Shipping and Returns
When can I get my items?
Our mission is to post your item as quickly as possible! Items will be shipped within 48 hours of purchases made during our business days, and the following Monday for purchases made Fri-Sun. Please allow 1-2 weeks from the date of purchase. Depending on Australia Post and/or courier, delivery times may vary. If you order more than one item, your purchase may be split into separate parcels. Delivery times in some areas may be impacted by COVID, which may be beyond our control.
Custom made products such as Bespoke Physie Dolls, Tutus and Headpieces will be shipped within 2-4 weeks from the order date. Any other items purchased within the same order will be withheld and dispatched at the same time as the custom made order.
If you select the 'Authority to leave' option, your parcel will be left at the front door of the property or in a safe location if possible. No signature will be required. When this option is selected, the customer is assuming responsibility of the safe delivery of the parcel.
If you would like to sign for your purchase, please select regular Parcel Post or Express Post. If you are not home for delivery, your parcel will be taken to your nearest Post Office for collection
Can I get tracking or express post?
We do not accept responsibility or liability for purchases which are lost in the post. Your order may be fulfilled via Australia Post or a courier of our choice. You will be able to select either regular or express shipping. Items within you order may be fulfilled separately. You will be sent a tracking number. When making a purchase under $10 you will be provided with a cheaper shipping option that does not include tracking. Please ensure your shipping details are correct at the time of ordering. We do not accept liability if you enter the incorrect address when ordering.
What if goods are damaged?
Please open and examine all of your purchases when you receive them. In the unlikely event that you receive items that have been damaged in transit, please contact us within 48 hours of receiving them so that we can organise a refund or an exchange for you.
Exchanges and returns
Can I exchange my items?
For change-of-mind purchases or if you are unhappy with the colour, size or style of the item you received, you can return your items and receive a store credit which you can use to purchase equivalent value items that are available for sale on our website. We cannot guarantee supply of any particular stock item. Stock is available until sold out.
All goods returned must be unworn, undamaged, unused, and free from wear, stains, odours or any condition that would prevent the item form being sold as new. If your return is soiled with make up or odours or marked in any other way, including the inner lining, it will not be accepted for return.
Bespoke Physie Dolls and Tutus are not eligible for exchanges or refunds due to change-of-mind, as they are custom made original products.
Due to health and hygiene reasons, we will not accept hosiery/footless tights for change-of-mind exchange, unless they are still in their original unopened packaging.
If making an exchange, you must return the original items at your expense within 7 days from the date you received them. Contact us via email before returning the item. In the email, please provide as many details as possible, including the order number and the item details. Items must be posted back within 72hrs after the email contact, using Auspost Parcel Post or Express Post (to enable tracking), unused, with original packaging and tags in place. If your items does not have the tags in place or original packaging it will not be accepted for return. Once we receive your items and accept them for return, we will issue you with a store credit for the items purchase price. Store credits must be used within 6 months. You will be able to use this store credit to re-purchase the colour/size you need, or use it to purchase any other goods from the Physie Shop.
Can I get a refund?
We do not offer refunds unless items are faulty or damaged upon receipt. All items are thoroughly inspected before being sent to ensure a high level of quality. In the unlikely event that your items are faulty please contact us within 48 hours of receiving them to discuss the issue. If a refund is offered, it will be via the same payment method as the original purchase. Refunds are not available for digital downloads. We do not offer refunds for change-of-mind purchases or if you are unhappy with the colour, size or style of the item you received. Refunds are not available on gift cards.