FAQ

Ordering

How do I place an order?

Browse our store, add items to your cart, and follow the checkout steps to complete your purchase. You'll receive an order confirmation email once your order is placed.

Can I change or cancel my order after placing it?

We begin processing orders quickly. If you need to make a change, please contact us at hello@phoenixhomewares.com as soon as possible, and we'll do our best to help before dispatch.

Delivery

How long will my order take to arrive?

Orders are processed within 1–2 business days. Delivery to Australia takes 7–28 business days from dispatch. You'll receive a tracking link via email once your order has been sent.

How much does shipping cost?

We offer free standard shipping on all orders.

How do I track my order?

A tracking link will be emailed to you once your order is dispatched. Please note that tracking updates may take up to 48 hours to appear.

My order hasn't arrived — what should I do?

If your parcel hasn't arrived within 30 business days of dispatch, please contact us at hello@phoenixhomewares.com and we'll look into it for you.

Can I change my delivery address after ordering?

Unfortunately, addresses cannot be changed once an order has been dispatched. If a parcel is returned to us due to an incorrect address, re-shipping fees may apply.

Returns & Refunds

What is your return policy?

We accept change-of-mind returns within 30 days of delivery. Items must be unused and in their original, unopened packaging. Return postage is at the customer's expense.

Please note: lit or used candles and consumable products cannot be returned for change of mind.

What if my item arrives faulty, damaged, or incorrect?

We're sorry to hear that! Please contact us within 30 days of delivery at hello@phoenixhomewares.com with your order number and a photo of the issue. We'll arrange a replacement or full refund, including return postage.

How long do refunds take?

Once we've received and inspected your return, refunds are processed to your original payment method within 5–10 business days.

Choosing the Right Size

How do I choose the right size for homewares like cushions, throws, or rugs?

Measure your space before purchasing. For rugs, allow enough room for furniture legs to sit on the rug if desired — a common approach is to have all front legs on the rug. For cushions and throws, consider the size of your sofa or bed. Specific product dimensions are listed on each product page.

Contact Us

How can I get in touch?

You can reach us by email at hello@phoenixhomewares.com. We aim to respond within 1–2 business days.