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Frequently Asked Questions

How long does delivery take?
We ship all domestic orders via Australia Post eParcel which offers a 1-4 business days service. To see the anticipated delivery service for your location, please see here.

All orders placed before 12pm are generally shipped that afternoon, or the following business day if purchased on the weekend or a public holiday. Please allow up to one business day in addition to the below shipping time frames to accommodate for order processing. 

Australia
Free Express Shipping (Metro Areas)
1-2 Business Days

Free Express Shipping (Rural Areas)
3-4 Business Days

New Zealand 
Free Standard Shipping
5-10 Business Days

Express Shipping

2-4 Business Days

United States and Canada 
Orders are shipped via FedEx International Economy 
4-5 Business Days

International Shipping is charged at a flat fee of $20.00 USD. 

Orders will be delivered between Monday to Friday.

How much does delivery within Australia cost?
We offer free express shipping on all Australian orders. No charge will appear at the checkout.

How much does delivery to New Zealand cost?
We offer free standard shipping on all New Zealand orders. Express shipping is charged at a flat fee of $20.00 AUD. 

Will I have to sign for my delivery?
We recommend that someone is present to sign for the delivery.

Do we deliver to PO Boxes or Parcel Lockers?
Yes. Only for Australian and New Zealand orders. 

Will I have to pay duties and taxes?
All international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities.

Duties and taxes are the responsibility of the customer and we recommend you please check your local customs website for estimated costs.

What is our returns policy?
We only accept items purchased on all full priced products through fromstxavier.com and fromstxavier.com.au. 

Items may be returned or exchanged within 14 days from receiving your items for a full refund or exchanged with a 30 day period. Any returns outside this window, will not be accepted. A pickup is to be organised by the customer or the customer can be issued a gift card of the same original order value. Items must be returned in its original condition and should be unmarked. A fee may be charged if this is damaged or marked, as it makes it unsaleable. Bags that are returned without packaging or damaged may be rejected and be sent back to you.

Please note that any items to be returned, including the dust bag and packaging the items come in, must be in a new, unused and resalable condition. We advise to use a padded postbag or alike to send your item/s back to us.

Please note due to the handmade nature of products, slight variations are to be expected and are considered celebrations of the artistical skill that make our items unique.

How do I return an item?
You will be responsible for any return shipping fees. We will not assume any liability for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled by courier or postal service.

  • Contact us to receive authorisation of your return and let us know why you are returning the item. This will help us improve your next purchase with us.
  • Include the original invoice number and your 4-digit order number. This will allow us to identify your order.
  • Package the item(s). Please note that any item and packing to be returned must be in a new, unused and resalable condition.
  • Send the package using your preferred carrier, keep a copy of the tracking number, and mail within the 14-day period.
  • You will receive an email to confirm your return has started.
Any customs and import duties paid are non-refundable. Please note that any item to be returned must be in a new, unused and resalable condition.

How do I track my return?
We will be in touch once your return is received.  

Can I return a sale item?
The only items excluded from our returns policy are sale items, all sale items are considered a final sale. Items purchased using a promo code or an email offer are not considered sale items and follow our regular returns policy.

Sale items may be exchanged for a different size of the same style if available.

How will I be refunded?
Refunds are reversed onto the original form of payment.

Depending on your credit card provider, refunds may take 3-10 business days to appear on your bank statement.

The total amount of the refund will be minus any shipping charges. 

If the product is replaced you will not receive a refund. Alternatively, you can request a gift card. 

When will I be refunded?
Once we receive your package, your refund will be processed within 5-10 business days. You will be notified by email once the refund has been processed.

What if the bags are faulty?
Contact us to notify us of any issue and we will work with you to resolve it as soon as possible.

What do I do if I've received the incorrect item?
Contact us with your order number and style you’ve incorrectly received. Once we receive your request we will arrange a replacement or refund for you.

What is the returns policy for items purchased at a retail partner?
Items purchased from a retail partner need to be handled directly with the store.

Can I cancel an order?
If you have changed your mind and would like to cancel an order, please contact us as soon as possible. Orders which have already been shipped cannot be cancelled.

Colours
We have made every effort to correctly display the colours of our products on our website. However, due to the fact that we use flash photography and the inevitable variances between device screens, we cannot guarantee that your device will display a colour which is completely accurate.

What are our pricing and payment options?
All pricing is made in Australian dollars (AUD).

We offer the following payment options: PayPal, Visa, Mastercard, AMEX, AfterPay (Australia and New Zealand only). 

What is Afterpay?
AfterPay allows you to complete your purchase now and make equal fortnightly payments.

Purchases can be made using AfterPay for values up to $1,200. 

AfterPay customers must; be over 18 years of age, have an Australian residential address and have a debit or credit card.

When completing a purchase using AfterPay for the first time you will be charged for your first installment immediately. If you are an existing AfterPay customer your first installment will be charged to you 14 days after the date of purchase. Once your purchase is complete a payment schedule will be provided to you.

For more information on AfterPay please click here

Do gift cards expire?
Yes, gift cards purchased online expire 36 months from the date of purchase. Gift cards cannot be extended or transferred to store credit.

How do I purchase a gift card?
Gift cards are purchased online. Pick the value you want and proceed to the checkout to pay. Your gift card will be emailed to you with instructions on how to redeem it. Gift cards purchased only can only be redeemed online. 

How do I redeem my gift card?
Gift cards purchased online are sent via email. The email will include a code that needs to be validated within 36 months of the purchase date. 

From St Xavier will not be liable for the delivery of an electronic gift card to an incorrect or non-existent email address. It is the customer’s responsibility to ensure the gift card code is kept safe and used by the intended person.

Only gift cards issued by From St Xavier can be used on www.fromstxavier.com and  www.fromstxavier.com.au.

Can I edit the value of a gift card?
No, once a gift card has been purchased the value cannot be altered in any way. 

Can I exchange my gift card for cash?
The credit cannot be returned or refunded for cash and it does not accumulate any interest.

Can I use more than one gift card per order?
Only 1 gift card can be used per order.

For more information about From St Xavier gift cards please visit the Terms and Conditions page.