Is online shopping safe? Is your website safe to use?
We take safety and online security very seriously, which is why we’ve chosen to use trusted and secure online store systems such as PayPal and woo commerce.
What payment methods do you accept in the store?
We use PayPal, which means you can pay via your PayPal account or by credit card and all your details will be kept safe and secure. To learn more about PayPal, visit their website email@example.com
How long are your shipping/delivery times?
We use Australia Post Express so packages should usually arrive between 1-3 business days once they have been posted.
Standard – We use Australia Post for this and it is NOT trackable. Your parcel should arrive about 1-3 weeks after we post it. Please note that if you choose this option and your package goes missing, there’s not much we can do about it and we can’t be held liable.
Express – This option is a little more expensive but we use UPS and it’s fully trackable. Your parcel should arrive about 2-4 working days after we post it. To make things easier for you, we recommend using an office address for delivery because a signature is required and they usually deliver between the hours of 9-5. If you aren’t available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up.
Duties – Some countries may charge import duties or other fees. We’re sorry, but we have no control over this and it’s your responsibility to pay for any fees.
Confirmation emails – As soon as your order is posted, you’ll get an email confirmation. If you do not see this email, be sure to check your junk mail or spam folders just in case, and make sure that you’re not filtering emails from us. The email should come from firstname.lastname@example.org and we will try to find out what’s wrong. If you’ve received the shipping confirmation email and it has not arrived on time after that, it is because of a hold up with the postal service and we will not be able to assist. If you have a trackable order, it could be worth you following up with the shipping company (whose details you would have received via email).
How do I track my order?
Check your postage confirmation email for details. If the postage option you selected includes tracking you should be able to follow the instructions to keep an eye on your order. Standard international shipping does not include a tracking number (see above for more details).
What’s the difference between Ready-to-Wear, Made-to-Order, Custom and Commission?
Ready-to-wear items are already made, and as long as they are in stock you just need to place your order and we will post it out to you directly!
Made-to-Order items are not sewn until your order is processed, which means they can take a little bit of time, but not usually more than a week unless we’re experiencing a very high workload (we’ll send you an order confirmation email with an estimated time of arrival).
Custom items have a similar turnaround time to Made-to-order items because they’re also not sewn until you press that order confirmation button.
Commission items fluctuate in how long they take to arrive. This is because depending on the order and the complexity and clarity of the request there may be an extended consultation process so that we can understand your order completely before we even start work on it. Then, depending on the materials and complexity of the garment, we still need to do the technical drawings, draft a pattern, source materials, sew it and send it out to you. Commission orders require quite a bit of patience from everyone involved. That said, if you have a deadline for your order, please do let us know at the time of ordering and we will let you know whether we’re able to meet it.
Where can I buy those shoes / boots / accessories?
‘Oh, this old thing?’
We use a range of accessories in the photos of Fantom Wear products, many of which we unfortunately do not sell. Often these are items that belong so someone on staff or otherwise involved in the shoot, and sometimes they’re much loved items that we’ve had for so long we wouldn’t even know where they originally came from. We can’t really help you here, but you never know what you can turn up in the dark recesses of the internet. We recommend using Google and seeing what you can turn up.
What is your returns policy?
For full details, check out this link to our email@example.com and we will do whatever we can to assist.
Can I return sale items?
Sorry, but sale items can only be returned if they are faulty.
Does Fantom Wear have a physical shop or stockists?
We are an online store only, so no physical Fantom Wear shops exist, and at this stage we do not sell to any other stores for on-selling.
However, we do sometimes attend conventions, festivals and other events in Australia and around the world, where you might find us holding a stall. We will keep you informed via social media if we’re likely to do this for any particular events, so if you want to be in the know you can follow us on Facebook, Twitter or Instagram. You can also find us on other platforms, but these three are the most regularly updated.
Where is Fantom Wear designed and made?
All Fantom Wear garments are designed and made in Australia. Occasionally we source materials from overseas, but we are committed to responsible and ethical manufacturing practices. You can read some more about this in some of the articles on our Sizing Guide, which should give you a pretty good indication. There’s a table of measurements as well as a short video on how to measure, but if you still have any questions you can email us at firstname.lastname@example.org and we will do what we can to advise.
Can I change or cancel my order?
To change or cancel your Ready-to-Wear order, you have 2 hours to do it online, but after that it is likely we will have already started processing it.
For all other order types (Made-to-Order, Custom, Commission, etc.), you have up to 24 hours to email us at email@example.com and we will see if we can figure out what’s going wrong.