Customer Care

  • Change of Mind Returns

    • Timeframe: Items must be returned within 14 days of delivery.

    • Condition: Items must be unworn, unwashed, in original condition with all tags attached, and free from fragrance, make-up, or deodorant marks.

    • Refund Method: Approved change-of-mind returns are issued via Store Credit (valid for 12 months) or direct Item Exchange (subject to stock availability).

    • Return Shipping: Customers are responsible for return shipping costs for change-of-mind items. We recommend using a trackable service.

    • Final Sale Items: Sale, discounted, or promotional items are final sale and cannot be returned for change of mind.

    Defective or Faulty Items

    • Under Australian Consumer Law, if an item is damaged, defective, or incorrect upon arrival, you are entitled to a full refund, replacement, or repair.

    • Please contact us within 7 days of receiving your package at ixnstudio.au@gmail.com with your order number and photo evidence of the fault.

    • If deemed faulty, IXN STUDIO will cover all reasonable return shipping costs.

    Return Process

    1. Email ixnstudio.au@gmail.com with your order number and reason for return.

    2. Once approved, you will receive our return address and instructions.

    3. Package your items securely and send them back using a trackable shipping method.

    4. Once received and inspected, we will issue your store credit or process your exchange within 3–5 business days.

    Giveaway & Contest Terms

    • Items received as part of a promotional giveaway, social media competition, or gift-with-purchase are non-returnable, non-transferable, and cannot be redeemed for cash or store credit.

  • Order Processing Times

    • All orders are processed within 1–3 business days (Monday to Friday, excluding public holidays).

    • Orders placed over the weekend or on public holidays will begin processing on the next business day.

    Shipping Rates & Estimated Transit Times

    • Standard Express (Australia-Wide): 2–5 business days ($10 AUD or FREE on orders over $99).

    • Note: We currently only ship within Australia.

    Order Tracking

    • Once your order ships, you will receive a confirmation email containing your tracking number so you can follow your delivery progress.

    Lost, Delayed, or Stolen Packages

    • IXN STUDIO is not responsible for packages marked as delivered by the carrier but lost or stolen at the location.

    • If your parcel is delayed or lost in transit, please contact us at ixnstudio.au@gmail.com, and we will assist in opening an inquiry with the courier service.

  • Privacy & Data Protection

    • What We Collect: We collect personal information necessary to fulfill your order, including your name, shipping address, email address, phone number, and payment information.

    • Data Use: Your data is used exclusively to process transactions, manage deliveries, and send updates about your order. If you opt-in to marketing, we will periodically send promotional updates (you can unsubscribe anytime).

    • Data Safety: We do not sell, trade, or rent your personal information to third parties. All payments are processed securely through encrypted third-party payment gateways.

    Terms of Service & Intellectual Property

    • Copyright: All imagery, designs, text, logos, graphics, and brand elements on this website are the exclusive intellectual property of IXN STUDIO and HADES (where applicable). Unauthorised use or reproduction is strictly prohibited.

    • Sizing & Colours: We make every effort to display garment colours accurately. However, actual colours may vary slightly due to studio lighting during photography and individual screen settings.

    • Website Use: By browsing or making a purchase on this site, you agree to comply with our store terms and conditions.