Shipping & Tracking
How will my order be shipped and how much will it cost?
Most orders ship out within 24 hours. We do not ship on Saturdays, Sundays, or holidays. Please see below shipping methods for details:
Standard Shipping - Domestic
This is standard on all domestic orders and costs a flat rate of $12.00
This service is provided by Australia Post Platinum Express on a next business day delivery basis. You will receive a tracking number for your shipment, and will be required to sign for the parcel when it arrives. If you are not home at delivery time, you will find a card left under your door. You can then retrieve your package from the post office indicated with photo identification.
Standard Shipping - International
Trilby Phoenix ships worldwide. This service is provided by FEDEX and costs a flat rate of $60.00. You can expect to receive your package within 7 working days in most cases, and you will receive a tracking number so that you are able to monitor the progress of your delivery. You will be required to sign for your parcel and provide identification. Please note Trilby Phoenix takes no responsibility for delays to international deliveries after the time they leave Australia, or for damage in transit. All items are carefully checked and packaged prior to dispatch. Any additional duties or taxes assessed by customs are the responsibility of the customer. Insurance for large orders and expedited services can be arranged if required. Please contact customer service at international@trilbyphoenix.com.au. All orders will be transacted in Australian Dollars by your credit card company upon completion of your purchase, and then converted to your local currency. Totals shown during checkout are represented in Australian dollars and may not depict the final amount charged in your local currency after conversion. Totals shown include GST but exclude any taxes, duties, levies or tariffs that may be imposed outside Australia. Trilby Phoenix reserves the right to cancel an order if shipping is unavailable to a particular location.
How will I know when my item has shipped?
You will receive a confirmation email and invoice initially, followed by an email with tracking information once your parcel is dispatched. You can also log into your Trilby Phoenix account and view your Order History for parcel information. Information about backordered items will arrive in a separate email if the advertised ship date changes.
If I have a question, can I speak with someone?
Between the hours of 10am and 5pm Tuesday – Sunday, you can reach a customer service representative on 02 9361 3213 who can assist you with your enquiry.
