Shipping & Returns


We are required to automatically charge and withhold the applicable GST for orders to be delivered to addresses within Australia. Each customer shall be solely responsible for all sales taxes, or other taxes, on orders shipped to any state or country.


Shipping Methods

Standard Post, Express Post, Courier where required and Pickup in store.


Delivery Policy

After ordering online, you will receive an email confirmation from Phoenix Embroidery containing your order details. We will normally confirm receipt of your order within a few minutes of ordering. We will send your goods via Australia Post or Courier. If you wish to query a delivery please use the contact us tab.


Permission to Return and to Receive Credit

Stock Merchandise - We will accept return of merchandise ONLY IF IN SALEABLE CONDITION and notification is within 7 days of receipt .We will Issue Credit to your account or Credit Card in Australian dollars. For unwanted merchandise the cost of return shipping shall be the responsibility of the customer.

Custom Merchandise - Due to the customised nature of these products we do not offer any exchange and/or refund unless the return is a result of our error (you received an item that does not corespond with your invoice details or you received a faulty item, etc.). In the unlikley event that you need to return an item, due to it being incorrect or faulty please contact us with your order number and details about the product you would like to return. We will respond asap with instructions for how to return incorrect or faulty items from your order.


Damaged or Incorrect Merchandise

We will, upon your request, replace any merchandise that is received in damaged condition or as a result of a picking error. No material will be accepted or replacements issued without prior approval to return such merchandise. Filing of claims will be our responsibility.


Return of Goods

Goods may only be returned in accordance with the Terms and Conditions, and you should therefore very carefully review any order for goods and services proposed to be placed by you using this website before it is placed.

In the event the Company agrees to accept goods for return that are not damaged, oversupplied, incorrectly supplied or defective, the Company may charge a fee for the return of such goods.


Cancelled Orders

In the event the Company agrees to you canceling or deferring an order placed by you using this website in accordance with Clause 6 of these Terms of Use, the Company may charge a fee for the cancellation of such order.