All orders are sent using Australia Post registered post and come with reliable email tracking. 

• Free delivery on orders over $150* (excludes bulky goods).
• Standard Domestic Shipping - $10.

Delivery time: from 2-5 days for NSW, and other states 3-6 days.

**EMBROIDERY: If your item is being embroidered, please allow an additional 5 business days from the time the
order is placed.

• Express Domestic Delivery - $15.
• Same Day Delivery – from $20-$50, depending on your location. This service is offered for addresses up to 25kms from our warehouse in Homebush NSW.

Delivery time: between 1-2 business days for Metro and 2-4 business days for Regional and Rural.

Toy Baskets:

• Flat-rate delivery of $15 to metro and regional addresses in Australia.
• For Express, a flat rate of $25 will be charged.  

• Orders over $150* – Free (*excludes bulky goods).
• Standard Shipping - $30 flat fee for worldwide delivery.

Orders are shipped with Australia
Post, with zoning determining delivery estimates.

Zone 1 – New Zealand can take 3-5 days.

Zone 2 – Asia, Western Europe, North America and the Pacific can take between 3-10 days.

Zone 3 – Rest of the World can take up to 14 days.

Once your package has been shipped (up to 48 hours after you place your order) you will
receive an email confirming this with a tracking link and an estimated delivery time-frame. This will give you an idea of how long parcels typically take to travel the route of your parcel. It's important to know that this is not a guaranteed delivery date.

If your item has not arrived within 2 business days from the last day of the ETA window, please contact us to check on its whereabouts. Please note that once a parcel has arrived in its destination country, the local postal authority for that country will deliver it, so the final delivery date will be subject to them.

We recommend contacting your local customs office for information on any possible customs and duties refunds that you may be eligible for within your country. 

If any applicable duties and taxes are not paid, the order will be returned to Philé.

A refund will be processed back to the original form of payment, minus a return
fee and any custom charges paid to receive your order. 

Things don’t always go to plan. If you change your mind for any reason within 30 days of receiving your online order, we offer returns for all items subject to the below conditions. Sale items are eligible for a return to gift card only.  All items must be in original condition, unworn and unwashed, with the original tags attached. 

We do not accept returns on items that have been personalised unless the item is faulty.

• FAULTY: 
If you believe your item has a fault, please contact our Customer Service team with your order number and images of the fault. We classify an item as faulty if it has arrived damaged, or if a fault has occurred within 6 months from the order date. Damage outside of 6 months, is considered normal wear and tear.
 If you believe the item you have purchased is faulty, please email us at info@phile.com.au with photos of the fault. We will gladly issue you with a refund or credit note.
• REQUEST A RETURN: If you have simply changed your mind, please email info@phile.com.au with the order number and your preference for a refund or credit note within 30 days of purchase. We will do our very best to assist you.

If you've purchase your bag from one of our retailer partners, you need to reach out to them for any concerns.
  
• RETURN CONDITIONS: All returned items must be in original condition, unused and unwashed, with the original tags attached. If the returned item/s do not meet these conditions, it may be returned to you at an additional charge. 
• COST FOR CHANGE OF MIND: Return labels are at the expense of the customer and can be purchased via Australia Post. 

• PROCESSING TIME: Once your return has arrived at our Sydney warehouse facility, please allow up to 5 business days for your return to be processed. You will be notified via email once your return has been processed.  
• REFUNDS: Returns are refunded back to the original form of payment and should appear in your bank account within 5-10 business days depending on your financial institution.
• GIFT CARD RETURNS: Should you wish to make a return from an order placed with a gift card, the gift card will be reinstated as the primary refund method. Any remaining funds will be returned to the secondary form of payment.
Gift cards are created in AUD currency and will fluctuate based on the foreign exchange rate. Philé gift cards are valid for 3 years from the date of return.
Faulty Item Returns       

• EXCHANGES:
We are unable to facilitate exchanges. If you wish to change your style or colour, we recommend you repurchase and return your original order for a refund or gift card in accordance with our return conditions.