FAQ

I have a question. Can I talk to someone?

Absolutely. We are always happy to help you over the phone. Please call us on 02 9356 3030.

What about shipping?

We ship all over Australia as well as internationally. Within Australia we use Express Post via Australia Post and aim to have your item/s to you the next day. Please understand that this is subject to stock availability.

Internationally shipping is a flat rate $50.00 for Express International Post.

If you would like to arrange an alternative method of delivery, or you have further questions, please phone us on 02 9356 3030 or email us at info@trilbyphoenix.com.

Methods of Payment

We accept Visa, MasterCard and American Express online.

At our showroom we accept Visa, MasterCard, American Express, EFTPOS and Cash.

Please not Trilby Phoenix does not accept cheques of any kind.

Are my details secure?

Trilby Phoenix takes every possible measure to ensure the security of your details. Your information is directed through Secure Socket Layer (SSL) technology directly to the banking system and then immediately disposed of when the transaction is complete.

Product availability

We always aim to deliver from stock. In the unlikely event that there will be a delay or the item is out of stock, we will always do our best to give you an accurate estimated delivery date for your order.

How can I track my order?

You will receive an order confirmation once your order has been successfully processed. In addition, a shipping confirmation e-mail will be sent once your order has been dispatched and this confirmation will also include a consignment/tracking number.

How can I cancel my order?

Please be advised that once your order has been processed and entered the dispatch process, we are unable to make any modifications to the order including, but not limited to, cancellations.

What is Pre-Order?

Throughout the site we offer high demand items on a pre-order basis so customers wishing to purchase sought after items can secure their purchase. Pre-Order means that the item is paid for at the point of order and prior to the item arriving in-store.

All pre-order items are clearly marked throughout the site. We will always advise an expected delivery date on each item although, we do ask you to allow 2 weeks either side of this date to allow for unforeseen circumstances, such as shipping delays.

All such orders are dispatched within 24hours of arriving into stock using your chosen shipping method.

Returns

We do not give refunds if you:

• simply change your mind, or

• make a wrong decision.

You can choose between a refund, exchange

or credit where goods:

• are faulty

• have been wrongly described

• are different from a sample shown to you, or

• do not do what they are supposed to.

Please retain your receipt as proof of purchase.

Do you offer Gift Wrapping?

If you would like your item gift wrapped, please let us know.

Each item will be wrapped in tissue paper and presented within a gift box, with your message included at no extra charge.

Can I purchase a Gift Certificate?

We are very happy to assist you with gift certificates over the phone. Please contact us on 02 9356 3030.