Thanks for your interest in shopping our brand! We look forward to helping you find your perfect piece.
We’ve compiled this list of Frequently Asked Questions to answer some of the most common questions we’re asked. If your question isn’t listed here, or you have any further questions, please don’t hesitate to contact us via [email protected]
- The item I want is sold out, when will you be re-stocking?
Stella Phoenix pieces are rare, unique and limited in their designs, fabrics and fittings used. They therefore are not re-made or re-stocked after they are sold out. This is one of the reasons why our customers love to shop us so much – because our pieces are special.
It makes us sad when customers miss out, but there are easy things you can do to avoid disappointment. For example:
- We recommend registering your lovely self onto our pre-order list, and adding our email address to your safe sender list so you don’t miss out on new drops
- Check in on our socials regularly for product updates
- If you see a piece you love, order it straight away
And if you super, super L O V E it, order it in bigger sizes so that when your little love outgrows it, you’ve got the next size up. One of the main issues our customers express to us is their daughter outgrew her favourite piece… And it’s sold out. Thinking ahead will help to avoid this!
- How can I collaborate with Stella Phoenix?
Stella Phoenix loves collaborating with others and has worked with many talented businesses, individuals and celebrities over our time. We receive a high volume of collaboration requests and therefore have strict guidelines and policies about who our ideal collaborator is.
Stella Phoenix strongly believes in connection and referral by genuine customers who love our brand and pieces. This is because they understand the whole customer experience, from ordering, to the pieces themselves, to our follow-on customer care.
We are also very generous, and love supporting fellow complimentary brands and businesses, so don’t be afraid to reach out and chat about how we can work together.
If you’d like to find out more information about collaborations or apply please email us at [email protected]
- How do I pre-order a piece?
From 2020 onwards, Stella Phoenix is accepting orders from customers and stockists on pre-order. This is due to our Mindful Fashion Plan commitment to being ethical, sustainable and innovative for a better future. This means that there will be limited opportunities to buy our pieces.
To register on our pre-order list, head up to the navigation bar and click on “Register to Pre-order.”
Being on our pre-order list does not mean you are obliged to shop a piece. But, if you’re not on the list, you will miss out on shopping.
- How long will it take to receive my order?
Please check out our Purchasing and Returns Info page for more information on shipping.
Unfortunately, COVID-19 has caused shipping delays to most destinations due to reduced flights and increased government processes at the border. To avoid disappointment, please ensure you plan ahead and order as soon as a drop lands.
In terms of the pre-order window, customers will have a 1 week window to make their pre-order. It will take us approximately 8 weeks to manufacture the pieces. They will then be quality controlled and sent out via an expedited service.
This timeline may vary from time to time, especially with COVID-19. Delays may occur due to issues with sourcing supplies or COVID-19 outbreaks. If any delays do occur, we will update customers accordingly.
If you have questions about how long it will take to receive your order, please contact us before ordering as we are happy to help.
- I’m a retailer who would like to wholesale Stella Phoenix product. Can we work on a dropship arrangement?
Stella Phoenix will happily work with wholesalers on drop ship arrangements whereby we hold the product and send directly to the customer upon order via your website.
We love drop ship as it reduces the carbon footprint associated with shipping product back and forth which aligns with our values on ethics and sustainability.
We do, however, require payment upfront for the pieces before we will agree to hold them and ship on your behalf. Please contact us via [email protected] for more information on how we can work together.
- Does Stella Phoenix run sales?
No. However, we generously reward our loyal customers with special gifts and prices to say thank you for shopping with us. We may, from time to time, choose to sell samples and seconds at special prices too.
We have Afterpay and Sezzle at the check-out for those who would like to use payment plans. Use of these payment providers is subject to their terms and conditions.
Please note that any third-party website or platform advertising discount codes for Stella Phoenix are not authorised by us, nor will be honoured.