What is your return policy?
We are happy to accept a return or exchange of an online purchase when: the goods are in saleable condition; have not been worn or used; have the original tags still attached; and the goods are received back within 14 days of receiving order. Once we have received your return you will receive an email confirmation. A full refund will be credited to the card used for payment within 7-10 business days, after the item has been received.
Please note: We cannot offer exchanges or refunds on SALE or DISCOUNTED PROMOTIONAL ITEMS.
How do I return/exchange my order?
If for any reason you wish to exchange or return your online purchase, please send it back to us with a copy of your completed returns sheet you received with your order.
Where do you ship?
We ship worldwide!
How much does shipping cost?
We offer free shipping in Australia.
Shipping to New Zealand is $9.95 AUD
Shipping to all other countries is $19.95 AUD
How do I know my size?
We have created a sizing guide, which can be seen here. Or if you are having trouble, email email@example.com and we can help you find your best fit!
What if the item I receive is faulty or damaged?
We inspect all items before they are dispatched and work hard to try and make sure all items are sold at a high quality. However if you have a concern with a faulty or damaged item, please email us at firstname.lastname@example.org so we can urgently review the matter for you!
What payment methods do All Fenix accept?
Currently we accept Credit Card Payments (MasterCard and Visa) and PayPal.
Has my order been shipped yet?
Once we have shipped your order, we will send you a tracking number so that you will be able to track the progress of your order.
How can I track my order?
Enter your tracking number here (http://auspost.com.au/track/track.html )
When will my order be shipped?
Your order will be shipped within 48 hours of submitting your purchase. Sale or discounted items will not be sent via express post and may take 2+ business days to arrive.
How long does delivery take?
For all metropolitan areas within Australia, you will receive your package the next business day after it has been shipped. Unfortunately, we cannot guarantee next day delivery during busy times in the year or for any sale/discounted parcels.
If your address is outside of the express post network, it may take 2-3 business days.
For international orders, delivery should take between 3- 10 business days.
Order are shipped within 24 business hours of payment being received. During sales periods or after public holidays, this may extend to 48 hours. Deliveries to regional and remote areas may take an extra 2 business days.
Is my personal information kept private?
Yes. We are committed to protecting your privacy and respect and uphold your rights under the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (Privacy Act). We ensure that we will take all necessary and reasonable steps to comply with the APPs and to deal with inquiries or complaints from individuals about its compliance with the APPs.
How can I remove my details from your mailing list?
To unsubscribe, simply click unsubscribe at the bottom of our newsletter email. We will be sad to see you go!
How can I contact you?
Contact us either on our contact page by filling out an inquiry form or by emailing us at email@example.com.
The item I want is out of stock. What now?
Send us an email and we’ll see what we can do!
How do I know it is safe to shop with you?
We value your privacy and work hard to ensure that your details are secured and never released to any other party. Learn how we keep your details safe on our privacy statement.