FAQ
Can't find the answer you're looking for? Please contact us at customerservice@energetiks.com.au
I’ve forgotten something. Can I add to an order that I have already placed?
Due to the order process we cannot accept changes/cancellations. We aim to process orders within 24 hours. Please ensure you select your products carefully.
How long will delivery take?
We use Startrack for our delivery service and suggest allowing up to 5 business days for deliveries within domestic Australia and all international destinations. Duties/Customs may cause delays for international orders.
How is my parcel sent?
All orders are marked as Authority to Leave. If you wish to change this, please contact customerservice@energetiks.com.au with your order tax invoice number. Please note that this service is out of Energetiks control once the parcel has left our warehouse. It will be your responsibility to follow up the delivery.
How much is shipping?
Shipping is free within Australia when you spend over $100. Otherwise a flat rate of $11 will apply.
International shipping is free for orders over $100AUD. Otherwise a flat rate of $25AUD will apply.
I do not live in Australia. Can I still place an order online?
Yes, we can deliver to international locations and they are exempt from paying Australian GST. International shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. Energetiks has no control over these charges and cannot predict what they may be. It is the customer’s responsibility to pay any additional charges such as and not limited to duties and taxes to clear the package from customs.
I need these items urgently, can I get express shipping?
At this stage we do not offer an express shipping service however we do find many parcels arrived quite promptly where there is someone at the location to sign for the goods.
How can I track my parcel?
When you are logged into your account you will be able to follow the progress of your order from submitted, picked to dispatched. Once your order has been dispatched you will be updated with a tracking number via email. We encourage you to follow your parcel in transit for the most up to date information.
It looks like there was an attempt to deliver my parcel but no one was there to sign for it. What do I do?
Please refer to the tracking number via email to receive the latest information regarding your parcel location. Generally the parcel will be taken back to the local depot awaiting your next delivery instructions. Please give Toll a call on 13 15 31 with your consignment number or alternatively follow the instructions on the “Sorry, we have missed you” card left in your letter box.
How do I know which size will fit me/ my child?
We highly recommend trying on garments/shoes instore to get the best fit. We have several Energetiks stockists around Australia and the rest of the world. Alternatively please click here to view our sizing guides for clothing, shoes and hosiery.
I have been given a promotional code, how do I use this?
There will be an area on the checkout screen to enter a promotional code. Once you have applied the code please confirm that it has attached to your order before proceeding with your purchase.
My promotional code is not working, what do I do?
Please check that the code has not expired and that you are entering it in the promo box. If you are still experiencing issues please contact customerservice@energetiks.com.au with your code and a brief description of what is happening.
The items do not fit. Can I send them back for an exchange or refund?
You are welcome to an exchange or refund on online orders within 14 days of purchase provided the tax invoice can be produced, the original labelling is intact and items are returned in an unworn condition.
Pointe shoes, demi pointe shoes, hair accessories, hosiery, under garments and sale items cannot be exchanged or returned unless deemed faulty or an incorrect item was received.
I have purchased items from your sale section. Can I get an exchange or refund?
No refunds or exchanges will be given on sale items for change of mind or incorrect size selection.
How long will my exchange or refund take?
Please allow up to 3 weeks for an exchange to be processed from start to finish. For refunds please allow up to 2 weeks for the funds to appear back in your account.
Will you refund my shipping costs if I return my order?
Return shipping and delivery of the new order are at the customer's expense unless an incorrect item was received or Energetiks has deemed an item faulty.
What do I do if my item is faulty?
If you have received an item that is faulty please contact customerservice@energetiks.com.au with the below details:
- Order number
- A desciption and a photo of the fault
- Approximate number of wears or uses
Please keep the original packaging and swing tags, if possible. If you have made this purchase from a retail store or Energetiks stockist please contact the store directly with the same information quoted above.
What do I do if my order is incorrect?
If you have received an item that does not match your order confirmation please contact customerservice@energetiks.com.au
I was on the checkout screen but my payment didn’t go through. What do I do next?
Please contact customerservice@energetiks.com.au with the reference number quoted so we can look into this for you.
I want to buy items online. How can I pay for this?
Upon checkout we can accept payments via Visa, MasterCard, Amex, PayPal and AfterPay.
I’m a teacher, can I get bulk discounts?
We are unable to offer any bulk discounts online. Please contact your local Energetiks store for bulk discount requests.
