipping receipt and we’ll reimburse you (standard shipping only). You’ll find a returns card in your order, or the address to send back too is:
Barney Cools, c/o The Local.132 by General Pants Co., 132 S La Brea Ave, Los Angeles, CA 90036, United States.
Please allow up to 2 weeks from the time you mail your order for your return to be processed. We can only process requests once the returned items have been received at either our LA or Sydney office.
Store Credit codes are issued for all exchange requests. The value of the code will be valued at the purchase price you paid in your order for the item that you have returned – unless otherwise specified by a customer service rep. You will be emailed with the code and instructions on how to redeem it by our team once it is created.
If you request a refund, your refund will be valued at the purchase price you paid of the item you returned. It may take up to 7 business days for the funds to become available in your account (depending on your bank). You will be emailed notification once the refund is issued by out team.
If it has been more than 2 weeks since you sent something back, please email us at [email protected] with all the details and we can check it out!
Do you accept returns on sale items?
Returns are only available on sale items if they are faulty or damaged.
What payment methods do you accept?
We accept Paypal and Credit Card, including VISA & MasterCard. Credit card payments are processed via Braintree and have the highest standard of data encryption and PCI compliance.
What currencies can I pay in?
Barney Cools is a product of the salty beaches of Sydney Australia with offices in LA and New York. Depending on where you are in the world, you may be charged Australian Dollars or US Dollars. Your currency will be displayed before the price.
Are there any duty charges that I’ll be stung with?
We estimate import duty charges on check-out so you don’t have to pay any additional charges to receive your order. Most countries won’t be charged any duty.
I’m pretty sure someone’s after me. Is online ordering with Barney Cools secure?
When purchasing from Barney Cools your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is the current industry standard.
Ensure to read the care instruction label on each garment. For best results and in most occasions, we recommend hand washing or gentle machine washing in luke warm water and hanging to air dry. Wash with similar colours and avoid bleaches.
Don’t wash jackets or leather items, they should be professionally cleaned.
If in doubt, ask us first – or – ask your mum, she knows best…
We accept both exchanges and refunds if you’re not satisfied with the product. In both cases, you must send us back your purchased items with tags still in-tact before being issued either an online exchange code or refund via Paypal. In both instances, you must return good within 30 days of purchase.If you’ve already worn it and then noticed that somethings not quite right with it, email us at [email protected] with photos and we’ll have a look at it.
What can I expect after I order?
After completing your purchase, you’ll receive a confirmation email. You’ll receive another with shipping and tracking details when its left our warehouse. If you don’t receive it, check your junk email folder and/or email us to have it re-sent. For all other tracking details, please login to your account and select ‘My Orders’.
What if I don’t receive my order?
Well, shit! We haven’t had this happen yet but if it happens to you, contact us and we’ll work it out.
What do the different order statuses mean in my account?
Processing – We have received your order and your payment was made successfully.
Released – Your order has been released by admin and is in the hands of our logistics crew who are packing your gear.
On Hold – This generally happens when you make payment via Paypal and choose your bank account as the source of funds. Paypal often takes 2-3 business days to clear the funds. As soon as this occurs, your order will automatically update to processing and everything returns to normal.
Complete – Your order has been shipped from our warehouse and is on its way to you.
Pending or Cancelled – Your order has not been processed and we have not received payment.
I’ve ordered, but stuffed something up and my order hasn’t shipped yet. Can you help me out, bro?
If you wish to amend or cancel your order after payment has been processed, please contact us online immediately, or by calling +61 2 8021 7001.
Who’s behind it?
Barney Cools is created by a tight team of like minded individuals. Jake Bulgin (Brand Manager), Thom Fogarty (Digital Marketing) and Wes Mcdonough (Designer) are headed up by Nat Taubman (ex ZANEROBE creative director).
Where are you based?
Can I buy it in-store?
We’re stocked in most parts of the globe including Glue and Universal Store in Australia and stores like Nordstrom and Urban Outfitters in the US. Find a stockist near you or order online for a wide range and fast delivery.
I want to stock you at my rad boutique. What’s the deal?
Get in touch with our sales & distribution.