Shipping & Returns
We're confident that you'll be delighted with your order, but in case you encounter any issues, we're here to help. We gladly accept returns or exchanges of unworn, unwashed, unaltered, undamaged, or defective items in new, resellable condition, with all labels still attached.
You can initiate the return or exchange within 14 days from the date of delivery.
For any general questions or queries please see our FAQ page HERE or please email our customer service team at info@phxriseabove.com with any questions - we are here to help.
WHAT ARE YOUR CURRENT SHIPPING TIMES?
- We strive to get out all orders daily, in busy times this may vary. Please allow 2-4 days for warehouse processing time and 7-14 days for delivery with standard shipping.
- Please note if you order one of our limited edition pre-order products they're here for a limited time only
WHAT ARE YOUR LIMITED-EDITION PRE-ORDERS?
We have a limited stock of these items available for sale, and once they're sold out, we don't plan to restock them.
However, we do listen to our community, and if there's enough demand, we may bring back certain items. Feel free to voice your interest on our social media pages!
At times, our Limited items may only be offered through presale. This means they won't be immediately available in our warehouse when you make a purchase but will be shipped to you once they're ready. Please check the product descriptions for presale item shipping dates.
- Please note: If you purchase other items along with a presale item in the same order, your entire order will be held until the presale item is ready to ship.
HOW MUCH DOES SHIPPING COST?
- All orders over $200 receive free shipping
- Our standard shipping is $8 with an estimated transit time of 2 to 8 business days
MY PARCEL HAS NOT ARRIVED, WHAT DO I DO?
We understand how exciting it is to get something you’re looking for to. Please follow the below process and we will make sure it’s resolved.
- Check your nominated email to make sure you’ve received a dispatch notification email
- Click on your tracking number to check the current status of your order.
If you’re still not able to track your order, please email us as info@phxriseabove.com and we will get to the bottom of it for you.
WHAT FREIGHT SERVICE DO YOU USE?
After our dedicated warehouse team carefully prepares your order, it's handed over to Australia Post for delivery straight to your doorstep or nominated shipping address.
WHERE IS MY ORDER BEING SENT FROM?
All orders are shipped from Phoenix HQ in Brisbane Australia.
HOW OFTEN DO YOU DISPATCH ORDERS?
We make every effort to dispatch orders daily, typically within one business day of your order placement.
However, unforeseen events like supply chain disruptions or a surge in orders may occasionally extend our dispatch time.
If you have any concerns or questions about your order, please don't hesitate to reach out to us via email info@phxriseabove.com
CAN I PICK UP MY ORDER?
Regrettably, due to our operational nature as a warehouse, we are unable to accommodate visitors. If you have any inquiries or require assistance, please feel free to contact us via email info@phxriseabove.com
CAN I RETURN MY ORDER?
We want to make sure you love your new Phoenix.
If for some reason you're not 100% happy, your order can be returned within 14 days of your delivery date as long as your products are unwashed, unworn and undamaged in their original packaging for a store credit or exchange.
If any product you have received is damaged or faulty, send us an email at info@phxriseabove.com with your order number along with photos of the fault/ damage so we can sort it out ASAP!
We can offer a store credit on all sale purchases.
HOW CAN I RETURN MY ORDER?
Please contact our customer service team at info@phxriseabove.com on how to return your order, and we will get this resolved straight away for you.
Please note any change of mind, wrong size orderd or wrong colour may include a restocking & handling fee of $10.
HOW LING DO I HAVE TO RETURN MY ORDER?
You order must be retured within 14 days of receiving your item.
Please note we cannot allow international returns/exchanges.
WHAT IF I HAVE WASHED MY SHIRTS CAN THEY STILL BE RETURNED?
We're sorry, but once your shirts have been washed, we can't accept them for returns. To be eligible for a return, the product must be in NEW and unwashed condition with the original tags still attached.
WHAT HAPPENS IF MY PRODUCT DOESN'T FIT?
No problem at all. Please email us at info@phxriseabove.com and we will get this sorted for you.
I RECEIVED THE WRONG ITEM, WHAT DO I DO NOW?
Oh no! We're sorry, our warehouse team would have been working around the clock to get all daily orders out in time. Not to worry, we will make this right, please email us at info@phxriseabove.com and our customer success team will get this resolved.
HOW LONG WILL IT TAKE TO PROCESS MY RETURN?
The processing time for your return may vary depending on your location. Generally, it can take anywhere from 2 to 15 business days for your return to reach us once you've handed it over to the courier. Once we receive your return, we'll promptly process your exchange.
We'll keep you informed through email at every step of the process. If you have any questions during the return process, please don't hesitate to contact us at info@phxriseabove.com
I ACCIDENTALLY ORDERED THE WRONG PRODUCT, CAN I CHANGE IT BEFORE IT IS SENT?
Mistakes happen to the best of us! If you've accidentally ordered the wrong product, don't worry. There is a brief window of opportunity where we can make changes.
As soon as you notice the mistake, please send an email to info@phxriseabove.com and we will do our best to assist you in updating your order.
If your order has already been dispatched by the time you realise the mistake, please email us so we can organise an exchange. We're here to help!
CAN I ADD AN ITEM TO MY ORDER ONCE I HAVE PAID FOR IT?
We understand that sometimes you may need to add an item to your order. There's a short timeframe during which we can accommodate this request.
As soon as you realise you need to add an item, please send an email to info@phxriseabove.com and we will do our best to assist you in updating your order.