FREQUENTLY ASKED QUESTIONS

• COVID-19 Update

  To our customers,

  We continue to monitor the COVID-19 situation very closely, and to operate in accordance with all government health and safety advice. As a responsible e-commerce store, we are committed to playing our part in controlling the spread of coronavirus and have taken all necessary measures to ensure our operations are safe, hygienic systems for everyone. The health and safety of our team, customers and the community will always be our first priority.

  The size and scale of our team allow us to readily comply with the current social distancing requirements. in addition to the various other rigorous health and hygiene measures we have in place. These include:

  • Increased frequency of cleaning in our studio
  • Wearing masks and gloves when packing and sending your product
  • Delivering product by one of our staff locally
  • Increased hygiene and social distance messaging and monitoring studio, including one person per package rule.

  We thank you for your support as we continue to work through this together.
  
  XOXO EXIE.

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• In-store COVID Safe Plan

  COVID SAFE PLAN

  We’ve implemented the following measures to help you shop safely in-store. We will review and adapt these in-store measures as the environment evolves.

   

  QR code check-in

  Some states have mandated QR code check-ins via the official Government App. Please refer to your Local State Government for more information (Australia.gov.au).
  
  Mandatory face coverings in-store 

  Some states have introduced mandatory mask-wearing indoors. Please refer to your Local State Government for more information (Australia.gov.au).
  
  Maintain 1.5 metres apart from each other where possible

  Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.
  
  Use EFTPOS/Paywave/Tap n Go services available

  We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
  
  Use the sanitisation station upon entering the store

  Hand sanitiser will be available for all customers upon entry.
  
  Regular cleaning routines throughout the entire store

  We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.
  
  Remove and put on your own items

  Our team will still be available to assist you with any sizing questions you may have, however they will maintain a 1.5-metre distance to comply with social distancing. 
  
  Training for team members on social distancing and additional hygiene measures

  All team members will be required to complete ongoing training courses.

  Thank you for playing your part in helping us practice social distancing. We appreciate your continued support as we work through this together.

  We hope to see you in-store or online soon.
  
  EXIE

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• How long does delivery take?

  Keen to get your new EXIE pieces? All orders are shipped using Express StarTrack delivery.
  
  

  LOCATION	DELIVERY TIME
  Australian Metropolitan	1-3 Business Days
  Australian Rural	4-7 Business Days

  
  * Delivery timeframes are estimates only, and may vary with peak sale periods, COVID-19 related impacts, possible courier delivery issues, and other influences beyond the control of EXIE. 

   

   

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• How much does delivery cost?

  Delivery with Australia 

  SPEND	SHIPPING COST	DELIVERY SERVICE
  Over $75	FREE	StarTrack Express
  Under $75	$10	StarTrack Express

   

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• What is your returns & exchanges policy?

  For any reason you are not happy with your EXIE purchase, you can return your items if they match
  our return criteria below and are returned to us within 30 days from delivery with proof of purchase.
  
  RETURN CONDITIONS 

  • The item is unused and in its original condition
  • The item is in their original packaging, unworn, unwashed, and with all original tags attached
  • Hygiene stickers on swimwear must remain in place
  • Underwear & bodysuits cannot be returned due to hygiene reasons.

  SALE ITEMS
  We're happy to accept returns of sale items provided the item meets our return conditions above. 

  
  RETURN TO STORE  
  Whether you shopped online or in-store, you can return your item at any EXIE store provided our return conditions are met. Our in-store team can help you with a refund or exchange, pending stock availability.   

  View our store locator HERE.   
  
  

  RETURN ONLINE  
  If you would like to return an online purchase via post, click HERE to start the return process via our Returns Portal. Follow the prompts to purchase and print your return shipping label, then post your item at the Post Office. Click HERE for more information on how to book your online return. 
  
  

  COST OF RETURNS
  The returns shipping fee is $10. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
  If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. 
  
  

  EXCHANGES
  All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund. Alternatively, you can visit our store for an exchange, provided you have met our return conditions.
  
  FAULTY ITEMS
  Please read about our Faulty Assessment process here before submitting a request through our Returns Portal. 
  
  

   

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• How do I book a return?

  1. BEFORE RETURNING 
  
  

  Before booking your return online, check that your item meets our returns conditions below.  

  • Item(s) were purchased within the last 30 days and proof of purchase can be provided
  • Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached 
  • Item(s) are in original, undamaged packaging or shoebox 

  If you believe your item may be faulty, please view this article. If you have received the wrong item or your order has arrived damaged, please view this article.

   

  2. PACKAGE YOUR RETURN
  
  

  Place the return into a satchel or box so that the product arrives protected and undamaged. Alternatively, the original mailer or a reusable shopping bag can be turned inside out.

   

  3. BOOK YOUR RETURN
  
  

  Once packaged safely, click HERE to book your return. Follow the prompts to pay for and print a returns shipping label. Then attach the label to your parcel and drop it off at your nearest Post Office.  

  • Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process
  • Entering your order number: Your order number will start with EXIAU. Do not include the # or any other symbols
  • Don't have a printer at home? Your return label includes a QR code which can be scanned at the Post Office and a label printed for you
    
    

  WHAT'S NEXT?
  
  

  Please allow time for your return to reach our warehouse. Once received, we'll process the return within 2-3 business days and notify you via email regarding your refund. Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account.

   

   

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