Frequently asked questions
Frequently asked questions - Shipping
What are your shipping costs?
EXXO offers free shipping on orders over $100. Shipping for orders under $100 is calculated at checkout, and there are no hidden handling fees.
How long will my order take to arrive?
We dispatch from Brisbane within 24 hours on business days. Delivery usually takes 2–7 business days across Australia, and we email tracking details as soon as the courier collects your parcel.
Where do orders ship from and how are they packed?
All products leave our Brisbane, QLD warehouse with protective packaging suited to each item’s size. We continually review packaging to reduce waste while keeping your order safe in transit.
Frequently asked questions - Returns
What is your return policy?
You have 30 days from delivery to request a change-of-mind return. Items must be unused, in original packaging and include all accessories. See the full details at Refund Policy.
How do I start a return or exchange?
Email hello@exxo.com.au with your order number, the item you’d like to return and photos if the product is faulty. We’ll reply with simple instructions and any return labels needed.
When will I receive my exchange or refund?
Once we receive and inspect your return, refunds are processed within 2 business days back to your original payment method. Exchanges dispatch the same day your return clears our warehouse.
Frequently asked questions - Payments
What payment methods do you accept?
Checkout supports major credit cards (Visa, Mastercard, AMEX), PayPal and other secure digital wallets available in Shopify. All transactions are encrypted to Australian PCI-DSS standards.
Can I change or cancel my order?
Contact us as soon as possible at hello@exxo.com.au. If your order hasn’t shipped, we can adjust items or cancel for a full refund. Orders already in transit can be returned once delivered.
How do I track my order?
You’ll receive a tracking link via email once the courier collects your parcel. The link offers live updates until delivery. Check your spam folder if you don’t see the email within 48 hours.
Frequently asked questions - Products
Do EXXO products include a warranty?
Yes. Every EXXO product is covered by a 12-month Australian warranty against manufacturing faults. Contact us with photos and your order number and we’ll arrange a repair, replacement or refund.
How do I care for my EXXO products?
Each item ships with product-specific care instructions. As a general guide, wipe frames clean with mild soap and water, and store fabrics dry and out of direct sunlight when not in use.
How can I contact EXXO support?
Our friendly support team is available via email. Reach out to hello@exxo.com.au for help with sizing, delivery questions or product advice and we’ll reply as soon as possible.