Ordering & Payment
What payment methods do you accept? We accept VISA, Mastercard, and American Express for online sales.
If you require an alternate payment method, please contact us on 02 9361 3213 between 10am and 5pm Tuesday – Sunday. How will I know my order has been accepted and when will I be charged? As soon as you click “submit order” an email confirmation will be sent to your specified email address. Your card will be charged when your order is ready, and you will receive a second email with tracking information for your package when it leaves our facility. You can view your order or tracking information at any time by logging into your Trilby Phoenix account and selecting “order history”. You will only be charged for the items that you have selected and the appropriate shipping charges for your order. How can I change or cancel my order? Please call us on 02 9361 3213 immediately after placing your order to make any changes. There may be some instances where we are unable to modify or cancel your order, we apologize for any inconvenience and will do our best to assist you. My item is backordered. What does that mean? We sometimes offer merchandise for sale that has not yet been received at our distribution center, or that has sold out and is being restocked. You can still order these items to reserve your preferred style. We will ship your item to you as soon as our supplies are replenished.
If you order backordered merchandise, you will see an expected ship date on the product page. If this date changes, we will contact you via email. Gift wrap options
Trilby Phoenix offers complimentary gift wrapping on all purchases. Gift wrapping includes the designer’s own packaging or case, housed within our own gift box. We use 100% recycled gift boxes which are lined with white tissue and sealed with our logo. All boxes are tied with gold ribbon.
To have your item/s gift wrapped, be sure to check the “Gift Wrap this item” box when processing your purchase. Price Adjustment Policy Trilby Phoenix reserves the right to alter merchandise pricing in accordance with market and currency fluctuations. Please note promotions or discounts cannot be applied retroactively to past orders.
