FAQ's

First step is to check your junk folder and make sure that helpme@stax.com.au is in the safe senders list of your email account. This will prevent the anti-spam filter from blocking future communications. If this doesn't work, the next step is to contact us as there may be errors with the email address you submitted.

Unfortunately not, as your order is processed automatically and once confirmed, we are unable to modify the discount codes or order details. To purchase additional items, you must place a new order; to return them, please refer to our returns policy.

Please contact us as quickly as possible at helpme@stax.com.au and include your order number with the correct address. If the order has not yet been processed, we will do our best to catch it before it ships. If the order has been shipped already, you will need to contact AusPost to arrange a redirection.

Ordering a product on pre-sale is how you reserve an item that has sold out, prior to the live restock. The wait time for presale items is up to 6-8 weeks, this time frame is approximate, and is subject to change. Please note, stock can sell out at pre sale.

Orders including currently available and pre-order items totalling over $180 AUD will be dispatched in two separate shipments, you will only be charged only once for the shipping fees (applicable to domestic shipping only).

Orders including pre-sale items under $180 AUD will be shipped together once all items are available. You will receive a confirmation email as soon as your order is shipped. To organise split shipping for orders under $180 AUD, please contact our customer service team via email; helpme@stax.com.au. Keep an eye on your inbox for email updates regarding your order.

We do offer branded boxes at checkout for gift orders, simply add a gift box to your order and it will be carefully packaged in your gift box and shipped to you inside a second protective box.

Until your order is finalised, items added to your cart remain available on the website and can therefore be purchased by other customers. If this happens before you are able to complete your order, the item in your cart will be displayed as unavailable.

Once an order has been confirmed, it is processed automatically and unfortunately cannot be cancelled. Items can be returned to us provided they meet the guidelines in our returns policy.

Yes you can, simply type the store credit number into the discount code box at checkout, once this has been applied, add the promo code into the same box. Please check that this has been correctly applied before you submit, as this cannot be amended.

Please email us at helpme@stax.com.au, one of our Customer Care Ambassadors will get back to you within 2 business days. You can also talk to us on the live chat on our website anytime during business hours.

We are sure you will love your STAX. as much as we do, but if for any reason you are unhappy with your purchase, we will happily provide you with a store credit (excluding shipping).

Please keep in mind, in order for us to accept your return, the below requirements must be met;

· The item is unworn, in brand new condition with original packaging.

· The item is returned to us within 28 days of delivery date.

· The item was not purchased in a sale.

PLEASE NOTE:

Once your return is received, please allow up to 10 business days processing time for our team to contact you.

· Sale items and free gifts are not eligible for return.

· We do not offer direct exchanges.

· All return shipping costs are to be covered by the customer.

· We do not accept sports g string returns.

AFTERPAY RETURNS:

If you have purchased through AfterPay, the returns process is the same as the above, once a store credit is issued, your AfterPay payment plan will continue.

RETURNS:

To start the process, simply download the returns form here and include it in the returns parcel with your product (as described above) and send back to;

STAX.

PO BOX 554

Matraville NSW, 2036 Australia

We recommend using a tracking service to monitor your return, please keep proof of your return.

Please note, we cannot add or amend discount codes on already placed orders.

AUSTRALIA

· $4.95 EXPRESS SHIPPING (1-3 Business days after dispatch - Up to 5 days for WA & remote areas)

· $7.95 STANDARD SHIPPING (7-14 Business days after dispatch) - For purchases under $85.00

· FREE STANDARD SHIPPING (7-14 Business days after dispatch) - For purchases over $85.00

NEW ZEALAND

· $9.95 INTERNATIONAL STANDARD (NZ) SHIPPING (12-21 Business days after dispatch)

· $14.95 NEW ZEALAND - EXPRESS DHL (3-5 Business days after dispatch)

· FREE SHIPPING for orders over $150AUD

INTERNATIONAL – PO Boxes not accepted

· $19.95 INTERNATIONAL EXPRESS DHL (3-5 Business days after dispatch) – Additional duties & taxes payable by customer.

· FREE SHIPPING - ORDERS OVER $150AUD (VIA DHL) - Additional duties & taxes payable by customer.

Visa

Mastercard

AMEX

Paypal

Afterpay

ZipPay

LayBuy

Latitude

Sezzle

ApplePay

GPay

ShopifyPay

If you are waiting for a product to restock, be sure to sign up to our VIP updates to keep up to date with the latest releases, restocks and announcements: https://stax.com.au/pages/vip-list-sign-up-new-members-only.

For the best results with your STAX. products, we recommend carefully following our care guide.

We ship our products worldwide, however international orders cannot be sent to a PO Box. Please note, the prices quoted may not include all of your import duties or local sales taxes, these may be charged to your purchase upon entry to your country. Please note, STAX. cannot cover the cost of duties & taxes. For more information, please contact your local customs office.