Order Issues
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Why haven't I received my order confirmation?
\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
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I only received one item, where is the rest?
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:
- 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.
- 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).
- 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.
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Why wasn't my order delivered?
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.
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What do I do if I've received the wrong order or my item has arrived damaged?
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.
- Visit our Guest Portal here and enter your order number (starts with EXIAU) and email address.
- Follow the steps and select 'dispatch error' as your reason for return.
- Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received).
- Hit submit. Our EXIE team will review your claim.
- If approved, you'll be sent a follow-up email with further details.