FAQ

I DIDN'T RECEIVE AN ORDER OR SHIPPING CONFIRMATION?
It's conceivable that the confirmation email might have been directed to your spam folder, or there could be an error in the email address we have on file for you. Please don't hesitate to reach out to us immediately at info@gxsstudios.com.au, providing us with the full name under which the order was made.

CAN I CHANGE MY BILLING ADDRESS?
We cannot modify the billing address once an order has been confirmed. If you've received the confirmation page that says "Thank you for your order," your order was successfully placed. As long as your shipping address is accurate, you can expect to receive your order without any issues.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
We apologize for the inconvenience of receiving an incorrect or defective item.

Kindly send an email to info@gxsstudios.com.au with your order number and attach 2-3 clear photos of the item. This will enable us to expedite the resolution process promptly.

CAN I CHANGE MY ORDER ADDRESS?
Once your order is placed, we can't make any changes to it. This includes things like altering the delivery option, changing the delivery address, or modifying the payment method. Our warehouse team gets right to work on processing your order, and our speedy packing process means we can't make adjustments once it's in progress.

CAN I CANCEL MY ORDER?
When it comes to canceling orders, here's the deal: we handle it by giving you store credit. If your order has already zipped through our processing system, we can't hit the brakes or make any tweaks.

If you hit us up via email right after placing your order, we'll certainly do our best to help you out. But keep in mind, it might take our Customer Service team 1-2 business days to get back to you, so it's not a guarantee we can stop or edit your order in time. Just giving you the heads-up!

WHAT IF MY ORDER IS RETURNED TO SENDER?
If your order decided to do a U-turn and head back to us, don't worry! You can reach out to the shipping company directly using your trusty tracking number to find out why it made the journey back.

Once we've got our hands on that package, we'll work our magic and automatically give you some store credit. This credit will find its way back to your GXS Studios account, all ready for you to use on your next order.

SHIPPING TIMES
All orders will be heading out from our warehouse within 3 business days. But during those super busy times, like peak periods, we might need up to 6 business days to get everything ready.

The cool part is, you won't be left in the dark. We'll hook you up with a tracking number for each item we send your way. So, you can keep tabs on your goodies as they make their journey to you!

WITHIN AUSTRALIA
We have partnered with Australia Post for all deliveries nation-wide for their fully trackable and express secure service.

$12.00 AUD Australia Post Regular (2-5 Business Days)
$15.00 AUD Australia Post Express (1-2 Business Days)
FREE Regular Shipping for orders over $150 AUD

INTERNATIONAL
We have partnered with Australia Post for all International Shipping for their reliable and secure standard service.

$30.00 AUD flat fee Pack & Track International (5-10 Business Days)

ADDITIONAL SHIPPING INFO
Any customs or import duties come into play once your parcel reaches its destination country.

These charges are the responsibility of the recipient of the parcel. Unfortunately, we don't have control over these charges, and it's challenging to predict their exact cost. Customs policies and import duties can vary significantly from one country to another.

If you decide to refuse a parcel due to import duties or taxes, please be aware that you, as the customer, are fully liable for all related expenses. This includes postal charges, return shipment costs, customs charges, and handling fees. It's essential to keep this in mind when making decisions related to your orders.

TRACK YOUR ORDER
Once your order hits the road, we'll shoot you an email to let you know it's on its way. Inside that email, you'll find a special tracking number just for your parcel.

To keep tabs on your package's adventure, simply head over to the Australia Post website and pop in that tracking number. It's your window into where your parcel is at any given moment.

Now, if you happen to be out and about when Australia Post comes knocking, don't worry. They'll drop off a little card that gives you some options. You can pick a new delivery time that works for you, or they'll point you in the direction of your local Post Office, where you can swing by and snag your parcel when it's convenient for you.

POLICY
GXS Studios stands behind the quality of all products sold, whether in-store or online. If, for any reason, you receive a faulty or damaged item, you may request a refund within 7 business days. We are committed to ensuring the satisfaction of our customers in such cases, and we will process a refund for items with manufacturing faults or damage. Please note that refunds are exclusively provided for faulty or damaged items.

Please note that refunds are exclusively provided for faulty or damaged items. We do not offer refunds for situations where you simply change your mind or do not like the product. Our refund policy is focused on addressing issues related to the quality and condition of the items you receive.

REFUNDS
To qualify for a refund or exchange, you must take the following steps:

1. Email us at info@gxsstudios.com.au within 7 days of receiving the products, attaching pictures of the damaged items.
2. The item must be sent back to us within 7 days of receiving it, and this will be tracked using our return tracker.
3. After we receive and internally evaluate the damaged item, we will proceed with the following options:
   a. If a replacement is available, we will promptly ship it out to you.
   b. If a replacement is not available, we will issue a full refund for the purchase price of your item.

Please ensure you adhere to these steps to facilitate a smooth and efficient resolution process for damaged items.

LOST OR STOLEN PACKAGES
GXS Studios bears no responsibility for lost or stolen packages that are confirmed as delivered to the address specified in an order. In the event of such a situation, GXS Studios will verify and confirm the delivery, including the date of delivery, tracking details, and shipping carrier information. This information will be provided to the customer for their investigation.

EXCHANGES
We will only process replacements for items in cases where the wrong color or size was received. For instance, if you ordered a size large but require a size medium, we can assist with an exchange. Please note that exchanges are limited to correcting size or color discrepancies and cannot be granted for a different product. To initiate an exchange, please send an email to info@gxsstudios.com.au.

ORIGINAL CONDITION
We take hygiene and our customers' safety very seriously, and for that reason, certain items cannot be returned for refunds.

While we understand that trying on an item is just like you would in a physical store, please refrain from wearing it. If you return an item to us in a damaged, worn, or unsuitable condition, we won't be able to provide a refund. In such cases, we may need to send the item back to you, and you may be responsible for covering the delivery costs.

Every returned item undergoes inspection. To qualify for a full refund or exchange, all items must be returned to us in an unworn/unused condition, exactly as you received them, complete with their original packaging, tags, and labels attached.

RESPONSIBILITY
Until your returned items safely reach us, they are your responsibility, so please take care to pack them securely to prevent any damage during transit.

As a precaution, make sure to obtain proof of postage when sending your return to us. This will be essential if you need to reach out to us regarding your return.

Please note that if items are mistakenly returned to us (it happens!), and we're able to identify and locate these items, we may request you to cover the delivery cost if you wish to have them returned to you.