Delivery & Tracking

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.

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

* 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. 

Delivery with Australia 

Once your order has left our warehouse, you'll receive an email from our courier with a tracking number and a link to track its delivery. If you haven't received an email with tracking details, it just means we're still packing your order and it's yet to be dispatched from our warehouse. 

Please note: It can take up to 48 hours for the tracking number to become available on the couriers website.

EXIE delivers Australia wide. Unfortunately, we do not offer international shipping. 

Please note that we do not deliver to Christmas Island, Norfolk Island or Cocos (Keeling) Islands. 

Delivery can be made to any of the below locations: 

• Residential Address
• Business Address
• Parcel Locker
• PO Box
• Parcel Collect

If you would like to double-check delivery to your location, please get in contact with our EXIE Team below.

Here at EXIE, we believe people and the planet matter. It's cool to be kind.

That's why we seek to eliminate waste at every step in the supply chain. Along with our recycled fabrics, we're proud to use 100% biodegradable packaging. 

Our garments are packed in stylish, reusable zip-lock bags that are made from biodegradable EVA.

We then deliver these in 100% biodegradable, home compostable shipping mailers that are made from 70-80% PBAT (a copolymer that is completely biodegradable) and 20-30% PLA (a fancy way of saying cornstarch). No nasty plastics here! 

The mailers also have a second adhesive strip so you can reuse the mailer to return an item if you need or send a present to a friend. 

What does this mean? 

It means that if you don't reuse your packaging, you can pop it in the compost! (Btw, they can't go in the recycling bin.) 

Want to learn more? Hero Packaging explains here. 

Should you wish to cancel your order, please contact the EXIE Team immediately on 1800 749 143. We will try our best to accommodate your request, however, due to our fast dispatch and turnaround times, we cannot guarantee this. 

If outside of working hours, please lodge an enquiry via Email. 

Important to note: We are unable to cancel orders after items have been shipped. Once you receive your item(s), you can return them in accordance with our Returns Policy.

Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order. 

If you notice that you've made a mistake on your order, please contact our EXIE Team immediately, either via Live Chat or on 1800 749 143. There is a short window of time before its packed, in which we will attempt to cancel the order for you so that you can reorder the correct size, colour or item. 

If outside of working hours, please lodge an enquiry via Email. 

Please note: If your order is no longer eligible for cancellation, once you've received your item(s), you can you can return them in accordance with our returns policy. 

Once an order has been placed, you cannot change the address under your account.
However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and update the address for you. Please contact our EXIE Team on 1800 749 143. They'll do their best to try and update the address for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

If unable to do so, please get in contact with StarTrack on 13 23 45 and provide them with your tracking number. They will be able to update your address.

Important to note:
Any address updates done by StarTrack will add an additional business day for delivery on top of the standard delivery time.

\If you haven't received an order confirmation via email shortly after your purchase this may be due to:

• A small typo in the email address entered at the checkout
• Your order is still processing in our systems
• The email has been marked as spam and has been moved to your junk/spam folder

If you still haven't received it within 24 hours, contact our EXIE Team with the info below and we'll locate and resend your order confirmation. 

• First name and last name the order was placed under 
• Date when the order was placed 
• Payment method used 

We're sorry that your order is missing an item! If you've ordered more than one item, we often send items separately from different warehouses, so they may arrive at separate times. We recommend the following: 

1. Check your emails to see if you've received any additional tracking numbers. Each item will have a unique tracking number if your order has been split. 
   
   
2. No emails? Get in touch with our EXIE Team via Live Chat, on 1800 749 143 or via email and we'll locate your missing item(s). 

We know you want your order delivered to you but we want to make sure that it gets to your doorstep safely. 

If the courier believes that it is unsafe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card for you to collect.

We apologise for any inconvenience this may have caused however we don’t want your parcel to end up in the wrong hands.

If you have any enquiries relating to the whereabouts of your parcel, we advise that you contact StarTrack directly on - 13 23 45.

Alternatively, you can reach out to the EXIE Team below and we’ll be able to assist you.

We're so sorry if you haven't received what you ordered or your item has arrived damaged. Please follow the below steps so our EXIE team can assist you. 

1. Visit our Guest Portal here and enter your order number (starts with EXIAU) and email address. 
2. Follow the steps and select 'dispatch error' as your reason for return. 
3. Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received).
4. Hit submit. Our EXIE team will review your claim.
5. If approved, you'll be sent a follow-up email with further details. 

Click & Collect allows you to order online and then pick it up from your nominated EXIE store! Simply browse the website and find the products you want, then follow the steps below:

1. Add your item to the cart
2. At checkout select 'Click & Collect'
3. Enter your postcode. Nearby stores with the item available will allow you to click 'Select Store'
4. Click 'Proceed to Payment' to pay for and complete your order

*Click & Collect is subject to stock availability. Click & Collect may not be available for some items if your local store(s) are sold out. 

What's next? 

Our in-store EXIE team will prepare your order and notify you via email when it's ready for pickup. Once you place your Click & Collect, we'll aim to have it ready for same day collection. Please be prepared to show your order confirmation and photo ID to our in-store team (so we know it's you).

Good to know: If you need to nominate someone other than yourself to collect the order, we require prior contact with our EXIE Team below. The nominee will also be required to show a form of I.D.

We'll aim to have your EXIE order ready for same day collection.

You're able to collect your order once you've received the ready-for-collection email. Please be prepared to show your order confirmation and photo ID to our in-store team (so we know it's you). 

Good to know: If you need to nominate someone other than yourself to collect the order, please give our EXIE Team a heads up. The nominee will also be required to show a form of I.D.

No results when you enter your postcode for Click & Collect?

Only local EXIE stores which have your item in stock will appear available for Click & Collect.

If Click & Collect is unavailable at your local store you can get your EXIE pieces delivered instead! View our Delivery Timeframes here. 

Want to cancel your EXIE Click & Collect order? Get in touch with our EXIE Team here and provide us with your order number (starts with EXIAU). 

Changed your mind about your Click & Collect order? You can return it at the store you collected it from. Our general Returns Policy applies.

If your size isn't available in-store, our team can order your item from another store across Australia and have it delivered to your house. Your item will be delivered within 1-3 business days. 

Returning an in-store order

If you wish to return an item you ordered in-store, please visit us in-store for a refund.
We are currently unable to facilitate an online return for an in-store order. When returning your item in-store please bring along proof of purchase and ensure that your item meets our Returns Policy conditions. 

Please note: If we are unable to fulfill your in-store order please visit us in-store to claim your refund. If you don't claim your refund within 60 days, we'll email another reminder. If your credit remains unclaimed after 90 days, it'll be issued in the form of a gift card. 

If you ordered in-store for delivery, please note that shipping and handling times can take anywhere between 1-3 business days, as your order could be coming from any one of our National stores*.

Once your item/s have been dispatched, you will receive your tracking details.