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Red Phoenix Exporium
Red Phoenix Exporium

Customer Service

 

ORDERING

If you are a new customer you need to register before completing an order. Create an account by filling out the Registration Form. If you have previously registered with us, enter your email address and password to Login before you complete your order. If you have forgotton your password, enter your email address here to retrieve it.

 

We are here to help! If you have any queries, issues or concerns please don’t hesitate to contact us at info@redphoenixemporium.com and one of the team will get back to you as soon as we can.

 

PAYMENT

Payments can be made via PayPal. If you do not have a PayPal account, you are still able to pay using your credit card without setting up a PayPal account. Simply select the option "continue to pay with your credit card or debit card and do not use my PayPal account" in the PayPal checkout. If you have any trouble confirming your payment we will be happy to help, just email us at info@redphoenixemporium.com.

 

CURRENCY

We are a Hong Kong limited company and all prices are in AU Dollars (AUD). You can use the currency converter to estimate prices in your currency. Your payment will be converted to your local currency via PayPal at their daily exchange rate (an estimate will be given at the checkout).

 

ORDER PROCESSING

Once an order has been placed, a confirmation email and tax invoice will be sent to your email address. If you do not receive this email please contact us on info@redphoenixemporium.com. Once you have successfully completed the PayPal transaction you will also receive an email from PayPal confirming your payment.

 

Red Phoenix Emporium will endeavour to ship your order within 24 hours. Once your order has been shipped by Red Phoenix Emporium you will also receive an email confirming that it's time to keep an eager eye on your letterbox. In the unlikely event that an item is out of stock we will contact you within 24 hours to organise an alternate product, if one is not available we will refund your total sale amount including postage.

 

DELIVERY

We can ship to almost any address in the world! Depending on stock and your location your items will be shipped from either Hong Kong or Brisbane using express parcel services. All Red Phoenix Emporium orders are gift wrapped free of charge because we want you to feel special! If your purchase is a gift you can include a personal message in the comments box when completing your order. For environmental reasons we don’t include a paper receipt with your purchase to reduce waste. You can view your orders at any time online when you are logged into the site.

 

Please ensure all address details are correctly entered at the checkout. If you have made an error with your delivery address please contact us immediately at info@redphoenixemporium.com to provide the correct details. If your package has already been dispatched Red Phoenix Emporium will not be liable for any loss of goods through incorrectly entered address details.

 

DOMESTIC SHIPPING

Australia and Hong Kong shipping destinations are charged at one flat rate of $11AUD per order and are sent via Australia Post express parcel service or Hong Kong Speed Post taking approximately 3-5 days. Your delivery is able to be tracked online and relevant tracking information will be supplied in your ‘order shipped’ confirmation email. Please note this timing is an estimate only and Red Phoenix Emporium will not be liable for any loss or damage suffered by you through any external delivery delays.

 

INTERNATIONAL SHIPPING

International orders are charged at a flat rate of $23AUD and are sent by Australia Post International Air Mail or Hong Kong Speed Post. Your delivery is able to be tracked online and relevant tracking information will be supplied in your ‘order shipped’ confirmation email. Please allow up to four weeks delivery for international orders. International orders may be subject to country-specific import duties, taxes and custom checks, which are applied when your order arrives in your country. Payments of any such charges are your responsibility, and may be required to release your order from customs. Red Phoenix Emporium is not liable for any delay or additional charges as a result of your country’s import regulations. For further information please contact your local customs authority.

 

REFUNDS & REPLACEMENTS

Please choose carefully as we don’t offer returns on purchased items if you change your mind.

 

You are entitled to a refund, replacement or repair if an item is considered faulty i.e. is of unacceptable quality; does not match the description or sample; or is unfit for the intended purpose. If an item cannot be repaired or replaced Red Phoenix Emporium will provide a full refund. If you feel a product is faulty please email us as soon as the fault becomes apparent at info@redphoenixemporium.com and Red Phoenix Emporium will issue you with a return postage bag so that you can return the faulty product to us free of charge. Please ensure that your item is packed safely and securely and that you retain the tracking details. Red Phoenix Emporium is not liable for any further damage or losses occurring during transit if items are not packaged suitably.

 

Please note that our handmade semi-precious gemstone designs can break if handled incorrectly or dropped. Red Phoenix Emporium will not accept returns for general wear and tear or poor handling of products. Please email us at info@redphoenixemporium.com if you have any issues with your purchase.

 

CLOTHING RETURNS POLICY

If your clothing item does not fit you can return it at your own expense within 14 days of receipt for a refund. The goods must be unworn and returned in their original condition with the label attached. We will refund the monetary value of the goods returned to us at the price you purchased them, excluding postage. We are unable to refund if you change your mind. Please email the team at info@redphoenixemporium.com to arrange a return. All goods will be inspected on return and refunds made via PayPal. This policy applies to clothing items only.

 

JEWELLERY LOVE & CARE

Our semi-precious gemstones are delicate and can break or chip if dropped or not placed gently on hard surfaces. We recommend you store your gemstone jewellery on a soft, flat surface free from moisture and away from any extreme heat. Avoid contact with water, perfumes or cosmetics which can tarnish metal clasps and hooks. Keep your gemstones and metal components sparkling by polishing with a soft, non-abrasive jewellery or polishing cloth – jewellery cleaning products are not necessary.

 

JEWELLERY INFO

The necklace drop refers to the length of the necklace measured from top to bottom. To determine where the necklace will sit on you when wearing it, use a tape measure to measure the necklace drop from the nape of your neck to your chest. 

 

Many of our long necklaces can also be worn as a short design using our unique joiner clasps. Head to our Style Guide for a tutorial on how to use it!

 

Please note that gemstone jewellery items may vary slightly to the online photographs as they are all handmade and include natural gemstones that may have slightly different shades, sizes or inclusions. These slight variations mean that each piece is unique and are not considered faults.

 

JEWELLERY REPAIRS

If you have accidently damaged or broken your Red Phoenix Emporium jewellery most items can be repaired. There is a flat fee of $20AUD for repairs, which includes the return postage to you. Please contact us at info@redphoenixemporium.com for further information. Items will need to be returned to Red Phoenix Emporium via a trackable postage service. Please ensure that your item is packed safely and securely and that you retain the tracking details. Red Phoenix Emporium is not liable for any further damage or losses occurring during transit if items are not packaged suitably.

 

GIFT VOUCHERS

Gift vouchers are available in denominations of $20, $50 or $100AUD or you can create a voucher for a custom amount (minimum value is $25AUD). If you are new to our website you will need to register to shop before purchasing a gift voucher. Returning customers please login before you purchase. Fill out the recipient's email address and add a personal message and the gift voucher will be emailed directly to them! Or enter your own email address if you would like to print the voucher yourself and snail mail it.

To redeem a gift voucher first register to shop on our website or login. After choosing something lovely enter the voucher code at the checkout and the amount of the gift voucher will be deducted from the total of your purchase. Any remaining dollars will be credited to your account for future use. Gift vouchers are redeemable on our website www.redphoenixemporium.com only.

 

WAITING LISTS

If an item is out of stock please add your name to the waiting list and we will notify you by email once it is back in stock.