Steen Jones

Domestic orders: All orders Australia-wide come with door to door courier service with StarTrack, complimentary tracking as part of our registered and premium service.

All stand alone Art Print orders will be sent with Australia Post.

International orders: All international orders come with complimentary tracking as part of our registered and premium service.

Once your order is received, you will receive a confirmation email detailing your order.

If you don’t receive an order confirmation e-­mail from us within 24 hours of placing your order, please double check that you have supplied the correct contact information and checked your 'Junk' and/or ‘Spam’ mail folder before contacting us as we more often or not find that it’s ended up in there!

The best way to monitor your order is to log in to your account or create an account.

All Tracking information will be emailed to you, once your order has been dispatched.

Please note: All following up and/or tracking is the responsibility of each customer and/or the shipping service provider – while we do everything we can within our power and to the best of our ability to make sure orders get to you safely and as quickly as possible, we cannot be held responsible once an order leaves our studio. 

You can IF you contact us within 24 hours of placing your order.

Please note: If you do not contact us within this timeframe we cannot help you as your order has already begun the printing/production process.

We are sorry to say and hope that you can understand.

You should contact us immediately via the order confirmation email you received or email us directly at hello@steenjones.com

Please note: If you do not contact us within a 24 hour timeframe of placing your order, we cannot guarantee that we can help you as we would have already begun the printing/production process.

We are sorry to say and hope that you can understand.

You can IF you contact us within 24 hours of placing your order.

Please note: If you do not contact us within this timeframe we cannot help you as your order has already begun the printing/production process.

We are sorry to say and hope that you can understand.

If we have accidentally sent you the wrong or extra item, please let us know so we can fix it up right away for you!

We are sorry! This can happen occasionally. Please contact as ASAP so we sort it for you ASAP!

Simply enter your unique gift card or promo code during checkout in the “gift card or discount code” box then hit apply. Your discount will be automatically applied to eligible products and deducted from your cart total.

Please note: Discount codes are not permitted for use during sales periods, unless otherwise stated.

Please Notify us within 30 days of dispatch if your parcel is lost, so we can sort out a resolution.

If you contact us after 30 days of the order dispatch we are able to help track your order as its been archived by the tracking service.

Contact us here.

Due to the nature of ‘Printing To Order’ we unfortunately cannot accept returns or make any exchanges for “change of mind"

Items that have been washed or worn will not be eligible for a return or exchange unless they become defective that is outside of our control within the first 14 days. 

*Returns and exchanges will only be accepted within 14 days of order fulfilment date when:

1. We have sent you the wrong size
2. Your order has arrived damaged or faulty. 
3. Items are in their original condition
4. Items are in their original packaging and returned in a protective postal bag

We are sorry if this puts you out and hope that you can understand.

Our Return Address: 

Steen Jones
11 Maud St
Newstead QLD
4006

*Please include your name, order number and item details when sending an item back.

We will contact you as soon as your parcel arrives.

Please note: If you are eligible for a refund, it will be made via the original payment method. When the refund has been processed, it can take 5-10 business days for it to show up in your account. 

Please check you meet the criteria of the Returns/Exchange Policy then contact us here.

Please note: When returning items to our online team, you are responsible for the cost of the return.

Unless we are sending you a replacement item/s due to Sizing/Garment print fault, we will include a return mailer within that parcel.

It is also your responsibility to ensure the goods reach our premises as we cannot be responsible until they reach us.

We recommend using a tracked method of postage to ensure your return arrives to us safely.

Steen Jones will not be liable for reshipping orders that have been returned to us based upon an unclaimed package or an incorrect address being provided.

To schedule a new shipment, please contact us with updated delivery address/details. Reshipping will be charged to your preferred mode of payment.

The Team in our returns department generally process all returns and exchanges within 2-5 business days of arriving back at our online warehouse.

Due to the extenuating circumstances regarding Covid-19, our team is currently experiencing a delay processing all returns and exchanges.

As soon as your return is processed you will receive an email.

Please allow up to 10 business days for your return to be processed and feel free to get in touch if you have not received your refund or exchange in this time.

Online orders are processed Monday through Friday from 9am - 3pm. Orders received on a Public holiday will be processed the next business day.

During high demand periods, fulfilment can take between 3-5 business days from when the order is placed regardless of shipping method chosen.

"Print On Demand" products can take extra time to ship depending on the availability of the item from the garment stockist.

If any "Print On Demand" items are expected to take longer to ship due to unavailability of stock, we will contact you about how you would like to proceed with your order.

We try our best to print and ship all orders within 3-5 business days after receiving them.

Please note: Due to the nature of “printing to order” this is not always possible - especially during peak times (ie: new releases, holidays, sales etc) or if you have a “pre-ordered” item. Regardless, we always try our best to get your orders out to you ASAP.

If you have not recieved your ‘shipping confirmation’ email from us within 14 days of placing your order - please let us know via hello@steenjones.com immediately. 

While we do all we can to ensure your order leaves our warehouse on time - we cannot be held responsible for any late delivery or failure to deliver due to circumstances beyond our control once it leaves - especially during the current climate.

1-5+ business days from dispatch - Australia Post (With Tracking)

1-3+ business days from dispatch - StarTrack Couriers (With Tracking)

10+ business days from dispatch - Standard Mail (With tracking). Each country has its own importing rules. Each country’s Customs office MAY apply import duties and taxes by the respective import customs office and are billed to the receiver before goods will be released.

Steen Jones is not responsible for any items lost or damaged in transit with a 3rd party shipping company.

We will provide assistance by lodging claims on your behalf, however a replacement or refund on damaged or missing items is not guaranteed by Steen Jones due to each shipping companies different terms and conditions.

All pre-orders hosted by Steen Jones will be shipped with the intent of the pre-order arriving before the pre-order date.

Pre-order stock arrivals can be delayed which may result in delays in shipping from Steen Jones. We will contact all customers in the case of extended delays in receiving pre-order items.

Unfortunately we cannot ship to PO boxes.