Do you refund goods?

All Phoenix & Arrow products are classified as custom (ie customised with paint colour, timber stains, photographs and/or personalised with names, etc) therefore we do not offer refunds or accept returns. If your order has been sent to you incorrectly, please forward an image to us at hello@phoenixandarrow.com.au and we will have a replacement sent.

My situation has changed. Can I cancel my order?

Once an order has been placed, we are unable to change or cancel the order, so please choose carefully. We ask all customers make sure all text and selections are correct before placing orders. In the unfortunate circumstance that you may need to either cancel or change your order, we ask you to submit this via email within 24 hours of placing your order, and we can review if the order has been started and/or how far along the production process it is.

My timber looks different than the picture.

Please keep in mind when ordering, that no two pieces of timber are identical. Timber is a natural product, the grains, the knots and the imperfections will all vary from piece to piece.  We believe that’s what makes our products unique, authentic and beautiful. Rest assured, we do however hand pick our timber, so we are always selecting the best pieces for our products.

I received my product in a damaged state. What can I do?

We take a lot of care to safely and securely package all of our products and hold no liability in regards to transit damage as this is out of our control.
If however you have received a damaged item please contact us ASAP. You will also need to email photos of the damaged item (in it’s original packaging) along with all the information (e.g. date and time of delivery, etc.) within 24 hours of receiving it, so that we can take it up with the courier company. We cannot promise anything, it will be up to the discretion of the courier company and where a replacement is deemed appropriate, a replacement will be re-sent.
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