Where are your items dispatched from?

We use a third party warehouse based in Sydney, NSW to distribute our orders. Take extra care when placing your online order, making sure all details are correct as it is difficult to make changes to orders, and impossible once they have been dispatched.

When will I receive my order?

PHILE offers two domestic shipping options depending on when you wish to receive your order. All orders are processed by PHILE within 48 hours under normal circumstances.
Standard delivery is complimentary for orders over AUD150 delivered within Australia.
Standard delivery – Up to 5 Business Days Express Delivery – 1-2 Business Days
*Delivery times are based on Metro area, allow for an extra 1–2 business days for regional areas and Western Australia.

Every order confirmation is accompanied with a tracking link to follow the journey of your order.

For delivery estimates, see our dedicated page 'Delivery & Returns'.

How can I track my order?

Orders are sent via Australia Post with full accessible tracking. Include your mobile number during checkout to receive regular notifications via SMS.

I have not received an order confirmation email or any tracking details on my order, what should I do?

Please email us at and one of our team members can assist with checking on your order status. Don't forget to check your junk mail.

My delivery address is incorrect, how do I change it?

If you see any information on your order confirmation that is incorrect or needs to be updated, please feel free to email us at We can’t guarantee that your order will still be with us as we endeavor to dispatch all orders as efficiently as possible, however we will do our best to assist you.

Can I exchange an item or make changes to my order?

If you have simply changed your mind, or have received one of our products as a gift and would like to exchange it for something else, please email or click here to let us know. Don't forget to make sure to include your order number.

Can my order be delivered to a PO box?

Yes, we ship with Australia Post so we can absolutely ship to PO Boxes.

How much does delivery cost?

Please see our dedicated page on Delivery & Returns for detailed shipping costs.

Do you ship internationally?

Yes we ship worldwide. International shipping is a flat-rate of $50. 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.

How do I return Items?

Unfortunately we do not accept returns on items that have been personalised unless the item is faulty. If you’ve received the wrong item, or if there’s something not quite right with your order, please email us at within 30 days of purchase. Include your name, order number and any relevant photos.
Once we confirm you can return your item, use the satchel your order was sent with to return your item. If the issue is quality related, we will provide you with a return label to stick over the original one.

How do I exchange items?

We don’t offer exchanges on orders, however if you have simply changed your mind or received one of our products as a gift and would prefer something else from our collection, we do provide full refunds or credits notes within 30 days of purchase. Please email with the order number and your preference for a refund or credit note and we will do our very best to assist you. Hold onto your satchel as you can reuse this to return your order to us.

What if my item is faulty?

If your item is defective, kindly send us an email at with pictures of the defect. We will happily provide you with a refund or a credit note.

How can I pay?

We accept the following: Visa, Mastercard, American Express credit and debit cards, PayPal and Afterpay.

Are my payments secure?

We take credit card security very seriously. All transactions on this website are processed using a secure online payment gateway that encrypts your card details in a secure host environment. You can see the transaction is secure if you see a key lock on your web browser.

Can I pay with Afterpay?

Yes we offer Afterpay, with a minimum spend of $150.00. Please see terms via

How do I pay with a gift card?

Please apply your gift card code at check out. Our gift cards do not expire so you are welcome to use them or save them for when you need. 

My card details are not being accepted, what should I do?

Please check if all the relevant information, such as credit card number, expiry date and CCV, are correct and that your name appears exactly the same as on the card. If everything is correct and you are still experiencing difficulties, please check with your bank or financial institution.

What is our Privacy Policy?

Click through here to read more about our privacy policy and how your details are shared

I need my order urgently, what should I do?

We offer express shipping for domestic orders for a flat fee of $15. If opting for monogramming, this will take up to 5 business days - this is in addition to our shipping time estimates. Selecting the express shipping option will not affect monogramming times. See our Delivery & Returns page for more specific shipping estimates based on your location.

How can I make changes to my order? 

As we use a third party warehouse to distribute our orders, it is very difficult to change any details about your order once it has been made. Please email to let us know about any changes that you wish to make and we will do our best to assist you. Don't forget to include your order number.

What should I do if there is something wrong with my order? 

If you see any information on your order confirmation that is incorrect, please email us via at your earliest convenience. If you have received the incorrect item or if something is missing from your order please notify us so we can rectify this straight away. Please refer to our Terms page for conditions of purchase.

I have not received my order confirmation email, what should I do?

If you have checked your email (including junk and spam) and are still unable to find your order confirmation, you can reach out to us at

The product I want is on pre-order or sold out, what does this mean?

Please select the notify me when available option on the product page you wish to be notified about. That way we can keep you up to date with our latest shipment arrivals.

My order is a gift, how can I include a gift message?

Unfortunately we no longer offer personalised gift messages.

Can I have my order gift wrapped?

We have created reusable envelope gift bags which all our pieces are packed in. Made from natural cotton canvas, embroidered with our vibrant logo and finished with a tie close. This is our take on the traditional art of gifting.

Share details about your shipping policies, item returns, or customer service.

How do I clean my Philé products

We have detailed instructions for how to care for all our products here. If you can't find the specific information you are looking for, please reach out to us on and we'll do our best to assist.

Ive received my lounger cover but no filling? What sound I do?

Loungers are always shipped unfilled with a cover and liner. If you choose to order With Filling, this will be shipped separately, directly to you, by our partner Envee Beans. See our Filling Guide here. If you have not received your filling within a week of your lounge cover arriving, please reach out to us at and we can assist you with the tracking details.

How do I fill my Philé Lounger?

Once your Lounge cover and filling have arrived you will need to know how to fill it, click here for your step by step guide.

I have order a Baby Bag, what should I expect in my delivery?

Your new baby bag will include a long extendable cross-body strap for travel and a wristlet nappy wallet. Changing mats are sold separately please see here for our full colour range of mats.

Do you offer discounts on your products? 

As a business, we believe regular discounting hurts our retailers as well as our own reputation. For these reasons, we don’t take part in popular sales events. 

If you are a retailer looking to wholesale Philé, please apply for a wholesale account here

I have a question regarding a product?

If you can't find the information you need on one of our product pages, please feel free to email us at and we will happily assist with any questions you may have.

How can I provide feedback about a product?

We enjoy receiving feedback from our customers. If you wish to provide us with your thoughts, please follow the instructions we have sent to your email.

Can I purchase a gift card?

Yes we offer digital gift cards for any last minute gift purchases. You can order one here.

Where can I see your products in store?

With new locations launching soon please click here to see our current stockists.

For a list of all our stockists Australia wide please see here.

If you are interested in becoming a Philé stockist, please click here.

Personalise your cashmere baby blankets with our bespoke monogramming service. Shop our range of baby blankets here and follow the steps.

Read here to see more on how it works.