Shipping & Returns

Distal Phalanx does not accept change of mind returns or exchanges. 
Distal Phalanx will only accept a return or exchange if you contact us within seven days of receipt of your order and there is a major problem (as defined by the ACCC) with the item(s) received is/are not the item(s) listed on your order. 
On a case by case basis we may offer a change of mind exchange or return for store credit (no refunds) but you need to contact us via distalphalanxshop@gmail.com to confirm this PRIOR TO placing your order and goods must be returned to us within 7 days of receipt. This may not be offered after you have placed or received your order. 
This option is available at checkout, and pick up is from our Naarm/Melbourne shop located at 603/37 Swanston Street (level 6, suite 3 in the Nicholas Building).
You will receive an email from us when your order is ready for pick up.
We would appreciate it if you picked your order up within 7 days. 
PLEASE NOTE: We will contact you when pre order / made to order items are ready for pick up.
All flat rate shipping fees are listed in Australian dollars and can be tracked online via the Australia Post website.
Shipping in Australia:
Free standard shipping on all orders over $350. 
$10 - Standard Post. 
$12 - Express Post. *Recommended*
New Zealand shipping:
Free standard shipping on all orders over $350. 
$15 - Standard Post. 
$35 - Express Post. *Recommended*
International shipping (all other countries):
Free standard shipping on all orders over $600. 
$25 - Standard Post.  
$40 - Express Post.*Recommended*
Orders are dispatched Wednesday-Saturday. Order by 3pm on one of these days for same day dispatch. Orders placed Sunday-Tuesday will be shipped Wednesday.
All orders are shipped by Australia Post (we are working to offer you more options soon).  If you would like your order sent via courier (eg. UPS, DHL, FedEX etc) please email us at distalphalanxshop@gmail.com with the items you would like to purchase, preferred courier and delivery address and we can arrange a quote for you. 
Orders are dispatched from Naarm/Melbourne, Australia. 
From time to time made to order pieces are fulfilled from the designers location (eg. Melbourne, Australia). 
To guarantee delivery we recommend your parcel be sent to an address where there will be someone to receive it between 9am - 5pm.
Distal Phalanx is not responsible for unexpected shipping delays caused by circumstances such as severe weather or natural disasters. Similarly, we are not responsible for delays caused by circumstances related to the courier itself, such as clearance delays. 
Domestic Orders
All domestic orders are shipped via Australia Post. Delivery times vary depending on the destination postcode. You have the option to select either regular or express shipping at checkout. You are able to track your parcel via the Australia Post website with a unique tracking number provided to you at the time shipment is confirmed.
International Orders
All international orders are shipped via Australia Post with online tracking and no signature required on delivery.
You are able to track your parcel via the Australia Post website with a unique tracking number provided to you via email at the time shipment is confirmed.
When orders shipped internationally reach your destination country, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates. Distal Phalanx is unable to anticipate taxes applied by the destination country’s Customs Office. Any additional taxes, fees, tariffs, import duties and surcharges levied by destination countries are the sole responsibility of you, the customer.
Distal Phalanx cannot determine the amount, if any that will be charged, therefore we encourage you to check with the Customs Office in the destination country to ascertain any additional charges prior to purchase.
If you refuse to pay the taxes and duties payable by the destination country your parcel will be returned to us at your expense and we will be forced to charge you the return fees incurred from the refund of the original purchase price.
From time to time shipments can be held with customs until the recipient pays any taxes and duties payable, therefore please ensure a correct contact phone number is provided at checkout when you place your order. 
Failed Deliveries & Returned Packages
In the case where Australia Post is unable to deliver a package due to an incorrect address, the customer’s refusal to pay duties, multiple failed attempts to reach the customer at point of delivery, or otherwise, Distal Phalanx is not liable for payment of return shipping costs levied by the courier (which includes any unpaid customs or taxes.). In addition to this, Distal Phalanx is not responsible for any fees incurred upon re-shipping merchandise to the customer. In cases such as these, the customer is responsible for all shipping costs associated with returned packages due to failed delivery.
Lost or stolen packages
Once we have lodged your package with Australia Post, we are not responsible for lost or stolen packages. 
If you have any questions or require clarification please do not hesitate to contact us via email, distalphalanxshop@gmail.com

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