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Type of Delivery or Tracking enquiry *

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Type of issue - Shoe Size Guarantee *

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Type of issue - Missing Items *

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Type of Product Enquiry *

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Type of issue - Incorrect or Damaged Items *

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Type of issue - Checkout Issues *

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Want the latest tracking info? Visit here to see updates directly from the carrier.

All of our products are made to order, with production beginning once your order has been received. We therefore cannot cancel or amend an order once it has been placed. This includes changes to the shipping address, size, design, or any other specification.

As our products are manufactured in different locations, orders containing multiple items may be shipped separately, each with its own tracking number. This ensures efficient processing and faster delivery. Please check your Shipping Notification email(s) for tracking details on all items in your order.

If your order has already shipped, please contact the last-mile carrier, as they may be able to assist further. If your order has not yet shipped, please wait for the tracking details to be issued. Once available, you can contact the carrier to request an update to the delivery address. Please note that each carrier has different policies and requirements—some may be able to update the address, while others may not.

Have you checked with the last-mile carrier? The last-mile carrier will have the most up-to-date delivery details, including the drop-off location or a photo of where the package was left. You can locate the details of your last-mile carrier through our Tracking Page.

Avoid washing machines - it may seem convenient but will cause shoes to deteriorate.

Step 1 - Prep Your Shoes
✈ Remove the laces and insoles (if needed).
✈ Insert shoe trees or stuff with newspaper to help retain shape.

Step 2 - Remove Dirt & Wash
✈ Use a soft brush or old toothbrush to remove loose dirt.
✈ Mix liquid detergent with warm water and gently clean with a sponge or cloth.
✈ Wipe away soap residue with a damp cloth and allow the shoes to fully dry.
Tip - Avoid scrubbing the trim stripe around the sole as this will cause it to wear off. Instead, gently wipe dirt away.

Step 3 - Clean the Laces
✈ Soak in the detergent solution, rinse, and let dry before re-lacing.

Our products are manufactured in various locations worldwide, primarily in the United States, but also in Europe, Australia, and Asia. The manufacturing location depends on factors such as product type, stock levels, and the shipping destination, to ensure the most efficient fulfilment of your order. Some items, such as apparel, may have the base product (e.g., a blank T-shirt) originally made in one country, while the design is applied and the item is shipped from another. For specific details on a product’s origin and fulfilment locations, please check the product page before placing your order.

We partner with trusted manufacturers who uphold strict quality standards and ethical labour practices, ensuring our products meet high expectations for durability and craftsmanship. We also understand some customers have concerns about products made in China. However, it's worth noting that many everyday items - including the device you're using right now - contain components made or assembled there.

Our priority is delivering high-quality, aviation-inspired products while maintaining efficient global logistics to provide the best possible experiencefor our customers.

Please Review Our Shoe Size Guarantee Terms & Conditions

Please attach below clear photos showing the issue to our support team. Ensure the photos clearly show the relevant details such as size/color/damage/design etc. Additionally, include a photo of the entire product to help us assess the problem more effectively.

At present, we ship to the following countries:

Australia	Italy
Belgium	Japan
Canada	New Zealand
China	Poland
Czechia	Spain
France	Taiwan
Germany	The Netherlands
Hong Kong	United Kingdom
Ireland	United States

If you see a charge from us on your bank or credit card statement but didn’t complete an order, here’s what might have happened:

1. Pending Authorisation Hold
When you attempt to place an order, your bank or credit card provider may place a temporary hold on the funds, even if the order wasn’t completed. This often happens if:
- The transaction was declined due to incorrect billing details.
- The payment attempt was interrupted (e.g., browser closed or internet dropped).
- Your bank flagged the transaction for verification.

2. The Charge Will Disappear
If an order wasn’t successfully placed, this pending charge will be automatically removed by your bank within a few business days. No money has been deducted from your account.

3. Double-Check for an Order Confirmation
If you did complete an order but didn’t receive a confirmation email, check your Spam/Junk folder or contact us to confirm whether the order went through.

What should I do?
1. Wait 3–5 business days for the pending charge to disappear.
2. If the charge remains or you believe it was processed incorrectly, contact your bank first to confirm.
3. If your bank confirms the charge went through but you didn’t receive an Order Confirmation, contact us with your payment details so we can investigate.

Size Received *

Select the size you received.

Size Requested *

Select your preferred size.

Please provide the details below so we can retrieve the details of your order:

Email address used at time of purchase *

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Email used at time or purchase *

Shipping First Name *

Shipping Last Name *

Email used at time or purchase *

Product or Products Ordered

Order number *

Your 5 digit order number can be located in your Order Confiramtion email sent at time of purchase.

Details of your enquiry *

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Thanks for getting in touch!

We appreciate you contacting us. We’ve received your enquiry, and one of our Customer Support team will get back to you as soon as possible.

Our Customer Support hours are Monday – Friday, 9 AM – 5 PM AEDT, and we aim to respond within 1–2 business days. Please note that response times may be longer during high-volume periods, sales events, weekends, and public holidays in Australia.

In the meantime, you may find quick answers to common questions on our FAQ page.

We appreciate your patience and will be in touch soon!

Have a great day!

Thanks for getting in touch!

We appreciate you contacting us. We’ve received your enquiry, and one of our Customer Support team will get back to you as soon as possible.

In the meantime, you may find quick answers to common questions on our FAQ page.

We appreciate your patience and will be in touch soon!

Have a great day!

British Phantom Aviation Group