Why shipping and returns info matters
If you sell products online as a Korean business in Australia, the moment customers hesitate most before clicking 'buy' is often when shipping costs and return rules are unclear. Very few people complete a purchase without knowing how much postage costs, how long delivery takes, or whether they can send something back.
In fact, one of the biggest reasons for cart abandonment is 'unexpected shipping fees'. Spelling it out clearly up front reduces drop-offs and cuts down on phone enquiries too.
What to include in your shipping policy
- Shipping costs: rates by area (Sydney metro / regional / nationwide) and free shipping thresholds
- Delivery times: business days to dispatch, and days in transit after dispatch
- Carriers: Australia Post, Aramex, etc., and whether tracking is provided
- Chilled/frozen items: for kimchi or side dishes, note cold-packing and eligible delivery zones
- Pickup option: whether in-store collection is available
Writing your returns and refunds policy
Under Australian Consumer Law, you must offer refunds or exchanges for faulty goods. On top of that, decide whether you'll accept change-of-mind returns and, if so, clearly state the window (e.g. 14 days) and conditions (unopened, receipt required). For items like food that are hard to return, list them as 'non-returnable' to avoid disputes.
Practical tips
- Place clear links on both the checkout page and product detail pages.
- Use plain language instead of complicated legal jargon.
- Offering it in both Korean and English widens your customer base.
- Link it to your FAQ page to cover common questions together.
Clear shipping and returns information tells customers you're a trustworthy shop. PICKTECH can help you build shipping and returns policy pages that align with Australian Consumer Law, in multiple languages. Feel free to get in touch.