COVID-19 update: while it is always our aim to minimise impact to customers, given the unprecedented impact of Coronavirus, there have been some temporary service interruptions.
Stella Phoenix has stringent quality control and safety practices to keep our staff and customers as safe as possible. We are still currently meeting our order processing time of 24-48 hours, however there are worldwide shipping delays and cancellations which are detailed below.
We are shipping orders worldwide, with the exception of Burundi, Bermuda, Brunei, Bahamas, Bhutan, Botswana, Belize, Columbia, Cuba, Djibouti, Ecuador, Western Sahara, Fiji, Grenada, Honduras, India, Jamaica, St Kitts and Nevis, Kuwait, Cayman Islands, Laos, Lebanon, St Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldovia, Montenegro, Madagascar, Myanmar, Mongolia, Mauritania, Maldives, Nambia, New Caledonia, Nicaragua, Peru, French Polynesia, Papua New Guinea, Philippines, Paraguay, Rwanda, Sudan, St Helena, Somalia, Suriname, Swaziland, Chad, Tunisia, Trinidad and Tobago, Tuvalu, Uganda, Vanuatu, Wallis and Futuna, Somoa, South Africa and Zimbabwe.
Customers from these locations are still welcome to order and we will hold on to their parcel until such time as the COVID-19 shipping restrictions are lifted.
COVID-19 has caused a global reduction in flights. Subsequently, all other locations are likely to have some shipping delays, including express post in Australia. If you are shopping for special occasions that are time sensitive, please ensure you order as soon as possible to avoid any potential delays.
Given the fluid nature of this situation, we’ll continue to update you as advice evolves.
We thank all of our customers for their understanding and support during this time.
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.