Shipping & Returns

RETURNS

Distal Phalanx does not accept change of mind returns or exchanges. 

To comply with local legal obligations 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 or if 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 2 business days of receipt.

FREE LOCAL PICK UP 

This option is available at checkout, and pick up is from our 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.

SHIPPING

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. 

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 sent via 'Standard Post' or Express / Priority Post' are shipped via Australia Post with online tracking provided 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 order fulfilment is confirmed.

International orders ent via 'Courier' are shipping via either Fed Ex or UPS with online tracking provided.

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.

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. 

If you refuse to pay the taxes and duties payable by the destination country your parcel will be returned to us. Under these circumstances we will not issue a refund. 

In the case where Australia Post is unable to deliver a package due to an incorrect address, 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 reshipping 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