Frequently Asked Questions

How do I place an order?

Simply view the item you wish to purchase, select an appropriate size (if applicable) and click the ADD TO CART button. Follow the instructions and choose to checkout as a guest or register an account. Please note that in order to purchase from us you will need to pay by credit/debit card.

Can I contact you by phone?

Contacting us via email at info@iathletic.com.au enables us to respond to your queries more quickly and efficiently.

How can I change my registered email address and/or password?

When you log in to your account there is the option to edit your account information, including your email address and password.

Do you have a catalogue

Unfortunately, at this time South East Melbourne Phoenix Online Store does not print a catalogue. All products held in stock are available through our website, please email us if you can not find the item you are after at info@iathletic.com.au. To keep informed about our latest collections and product releases join our mailing list.

Do you offer wholesale

Yes we do. All wholesale enquiries should be made to info@iathletic.com.au who are the official Merchandise provider of South East Melbourne Phoenix Online Store.

Do your prices include GST

All product prices shown on our website include GST at the current rate.

Are your products manufactured ethically?

We are by no means a corporate company but we recognise that there are certain responsibilities that any business should uphold. We ensure that all of our suppliers are fully certified and never use sweatshops or any form of child labour.

Shipping

We endeavour to dispatch all orders within 2 business days (unless otherwise stated on the product page). If there is an anticipated delay, we will attempt to notify you as soon as possible via the email address provided. During peak sale times such as Black Friday, dispatch can take up to 4 business days.

Exchanges/Returns

We have a 30-day return policy for change-of-mind purchases.

To be eligible for a refund, your item must be in the same condition that you received it, unworn/unused, with tags attached and in the original packaging (if applicable). You’ll also need to provide the receipt or proof of purchase. Please note, the cost of shipping for change-of-mind returns must be paid by the customer.

If you’ve ordered the incorrect size/item, you will need to send the item back at your expense for a refund (not including original shipping costs), and place a new order for the correct item, as we don’t offer direct exchanges.

We will notify you once we’ve received and inspected your return. If approved, you’ll receive a refund to your original payment method. Please note that it can take up to 10 business days for your bank or credit card company to process and release the funds.

To begin the return process, please contact us at info@iathletic.com.au. Items sent back to us without first requesting a return will not be accepted.

Cancellations/Changes to Orders
Any changes to orders or cancellations must be sent to info@iathletic.com.au within 1 hour of the order being placed to ensure our dispatch team can accomodate this request before the order is sent.

Faulty/Incorrect Items
Please inspect your order upon reception and contact us immediately at info@iathletic.com.au if the item is defective, damaged or you receive the wrong item, so that we can solve the issue for you promptly.

Exceptions/Non-Returnable Items
Certain types of items cannot be returned, such as custom products (special orders or personalised items). We will also inspect your item to make sure it’s in reasonable condition upon return. If it is not, your return won’t be approved and you will be responsible for paying shipping to have the item sent back to you. Unfortunately, we cannot accept returns on clearance items or gift cards.

What will happen if I’m not in when you deliver my parcel?

The carrier will leave a card informing you that the delivery has been attempted. On this card will be instructions as to how to obtain your parcel. If a parcel was meant to be delivered and no card was left, please contact us using the contact us section of the website.

Can I pick up my order directly from your office or warehouse?

We do not keep any stock at our office and orders are dispatched from our warehouse. Unfortunately it is not possible to pick up your purchase directly.

Can you leave the delivery at an agreed hiding place?

Unfortunately, the delivery can only be made to the address that was supplied when the order was made and requires a signature on receipt.

Can someone else sign for my delivery?

Yes, anyone at the specified address can sign for the goods.

As a non Australian resident, do I have pay import charges?

Any customs or import duties are levied once the package reaches its destination country. Customs charges vary widely from country to country and we have no control over them and cannot estimate how much they will be. The charges must be paid by the recipient and we recommend that you contact your local customs office if you require further information.

Do you deliver to P.O. Box addresses?

No, we do not deliver to any form of Post Office Box, please provide a residential or business address.

Which forms of payment do you accept?

We accept all major debit and credit cards, through our Secure Online payment system.

How can I change the delivery address of my order?

When you log onto your account there is the option to edit your existing address details or add a new address. If you have already placed your order then please email us at info@iathletic.com.au and, if the order has not yet been dispatched, we can amend the delivery address.

How do I return an item for an exchange or refund?

Please refer to our returns page.

How long with it take to process my exchange or refund?

We endeavour to process all exchanges and refunds within 48 hours of receipt. Please note that in some instances this can take up to 7 days depending on the nature and timing of the request.

What do I have to do if I have been refunded the wrong amount?

Regrettably mistakes can happen so if you think you have been refunded the wrong amount then please contact us on info@iathletic.com.au with your order number and the required refund amount.

Do I have to pay for return postage?

We do not cover the cost of items that are returned for an exchange or refund. Please note that the item being returned is your responsibility until it reaches us and we recommend that you send the parcel using a tracked delivery service that insures you for the value of your goods.

When is my payment processed?

After your order has been submitted our systems immediately contact your bank or card issuer for authorisation to take payment from your account. If authorised, you will receive an email within a few minutes confirming your order and payment will be taken shortly after. If there is an issue with your order then we will contact you by email. In the event that we are unable to resolve the issue and dispatch your order we will issue a full refund. Please note that some banks may still reserve your funds for a given period of time.

Do you refund the delivery charge for returned items?

We will only refund the delivery charge for returned items where the item has a defect or where the incorrect item was sent. In all other instances the delivery charge is non-refundable.

Why haven’t you replied to my query?

Our policy is to respond to all customers enquiries within one working day. If you have not received a reply it could be due to your email client having filtered it as spam or, if your mailbox is full, rejecting it.