Questions?
Please read the FAQs below. If you can't find the answer for something you are looking for our email is at the bottom of page.
When will my order arrive?
Once your order is picked and packed, the journey from Feanie HQ to your front door begins. We offer free express shipping on all orders with no minimum spend.
Express Shipping is available for all regions in Australia with an expected delivery between 1-3 days.
*Please note: Although Australia Post quote us these expected delivery times, sometimes things happen and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
What is pre-order?
Feanies have been selling like anything, Unfortunately sometimes we get completely sold out before the next round of stock arrives. If it happens we put up Feanies for pre-order before they have arrived. So the date next to the name is when stock is due to arrive. As soon as stock arrives its shipped straightaway to our customers. This allows our customers to get hands on their Feanie as soon as possible.
How does shipping and delivery work?
Once an order is placed, Please allow at-least 48 hours for our team to carefully pick and pack your order . All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.
Your Feanie will then be posted via Australia Post, if Australia post is too busy sometimes we might use another delivery service provider. Your order should be safely in your hands within 2-4 business days**.
As soon as your order is sent you will receive a shipping confirmation email from us with a tracking number so you can follow the journey of your Feanie.
*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority To Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.
**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!
It’s on its way! After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Australia Post site so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.
I think my order is lost/has not been delivered?
Think your order might be lost in transit? Although Australia Post quote us 2-4 business days for delivery, sometimes things happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 10 days, please contact us and we can launch an investigation with Australia Post.
*Please note: For any queries or issues related to your Australia Post order, we recommend you first reach out to Australia Post directly. While we understand delays are frustrating, we are required to work within Australia Post’s processes. Once you have contacted Australia Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.
Can i change my shipping address?
Feanie not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
If your order has been shipped, don’t panic! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Are there any customs/import fee?
All of our Feanies are shipped right here in Australia, out of our distribution centre. This means there’s no need to stress about any customs fees.
Can i send an order as a gift?
Have a special someone who you think needs a Feanie in their life? Feanie is the perfect gift! You can ship a Feanie directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. We don’t include any value invoices inside the bag as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry! We think sending a Feanie is a message of care enough though.
How secure are your payments?
Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
I forgot to use my discount code?
Made your order and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our team at care@thefeanie.com and they will be happy to help correct this for you.
Care@thefeanie.com