Help Center

What shipping options are available? 

CXYL offers complimentary standard delivery for all orders over $150 AUD within Australia. For our current shipping estimates and options, please click here. During checkout, please enter your preferred residential or business address. 

When will my order be dispatched?

All orders are processed for shipment within 1-2 business days of being placed. Please note that online orders are not processed over weekends or public holidays. The delivery time may vary depending on the destination postcode.

How can I track my order?

Once your order has been shipped, you will receive a confirmation email which will include a link to track your order through the postal service. Rest assured, tracking is provided for all our shipping methods.

What happens if I miss my delivery?

Orders shipped from CXYL within Australia by default are sent with authority to leave.

Australia Post will capture a signature wherever possible however if no one is home, and if the courier determines there is a safe place for the parcel, it can be left at the address - Australia Post will record a proof of delivery in this instance.

If it is not safe, a missed delivery card will be left in your letter box detailing the steps for arranging re-delivery or picking up your delivery at the local post office. 

Can I ship to a P.O. Box or Parcel Locker?

We do not recommend to nominate P.O. boxes and Parcel Locker shipping addresses for security reasons. 

Disclaimer

CXYL is not responsible for any delays caused by the courier, especially during high-volume periods. We can never guarantee a delivery date. CXYL is not held liable in the event the parcel goes missing due to errors on the customers or third party shipping courier's part. Furthermore, CXYL will not be able to refund or resend the parcel. We appreciate your understanding.

In accordance with the Online Return Policy requirements, you may return or exchange CXYL products within 30 days from the date of purchase. Returned merchandise must meet the below requirements in order to be accepted:

• All items must be in original condition with original tags attached.
• Merchandise that has been worn, used, altered or damaged will not be accepted. This includes any visible marks, stains, and odour.
• Items must not have been used in photography shoots, social media posts, online, commercially or for personal gain.
• All packaging shipped with your order must be returned.
• Accompanied by a proof of purchase or receipt.

Please be advised returned merchandise will be subject to quality assessment upon receipt. Once approved, we will proceed to exchange or refund as per your request.

CXYL reserves the right to reject returns beyond the return period limit, or items which are not in the original condition in which they were received. If this is the case, the package will be simply returned back to the customer and any shipping costs involved will not be covered by CXYL.

How can I request a return?

To start a return, you can contact us at hello@cxyl.com.au. If your return is accepted, you will be provided with a return address to send your item/s back. Items sent back to us without first requesting a return will not be accepted. Please note, original shipping fees or return shipping charges are non-refundable unless the error was made on our part.

Faulty Return

We treat every order with the highest priority and pack with precision and care to ensure they are delivered to you in the best condition. However, in the unlikely case of an item being delivered as faulty, we will be happy to provide you with a replacement, or a full refund provided:

• All items must be in original condition with original tags attached. Should the item be worn prior to the fault being discovered, kindly declare this. 
• Notify us within 14 days from delivery date by contacting hello@cxyl.com.au including the order number, a brief description of the fault in your item(s) including images that show the area of concern, to be assessed by our after sales technicians before the item is returned. 

Please be informed that loose or excess threads and irregular prints are not considered faults as these are often natural results of the manufacturing process. Please read the description of each item carefully before purchasing. 

At CXYL, we strive to reduce our impact on the environment and encourage product sustainability. Should you find a minor fault with an item a repair reimbursement is the first and preferred option. All refunds are processed back to their original payment method. If your refund has taken longer than the aforementioned days, please contact us at hello@cxyl.com.au so we can investigate further for you. 

Please note: Once your refund has been approved by our staff and a notification sent to you, it may take 5-7 business days for the funds to reflect in your account, we appreciate your patience during this period. 

How do I shop on Cxyl.com.au?

Once your shopping bag is full of all the items you want to purchase, you can check out by accessing your bag in the top-right corner of the screen. You will also be given the option to ‘View Bag’ in a pop-up window after you have successfully added an item to your cart.

After you click ‘Submit Order’ during the checkout process and your payment is successfully received, you will get a confirmation email from CXYL. If you checked out with your account you can also check the status of your order by logging into your account dashboard.

Can I cancel or modify my order?

We aim to pack and ship out orders as quickly as possible. If you need to cancel or modify your order, please contact us at hello@cxyl.com.au as soon as possible. We will make every effort to accommodate your request, but cannot guarantee your order may be adjusted once it’s been submitted. 

Processed orders may not be cancelled or modified,  you may return your item subject to CXYL’s Online Return Policy.

Incorrect or Missing item in your order

We treat every order with the highest priority and pack with precision and care to ensure they are delivered to you in the best condition. However in the unlikely case an incorrect item, or a missing item is in your order, please contact us at hello@cxyl.com.au so we may rectify this at the earliest. Please include the order number, and a brief description accompanied by images.

Order verifications

CXYL takes every measure against credit card fraud. If we suspect or our fraud system flags that a your order may be fraudulent, we will contact you to confirm certain details. If you refuse to respond with the required information, we reserve the right to cancel the order.

Refunding the price difference

If you see that we’ve reduced the price of an item you recently ordered, unfortunately we cannot refund the difference. Our prices change according to stock and demand from customers as well as occasional promotions. We apologise for any inconvenience.

Item availability

CXYL always strives itself on providing high quality products and service to its customers, but in the unlikely case that during the order processing stage we may discover a manufacturing fault or there may be a stock discrepancy.

If this occurs to an item in your order and the item is the last unit in stock of that product, you will be notified by email as soon as possible and offered a suitable replacement or a full refund.

Is GST included in the final price?

All product prices indicated, and payments made on cxyl.com.au are in AUD currency and include GST. We are not responsible for applicable currency conversion rates and charges issued by your bank.

CXYL accepts the following forms of payment for online purchases: 

1. Visa
2. MasterCard
3. Paypal

Depending on the device you are using, GooglePay & ApplePay may also be available to you. 

When placing an order, your billing address must match the information linked to your payment method. If your payment is declined, please contact your bank or financial institution for assistance.

We do not accept payment via cheque or Cash On Delivery. If you’re paying with a valid credit card and seeing an error, please double-check that you have entered the credit card details correctly.If you have entered the correct details and still see the error, you may wish to consider checking out with an alternative payment method or contacting your card issuer. 

What should I do if an item is out of stock?

Sign up to our newsletter to get notified when it’s back in stock. For further enquiries on out of stock items, please reach out to us at hello@cxyl.com.au. 

Do you offer Lay-by or hold?

We do not offer holds. No product is reserved for you until you complete the ordering process.

How do I find my size?

Our items are based on Australian sizing, and we currently stock sizes XS (6) to XL (14). Please be assured we have plans to extend our sizing after this initial collection. 

Size guides with general recommendations are available on each product page to help determine your best fit. If you have further questions about the sizing of a particular garment, email us at hello@cxyl.com.au.

How I do care for my CXYL creation?

CXYL creations are crafted with carefully selected materials. Please handle with care for longer product life. To ensure its longevity, we recommend to store your pieces in a cool and dry space. Please refer to care label in garment for specific cleaning recommendations. 

Wishlist

If you really like an item but aren’t ready to buy quite yet, please create an account and set up your own wishlist. This will let you keep track of your favourite CXYL products. Please note this does not save or hold the items and they are still subject to being sold out before you purchase them.