FAQ - Fox Maiden
    •  FREE + FAST Shipping On Orders Over $60
    •  Easy Returns
    •  (03) 9079 5460

    Frequently Asked Questions

    I want to know if you have a particular style/size in your physical store...

    If you see a product on our website, that means you will also find it in our physical store (99% of the time!). Certain items (very few) are available online only - this will be made clear on the product page.

    Unfortunately, we are not able to "hold" items.

    If the product is not showing on our website, that means it is out of stock both online and in our physical store. Same goes for sizes of the particualr style/product - if you are viewing an item on our website, whatever sizes appear are also the exact same sizes that remain in our physical store.

    If you do not see your size, that means it is currently out of stock.

    Of course, we do re-stock certain styles & sizes so please feel free to contact us to request a re-stock at: admin@foxmaiden.com.au 

    Are you able to "hold" an item?

    Unfortunately, we are not able to "hold" items due our limited supply and the exclusive nature of our products.

    How much is delivery and how long does it take?

    We offer Free Shipping on any order over $60 via Regular Post, Australia wide.

    Orders under $60 will be charged $5 for shipping. Orders under $60 will ship via Express Post.

    Express Post shipping for next business day delivery (within the next day network) for Australia is also available for a small fee. $5 for smaller sized parcels or $9 for larger sized parcels.

    You will be able to select your shipping method (Free or Express) at the check-out.    

    For full shipping details including delivery times, please see our full shipping policy here.

    I need to return my Afterpay purchase...

    If you purchased using Afterpay our regular returns policy & process will apply.

    Please follow our instructions as per our regular return process here.

    Once we have received & approved your return (within 24-72 hours) you will be issued with an exchange or online credit (not a refund). The Afterpay payment schedule will continue & you will be able to use your online credit right away. Your online credit will not expire.

    You are only eligible to receive a refund via Afterpay if the goods are faulty as per standard Australian Consumer Law guidelines.

    *If you fail to make a payment Afterpay will charge a late fee of $10, payment plans that remain overdue will incur a $7 fee one week later.

    Can I track my delivery (Australian customers)?

    You sure can. We use Australia Post for all parcels. Your tracking number will be emailed to you as soon as your parcel is dispatched. You can track your order here: http://auspost.com.au/track/

    Note: if you don't see any meaningful tracking information within the first 24 hours of receiving your shipping notification email, please rest assured that your parcel is on its way.

    Can I track my delivery (International Customers)?

    We ship all orders using Australia Post's, Registered Post International service. This requires signature upon delivery.

    If no one is at your nominated address, a card will be left for you to collect the parcel from your nearest local post office - the collection post office will be stated on the card (usually your nearest local post office). 

    Overseas Tracking:

    Upon shipping, you will receive email notification & your tracking number. You can track your parcel at the below links for your corresponding country:

    United States - track your parcel here.

    New Zealand - track your parcel here.

    United Kingdom - track your parcel here.

    Note - when attempting to track, it is normal to not see any tracking information within the first 5-7 business days from the ship date. Please rest assured that your parcel is on its way. Usually, the first tracking status update will be once the parcel has arrived in your destination country - from then, you can expect delivery to occur shortly (within 2-3 business days).

    What if my purchased item doesn't fit or if I don't like it?

    If within 7 days of receiving your order you decide that it’s not suitable for any reason or if the size isn’t right, you are welcome to return your purchase for an online credit or exchange. We do not provide money back refunds for change of mind / not suitable reasons.

    In the rare scenario where an item has a major manufacturing fault as per Australian Consumer Law (ACCC) guidelines, you may be eligible for a refund subject to our final assessment. Please note, being unhappy with size or fit does not mean that the item is faulty.

    Please email admin@foxmaiden.com.au & we’ll provide you with a return authority number. Important: returned items without a return authority number may be refused. Retuned items must be in there original unused, unworn condition with all original tags & packaging in tact.

    Please note that credits or excahnges may be refused if the item is not in it's original & new condition with all it's packing & tags. Of course, you can try the item on - just be careful not to mark or damage the item. When you try on your shoes for the first time, please make sure you try them on a carpeted aread to avoid scratching on the soles. We will provide an exchange or credit if you decide to return your order.

    For all details and return instructions please see our full returns policy please click here.

    Can I return a Sale item?

    Purchases on Sale Items are considered final and may not be returned or exchanged. In the unlikely event that the item has a major manufacturing fault, of course you may return it to us to be assessed. If we deem the item as being faulty you will be eligible for a refund. Please see our full returns policy here.

    Can I Lay-By an item?

    We do not offer lay-by. But we have something even better! It's called Afterpay which allows you to buy now, wear now and pay later. Afterpay is a payment method option at our check out and you can read more about it there or, at the footer of our home page.

    I’m unsure about sizing?

    Most of the time, the right size for you will simply be your regular size that you’d ordinarily purchase. We provide sizing charts on our product pages that you’ll find helpful. If you’re still unsure please email us admin@foxmaiden.comn.au. Our friendly staff are ready to help & will respond quickly.

    We’re located in Melbourne, Australia. Or send an email to admin@foxmaiden.com.au – we will usually respond within the hour during regular business hours.

    Remember, if your purchase is not suitable you can send it back for an exchange or credit no questions asked! Our full returns policy is hereShoe sizing - all of our shoes are sized in either USA/AUS sizes (5, 6, 7, 8, 9, 10, 11) or European sizing (35, 36, 37, 38, 39, 40, 41). Note - US shoe sizing and Australia shoe sizes are the same - example, if you are an Australian shoe size 8, your US shoe size is also an 8. If you are not familiar with your shoe size and you need clarification, you may find this chart here useful.

    Can I cancel my order before it ships?

    Yes, you may cancel you order prior to shipping. In such instances our normal returns policy will apply - you will not be able to receive a money back refund but, you will receive an online credit equal to the total value of your purchase. Please ensure you choose carefully.

    To cancel your order we would need to be notified very shortly after placing your order as we do process all orders quickly. If your parcel has already shipped and you wish to still cancel, our normal returns policy will apply. 

    What does "Pre Order" mean & how does it work?

    Pre Order means that the product is not currently in stock but will be arriving soon.

    The benefit of purchasing Pre Order items is that you will secure your size without risking the item becoming sold out shortly after we list it online. Demand can be very high on certain items & frequently they can sell out completely via Pre Order before they physically arrive in stock.

    Each Pre Order product will clearly state an approximate date that the item will become in stock. Typically, we will state a 3-4 week estimated window that the item will be ready to ship.

    You will proceed through the check out as usual & make full payment when making a Pre Order. You will receive order confirmation as usual once making your purchase. It will be shipped as soon as it arrives in stock. In fact, the very day we receive the stock we ship out to you the same day. As soon as we ship your order, you will receive a shipping confirmation email with tracking as usual.

    I've made a Pre Order purchase & I'd like to know exactly when I will receive it...

    The best guide we can give is as per the original stated delivery window. We'd love to be able to be more precise but, normally it's not possible for us to know. Our suppliers do not like to promise us exact delivery dates due to potential delays. Therefore, this makes it very difficult for us to give our customers exact dates. Of course, feel free to email or call us to check. But, in all likelihood we will not be able to make more precise predictions regarding arrival dates.

    What if my Pre Order is not shipped on time?

    In the very unlikely event that we cannot ship out your order within the original stated delivery window, we will endeavour to ship it as soon as possible.

    Sometimes (albeit rare), suppliers can be late in delivering to us. If your Pre Ordered item is for a special event, please consider this possibility & as always...have a back up outfit in mind! If we do not ship your item out within the stated delivery window, you may request an exchange or refund.

    Please note, the shipping window stated reflects when the item will be shipped out - you need to allow a few days for it to arrive depending on your selected shipping method.

    Can I cancel my Pre Order?

    We do not accept cancellation of Pre Orders for a refund (unless we have failed to ship out within the original stated delivery window).

    However, if you decide to cancel your Pre Order prior to shipping and if the cancellation request is made within the shipping window, you may cancel for an online credit or excahnge.

    I want to make a purchase but I don’t have a credit card…

    We accept all major credit cards (and debit cards) including Visa, Mastercard and AMEX. We also accept PayPal payments and Afterpay too.

    I want to make a purchase but I’d prefer to pay over the phone…

    Unfortunately we cannot accept payment via phone for security purposes. Our online checkout offers the most secure methods of payment: credit card, PayPal or Afterpay.

    Is this website secure?

    Secure Socket Layer (SSL) Web Server Certificates, such as the one used here for FoxMaiden.com.au are the standard for secure data transmission over the internet and encrypt all data sent to and from the web site. When you are asked for your credit card details, you will notice that the URL prefix (located in the address bar) will change from the standard http:// to the secure https://. This means that you are in secure mode. 

    Are there any additional taxes or charges when shipping outside of Australia?

    Not within Australia. If you are ordering from outside Australia there may be taxes levied on your order, consistent with that country's tax structure.

    Where are you based?

    Fox Maiden is based in Melbourne, Australia. Come visit us at our physical store at 832 Glenferrie Rd, Hawthorn VIC 3122.

    Our opening hours are MON-SAT 10am - 6pm, SUN 11am - 5pm. We are closed on public holidays.