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By providing your email address during the order process you are consenting to us contacting you about your order. This includes updating you on the progress of your order, contacting to resolve issues with your order or following up with you if your order is incomplete.
Please choose your purchases carefully as Stella Phoenix does not accept returns or issue refunds for change of mind, natural wear and tear or incorrect sizing.
We provide a comprehensive size chart on our website to help you choose the correct sizing. Please refer to our size chart prior to making a purchase as we are unable to exchange sizes due to limited stock availability.
Stella Phoenix takes reasonable steps to ensure that the products we supply correspond closely to the samples and images on our website, social media and in our lookbooks. Due to variations in production runs, computer monitors, device screens, printing colour differences and natural imperfections in fabrics (especially natural fibres) there may be slight variations in colour, embellishment, pattern or construction from time to time. Stella Phoenix is not liable for these differences and will not accept returns on this basis.
Stella Phoenix has stringent quality control processes to ensure the quality of our products, including two separate quality control checks. It’s therefore highly unlikely for a customer to receive a faulty product. It is your responsibility to check the product immediately upon delivery, but in any case within at least 30 days, and advise us of any faults or damage so that we can resolve the issue for you.
If you have received a Product with a fault, damage or defect, please contact us immediately at [email protected] and provide evidence of the fault, damage or defect along with proof of purchase.
The faulty Product must be returned to us prior to us processing your exchange or refund.
To return the Product to us, please arrange to post the Product to us by registered post so that the Product can be tracked. In the event the Product is deemed to be faulty, damaged or defective, we will refund your return postage costs, so please keep your receipts. We won’t refund return postage costs of products that aren’t faulty, damaged or defective.
If the Product is confirmed to have a major fault, we will repair (if possible), exchange or provide a refund for the Product to your original payment method, as elected by you.
If the Product has a minor fault, we will offer a store credit if a replacement is not available due to stock limitations or a full refund at our discretion.
Please allow up to 10 days for the refund or exchange to be processed.
Nothing in this clause is intended to exclude any of your statutory rights as a consumer under Australian Consumer Law.
All garments have a care label and care instructions are also available on our website. Customers are responsible for following the care instructions correctly. Stella Phoenix will not accept return of items where damage has occurred due to incorrect cleaning or care.
Stella Phoenix generously provides free express shipping on all orders delivered within Australia totalling more than AUD $150. For orders totalling less than this amount, a flat rate of $10 will apply for express postage.
Stella Phoenix generously provides free standard shipping on international orders totalling more than AUD $200.
For orders totalling less than this amount, the following flat rates will apply for standard postage:
NZ: AUD $15
Asia, USA and Canada: AUD $20
Rest of World: AUD $25
Stella Phoenix uses third party courier companies and mail carriers to deliver customer orders. Each company has their own terms, conditions and processes which are outside of our control. Parcels are delivered according to the terms and conditions of the selected courier or carrier. Stella Phoenix is only responsible for your parcel up until the point it leaves our physical care. All risk in the Product shall pass to you upon delivery.
It is your responsibility to take care when opening the Product or packaging so as not to damage it. From the time when risk passes to you, we will not be liable for loss or damage to the Product except as otherwise provided below.
A person must be available at the specified shipping address to sign for delivery. If the courier company allows, you may grant them authority to leave the Product at a designated area (for example, at the front door) when placing your order. If you do, you understand and agree that this authority gives us and/or our couriers permission to leave the Product unattended at the place specified by you without obtaining a signature confirming delivery. In such circumstances, you understand and agree that by granting authority to leave the Products, we and our couriers are released of all responsibility and liability for the Products delivered and left unattended, and that this responsibility and liability transfers to you upon delivery.
Customers will receive an email confirming who is managing the delivery of their order, along with a tracking number. If your parcel does not arrive as expected, your first port of call is to contact the courier company or mail carrier, quoting your tracking number. If unresolved to your satisfaction, please make contact with us as a second step.
Stella Phoenix is not liable for delays or failure in delivery for circumstances that are outside our reasonable control (including third party policies and processes). For example, error or omission by courier companies/mail carriers or customs/importation processes. We are also not liable for delivery issues associated with limited access to the property or inaccurate/incomplete contact/address information provided by customers.
Delivery timeframes are approximate and provided as a guide only. Actual delivery times will depend on the courier service and your location.
Orders will be posted by us within 2 business days of the order being placed on our website.
We use Express post. Once shipped, please allow 1-3 days for Australia Post to deliver your order.
Rest of World
International deliveries will be sent via DHL and may take 7-14 business days depending on where you are located.
We recommend our customers make adequate time allowances for shipping delays when ordering to avoid disappointment. If your order is urgent, please email us at [email protected] prior to ordering.
The order price does not include or cover any applicable importation charges, taxes and duties for customers in the country where the order is to be delivered. The customer is responsible for such taxes and duties. Stella Phoenix has no control over customs or importation processes specific to each destination. We are not liable for customs delays or non-delivery of items due to customs policies and processes.
We reserve the right to refuse any order placed with us for any reason, at our sole discretion. Only approved Stella Phoenix wholesalers are permitted to wholesale our product. All orders placed with Stella Phoenix are for domestic use and products must not be resold unless previously organised. If you wish to wholesale our product, please apply to wholesale here: https://www.stella-phoenix.com/wholesale/ Wholesalers are agreed at the sole discretion of Stella Phoenix and we reserve the right to revoke our wholesale agreement at any time, for any reason.
This contract is governed by the laws of Queensland, Australia and the Commonwealth of Australia and such other laws which are applicable in the country where the consumer is resident.
Stella Phoenix puts a lot of effort into providing a personalised service to our customers. If you have any questions or feedback please email us at [email protected] as we love hearing from you.
Please also email us if you have a complaint. We will endeavour to respond to your complaint within 5 business days of acknowledging our receipt of it. If you submit a complaint and do not receive a written acknowledgement, please contact us again to double check it has been received.
We pride ourselves on the quality of our customer service and will make every reasonable attempt to resolve a problem or complaint to the mutual satisfaction of all parties.
In the event that you are dissatisfied with the outcome of your complaint, you may refer the complaint to the Office of the Australian Information Commissioner.
From 2019 onwards, all new Stella Phoenix pieces come with a certificate of authenticity. Each certificate will have a tracking number and other security features to prevent certificate fraud. If you receive your new item without a certificate of authenticity, or you suspect you’ve received a fraudulent item and certificate, please email us immediately at [email protected]
Please note that any suspected copy or fraud of our products, certificates, branding or IP will be referred to law enforcement agencies and vigorously pursued.
Please ensure you keep your certificate safe. If you decide to apply to ‘sell back’ your items in our pre-loved program, you will be required to provide it.
Stella Phoenix offers domestic customers the opportunity to ‘sell back’ their pre-loved Stella Phoenix items in exchange for a store credit that they can use to purchase new items from our range. Our pre-loved #sharethelove program has been introduced to support ethical fashion choices and give customers the opportunity to love our items again!
To participate, customers are required to upload images and a description of the item for our review. Uploading an item is not a guarantee that we will buy it back. Stella Phoenix can refuse to buy back an item for any reason, at our sole discretion, including but not limited to, oversupply of a particular item, the condition of the item is not conducive to re-sale and/or customer demand for an item.
If an item meets our re-sale requirements, Stella Phoenix will ask the customer to return the item to us via registered mail so we are able to complete quality control checks before agreeing to buy it back. This is for the health and safety of all customers. If the item passes our quality control check, and we agree to buy it back, we will refund the initial return mail or courier cost of the item upon customers producing a receipt. If an item doesn’t pass our quality control checks, Stella Phoenix will return the item to the customer. We will not refund initial return mail or courier costs to customers where items are refused or where the customer is unable to produce a receipt to verify mail or courier costs.
The value of the store credit that will be offered to customers in exchange for their pre-loved items will depend on the item, its condition, customer demand and is determined at the sole discretion of Stella Phoenix. Customers are welcome to refuse an offer and Stella Phoenix will return the item to the customer at our own cost. Where a customer refuses a store credit for a pre-loved item, Stella Phoenix won’t refund their initial return mail or courier costs.
For health and safety reasons, pre-loved items will be washed by us according to the label cleaning instructions before re-sale, however it is recommended that customers purchasing pre-loved items also wash before wearing. It is the customer’s responsibility to follow our pre-loved care and cleaning advice.
Customers participate in our pre-loved program with the full understanding that Stella Phoenix maintains sole discretion over the final RRP of pre-loved items, that we are entitled to re-coup the costs of facilitating the program, and there is no further compensation owed outside of the agreed “sell back” price.
Customers who purchase items from our pre-loved section are welcome to re-apply for buy back after a period of 6 months. Agreement to buy back again will be subject to these terms and conditions, which may change from time to time.
Given our stringent quality control processes, it is highly unlikely for a customer to receive a faulty pre-loved item. If you believe your pre-loved item is faulty, please refer to our purchasing and returns info for further information.
Please note: items from the 2019 ‘Imagine’ collection onwards will only be bought back if they are accompanied by an original Stella Phoenix certificate of authenticity. Please see the certificate of authenticity section for more information.
The #sharethelove program is only available to domestic customers. Stella Phoenix will not buy back wholesale items or Stella Victoire items. If a customer bought a Stella Phoenix item from one of our approved stockists, they will be required to produce a receipt to verify their purchase. Items cannot be bought back for ‘cash.’
Stella Phoenix may choose to offer samples for sale at a discounted price. These items may have been worn and may also have minor faults or defects. The known faults or defects will be disclosed to the customer prior to purchase, however the customer accepts that there may be other faults or defects unknown to us. The customer purchases the product knowing it may not present or perform to the standard of a new, full priced garment. Stella Phoenix is not liable for the faults and defects on sample items and will not accept returns.