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? We've got you covered with our delivery info below.

Due to the increased impact of COVID-19, we are experiencing further delays in delivery times. In light of this, please anticipate a delay of 2 - 4 business days on top of our standard delivery times. 

AUSTRALIA 

Standard Shipping: 

Free for orders over $75 AUD. For orders under $75 AUD, a $7 AUD shipping fee applies. 

The expected delivery time is between 3-6 business days. 

Express Shipping: 

Free for orders over $100 AUD. For orders under $100 AUD, a $10 AUD shipping fee applies. 

The expected delivery time is between 2-4 business days. 

NEW ZEALAND

Express Shipping only: 

A $15 AUD flat rate applies to all orders. 

The expected delivery time is between 5-8 business days. 

INTERNATIONAL 

Express Shipping only: 

A $35 AUD flat rate applies to all orders. 

The expected delivery time is between 5-10 business days. 

Important to note

If your item is required for a special event and is time-sensitive, we recommend purchasing your
chosen garment at least 14 Business Days minimum before your specific event to ensure the safe
and timely arrival of your order.

Responsibility for incorrect address is at the customer's expense. We aim to deliver within the time
as indicated above, at the time of your order, but we cannot guarantee this for circumstances out of
our control with StarTrack. You are required to sign for the delivery of your item. You agree to
inspect the Product for any obvious faults, defects, or damage before you sign for delivery. You must
take care when opening the Product so as not to damage it.

All orders are lodged through StarTrack.

For New Zealand and International Orders

EXIE Group Pty Ltd will not take responsibility for any duties or taxes which may be applied by
customs.
The above delivery times are provided as estimated. Under no circumstances are these delivery
times guaranteed.
In the rare occurrence your parcel does not arrive on time due to a delay with our shipping carrier or your item is delivered to the incorrect address, or your item is stolen from your
property; EXIE Group Pty Ltd will endeavour to assist wherever possible, however EXIE Group Pty Ltd
holds no financial responsibility for this item.
EXIE Group Pty Ltd highly recommends purchasing 'Signature On Delivery' to secure the safe delivery
of your order.
We always endeavour to provide the best shipment times possible. If an error occurs please contact
StarTrack immediately.

Due to the increased impact of COVID-19, we are experiencing further delays in delivery times. In light of this, please anticipate a delay of 2 - 4 business days on top of our standard delivery times.

AUSTRALIA

FREE SHIPPING on orders over $75

FREE EXPRESS SHIPPING on orders over $100

Orders below $75: $7 flat fee for standard shipping, $10 fee for express shipping 

NEW ZEALAND

FLAT RATE EXPRESS SHIPPING $15 AUD

INTERNATIONAL

FLAT RATE EXPRESS SHIPPING $35 AUD

Please allow up to 2 business days for all online orders to be dispatched.

We want to assure you that EXIE along with our delivery partners, are doing everything we can to safeguard our team and customers during the preparation and delivery of your orders. 

Our delivery partners are following several hygiene protocols including: 

• Social distancing within processing facilities and during delivery to customers.
• Allocating workers to operational zones within processing facilities and performing daily temperature checks. 
• The use of mandatory face coverings and screens where relevant. 
• Practicing good hygiene and regular cleaning of delivery vehicles. 
• No longer asking for signatures on delivery, to avoid unnecessary contact. 

To keep our delivery drivers and posties safe, please:

• Keep 1.5 meters in distance. 
• If you're experiencing symptoms, please let your postie or driver know.
• Wear a mask where required and practice good hygiene.

UPDATE: Due to temporary delays, please allow up to 3-4 business days for your online order to be dispatched from our warehouse. 

Once your order has left our warehouse, you'll receive an email from EXIE with your tracking number. 

Please note that it may take 24 hours for your tracking number to show info!

Once your order has been placed it can't be adjusted. 

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. 

UPDATE: Due to temporary delays, please allow up to 3-4 business days for your online order to be dispatched. 

Once your order is placed, we're unable to upgrade or change the delivery method. 

Our teams are working hard to get your order to you ASAP. Once your order is on its way to you, you will receive an email with your tracking information. We appreciate your patience during this time.

During working hours, please get in touch with our EXIE Team on 1800 749 143. They'll do their best to try and cancel your order for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

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

We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time. 

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 cancel for you.

Important to note: If your order has already been shipped then we are unable to make any changes. Once you receive your item(s), 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.

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 incredibly sorry to hear about this! If you've received the incorrect item, please follow the below steps:

1. Log in to your account to start a Return. If you checked out as a guest, use our guest returns form here
2. Follow the steps and select your reason for return (dispatch error)
3. Provide a brief description of the issue and upload three photos to show the issue (product label and item(s) received)
4. Hit submit. Our Customer Experience Team will review your claim
5. If approved, you'll be sent a follow-up email with further details.