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FAQs

COVID-19 (CORONAVIRUS) FAQ
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Is it safe to shop from your site? 
We are operating in line with advice from the World Health Organisation and the local authorities. We constantly make sure that all appropriate health and hygiene standards are adhered to.
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Will the delivery of my order be delayed?
Australia Post is experiencing domestic and international delivery delays due to COVID-19. They are working with partner airlines and other postal operators to move items as quickly as possible. However due to the ever-changing situation, delays may occur in all destination countries. Click here for a list of known delivery domestic and international delays.
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So your online store will continue operating during this time, but is your physical shop in Sydney open? 
Yes we are. Opening hours at the moment are Tuesda -Saturday 12-4pm.
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Are you offering kerbside collection / local pick up? 
Yes. Further details can be found here.
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Stay safe,
Danielle 
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FREQUENTLY ASKED QUESTIONS (FAQ)
 
What forms of payment do you accept?
We gladly accept Visa, MasterCard, American Express, Shopify Pay, Apple Pay, Google Pay, Afterpay and payments can also be made via PayPal express checkout. Your payment option is selected during the checkout process.
 
How can I change the site currency?
The site is set to display prices in Australian Dollars (AUD) by default.

But you are also able to complete checkout in the following currencies when using the payment gateway on our web store:

British Pound
Canadian Dollar 
Euro 
Hong Kong Dollar 
Japanese Yen 
New Zealand Dollar
Singapore Dollar
US Dollar
 
Payment via credit card or debit card: To checkout in a currency other than AUD just click on a currency listed above or from the 'Currency' dropdown on the navigation bar. The prices on our web store will now be listed in the selected currency, and checkout completed in the this currency when using the payment gateway on our website. 

Payment via Paypal or Afterpay: If you select Paypal or Afterpay as your payment method these are processed in AUD. So your order total will be converted to AUD (using their current currency exchange rate). 

Do you offer layby?
Currently we don’t offer layby via the online store. If you email distalphalanxshop@gmail.com expressing interest in starting a layby with us, we would be more than happy to discuss this with you. A 30% non-refundable deposit is required to commence your layby and you have 4 calendar weeks to pay off the balance (2 calendar weeks for sale items), including any shipping fees. We are more than happy to offer you the above layby terms if you visit us in store.

We also offer Afterpay to Australia and New Zealand based customers. You can read more about Afterpay here
 
Where does Distal Phalanx fulfill orders from?
All orders are shipped out of Sydney, Australia. Some made to order items are shipped directly from the designers. 

What if I need to make a change to my order regarding address, shipping methods, or the order itself?
Changes cannot be made to an order once it has been placed and submitted. In situations where you may have entered the wrong address, shipping method, or there is a product discrepancy, contact us as soon as possible at distalphalanxshop@gmail.com quoting your order number and we will do our best to help. Remember, before submitting your order please carefully review all cart items, payment and shipping details entered.
 
Does Distal Phalanx ship to multiple addresses?
Unfortunately we are unable to ship to multiple addresses. If you need to send items in your order to different addresses, i.e. for a gift, we suggest you place a separate order for each item. We hope this doesn't cause too much inconvenience.
 
Will I be taxed?
For domestic (Australian) orders, GST is included in the listed product price.

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. For more information in relation to shipping please go to our Shipping & Returns page. 

What happens if an item I’ve ordered is actually unavailable?
As we cannot guarantee availability, if an item in your order becomes unavailable or delayed, we will immediately notify you by email or telephone and a refund will be issued if required.
 
What should I do if something is wrong with my order?
If you received the incorrect item, or if something is missing from your order, we would like to firstly apologise. Please email us within seven business days of receipt of your order at distalphalanxshop@gmail.com and we will resolve the error as a matter of urgency. If you believe you have received a defect item please email us at distalphalanxshop@gmail.com within seven business days of receipt of your order along with pictures and details of the said defect.
 
Does Distal Phalanx have any online promotions?
We do from time to time. The best idea is to follow us on Instagram (@distalphalanx), like us on Facebook and subscribe to our newsletter to be kept informed with regards future events and promotions, some of which are exclusive to subscribers.
 
Where are your store locations?
Distal Phalanx has one store located in Sydney, Australia. The address is 1/204 King Street, Newtown. Opening hours are Wednesday-Friday 11am-6pm and Saturday 11am-5pm . If for some reason these hours change, a notification will be posted via our Instagram (@distalphalanx). We’ve made the decision as of Monday, 16 March to temporarily close our Sydney store in response to the evolving COVID-19 situation.

Can’t find what you’re looking for? Please don’t hesitate to email us distalphalanxshop@gmail.com if you have further questions.

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