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Shipping & Returns

RETURNS
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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 to confirm this PRIOR TO placing your order. This can not be offered after you have placed your order or received your order. 
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FREE LOCAL PICK UP 
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This option is now available at checkout.
Pickup is available Tuesday-Saturday 12-4pm.
Please maintain physical distance. 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.
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SHIPPING
All flat rate shipping fees are listed in Australian dollars and can be tracked online via the Australia Post website.
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Shipping in Australia:
Free standard shipping on all orders over $300. 
$10 - Standard Post. 
$12 - Express Post. *Recommended*
 
New Zealand shipping:
Free standard shipping on all orders over $300. 
$15 - Standard Post. 
$30 - Express Post. *Recommended*
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International shipping (all other countries):
Free standard shipping on all orders over $400. 
$25 - Standard Post.  
$40 - Express Post.*Recommended*
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Orders are dispatched Tuesday-Saturday. We aim to dispatch orders within 24hrs.
More information can be found on our Shipping & Returns page.
All orders at the moment are shipped by Australia Post (we are working to offer you more options soon).
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COVID-19 DELAYS
Australia Post are experiencing delays due to COVID-19 and high volumes of parcels in their network. 
Currently there are known delivery service delays to many countries, territories and regions.
Please check here for the latest updates regarding current delays.
We are working on offering you additional delivery options at checkout.
In the meantime if your shipping address is outside Australia we will get in touch with you regarding any
quicker shipping options with other carriers (Fedex etc.) and details of any additional costs payable if you choose this option.
Thanks for your understanding <3
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Orders are dispatched from Sydney, Australia. 
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From time to time made to order pieces are fulfilled from the designers location (Melbourne, Australia). 
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To guarantee delivery we recommend your parcel be sent to an address where there will be someone to receive it between 9am - 5pm.
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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. 
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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.
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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. 
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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.
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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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