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FAQs

How may we help you?
Hopefully our FAQ’s will answer any questions you might have about shopping on-line.

Just in case we haven’t covered your question, please do not hesitate to email us at shop@missesbonneystives.com.au or feel free to call us on 02 9144 3000 during trading hours, Sydney, Australia time.

What are the Shopping Cart discount Terms and Conditions?
From time-to-time we offer our on line customers an on line exclusive discount (% off) or saving ($ reduction) when your shopping cart reaches the specified value.

You can use these discounts or savings on everything in the web boutique.

These offers cannot be used with another discount code. If we have two discounts running at the same time, work out which one saves you the most and use that one.

Do I still get free shipping with the special offers?

Yes. Free Shipping is available on all orders, unless we specify otherwise under large or fragile item.

What do I get when I join your VIP club?

We look after our VIP's with special offers, advance notice of sales, invitations to in store events and monthly updates and tips. You will receive these by email with our Stay in Style Newsletter.

You are also invited to purchase in store seasonal items marked with a VIP price which can be up to 30% off RRP, just look for the special VIP member price and tell the girls at the counter you are a VIP.

Our VIPs love the "Sshh, it's a secret sale" - in other words the boutique doesn't display any sale tickets or sale prices but we email our VIPs to let it know it is on. We tell you what colours, styles or ranges and you are invited to shop on line or in store and enjoy the sale prices before our sale goes public.

Do you have a loyalty program?

Yes, we do have a client loyalty program. You can automatically join our VIP club and start enjoying savings and special offers which will be emailed to you.

In addition, when you spend over $250 on one purchase in either boutique or online, you will receive a $20 gift card which can be used next time you shop (within the expiry date). Internet shoppers will be given a one-off web code to shop online and there is no minimum spend or amount when you use your $20 gift card. If you purchase something for under $20, you will not be given change.

The Loyalty Program covers both boutiques, so for example, if you shop in Adrienne & The Misses Bonney St Ives, you can use your $20 gift card in The Designer Edit and vice versa.

SHIPPING

Your order will be sent either by Fastway Couriers or Australia Post Express Post. Every item on the website is available for immediate delivery and is picked and packed the same day you order on-line.

If you require your order by a specific date, please pop a message in the box when you check out, or call us or email us when you order. We will confirm whether we can make your deadline and then select the best delivery method that should get your items to you by your deadline.

We can't control the delivery process, but we will do our best to get your items to you. You are welcome to call us on 02 9144 3000 with any queries or if you feel better speaking to a real person in a bricks'n'mortar store.

When will my item be delivered?
Every single item on the website is available for immediate delivery. Human error aside, every item on this site is also sitting in our bricks'n'mortar store or warehouse in St Ives Shoppping Village and is available to send to you as soon as payment is received.  We send free of charge by Fastway Couriers or Express Post within Australia, so you may receive it within 24 hours of ordering. If your delivery address is a Post Office Box, we send by Australia Post Express Post. We also send free of charge to New Zealand, and you should receive your items within 3-10 business days.

My order hasn't arrived, what should I do?
We send 99% of orders by Australia Post Express Post Satchels. If you require the Tracking Number, please email us at shop@missesbonneystives.com.au or call us on 9144 3000. 

Unfortunately we cannot be held responsible when orders go missing as a result of theft or mishandling at Australia Post. Once the order leaves our premises, it becomes the customers' property and responsibility.  

If your order is not delivered within 72 hours of you receiving the email from us that the order has been shipped, please contact us and we will be happy to liase with Australia Post an attempt to find your item on your behalf.

Is the website secure?
Yes, this website supports Secure Socket Layers (SSL) of 128bit and greater. We use Paypal and Eway to process payments. We do not store your credit card details.

What currency are prices displayed in?
All prices are displayed in Australian dollars (AUD) and include Australian GST.   Your invoice will show the amount you paid in AUD and you are responsible for any fees, taxes and government charges at the point of entry for the delivery.

What does “In Store Only” mean?
“In Store Only” means this is either a one-of-a-kind item, or is too fragile or too large to freight free of charge, so you are welcome to email us via the “Enquiry” page or call us on 02 9144 3000 during business hours and we can talk to you about the item you are interested in and how to deliver it to you.

Why can’t I find the Item I was looking at recently?
The most likely reason is that the item is no longer in stock - disappointing, we know. It’s hard to predict those items that will be most popular and many of our items are hand-made or one-offs. Also, we try to keep our products fresh by adding different items as soon as something sells out.

You are welcome to email or call us on 02 9144 3000 to find out if the item you were looking at is available to order or whether it will be coming back into stock sometime soon.

Do you have a size guide?

Yes, we do. We have an size guides for women, babies and children. You can find that in the menu.

We also offer a "FIT GUIDE" within the item you are looking at.  All manufacturers are different, so based on our experience in store, we try to guide you with "Small or Slim Fit", "Average Fit" or "Generous Fit".  

Small or Slim Fit means if you know this brand, stay with the size you have purchased before or considering going up a size.
Average Fit means your average size should be OK.
Generous Fit means your average size should be OK, but you could go down a size.

Remember, if you are buying a gift a baby or toddler, they will always grow, so we generally recommend selecting a size to fit them soon, rather than right now.  For example, if the baby is 2 months old, we would recommend selecting a size for 3 months. 

Obviously, if you are buying an outfit for a special occasion or Christening or Name Day, it needs to fit properly for the event, so buy the size that is closest to their age at the time of the event.

Do you have other styles or colours in your shop?
We offer much, much more in-store than is currently on our on-line store! Our on-line store will grow over time, but if you are looking for something in particular, please do not hesitate to email or call us on 02 9144 3000.

Is gift wrap extra?
Gift wrap is free, you are welcome to tell us what colour ribbon, red, white, pink or blue if you like. 

Can you guarantee that I will receive the item I have selected?
We update our inventory on a daily basis, but on occasion it is possible that another customer may have purchased the item you want at the same time, or just moments before your order is placed. If this happens we will contact you to advise that we cannot deliver the item in our ordinary time frame. We will discuss options such as backorders with you. However, if we cannot fill your order, and it was our fault, your credit card will be refunded in full or offer your the option of a store credit note which lasts for 12 months.  

Why is my phone number a compulsory part of the registration?
On occasion, you may select an item that we are waiting on delivery from our supplier, or we have suddenly sold out a popular item. We will contact you via telephone or email if this occurs. We prefer telephone so that we can discuss options, but will mostly email if we can’t contact you by telephone. 

I’m nervous about on-line shopping. Can I shop with you over the phone?
Of course you can. We are an on-line store representing our bricks'n'mortar store at St Ives Shopping Village in Sydney, Australia staffed by experienced staff who know and love our products.  Please call us on 02 9144 3000.

Do you have a loyalty program?
Yes, our program is called the Very Valued Customer program. It offers loyal customers 10% off all women's fashion for a period of time. We reassess our VVC's every June and January and will notify you if you have qualified as a VVC based on the previous 6 months shopping. All shopping counts, baby, women's fashion and sale items.

All major customers and customers who created an account when they shop on line are invited to instore fashion parades, given advance notice of sales, sent special offers etc. All other initiatives and rewards are at the discretion of the owners.

How can I pay?
We accept major credit cards: VISA, Mastercard and American Express or you can use PayPal.

When will I be charged?
When we receive your order, we carry out standard pre-authorisation check on your credit card, the same process that happens in-store, to ensure there are sufficient funds to fulfil the transaction.  If the credit card is declined, we will email you and let you know that your bank or card issuer wouldn’t authorise the payment.

I know I have funds in my account, but my credit card has been declined?
Try checking the details that you have entered, eg, the card number, expiry date or for American Express the Security Code is on the front of the card, not the back like VISA or Mastercard.

If the problem persists, try another card and contact your bank or card issuer.

Why does "Belbrook Retail Pty Ltd" appear on my credit card?
Belbrook Retail Pty Ltd is Adrienne and The Misses Bonney St Ives' legal name, so this is the name that must appear on your credit card or PayPal statement.  It will also appear on your receipt.


CAN I AMEND OR CANCEL MY ORDER?
Please contact us by email at shop@missesbonneystives.com.au or call us during retail hours on 02 9144 3000 as soon as you can we will try to fix the problem for you. Unfortunately we are unable to amend an order once it has been despatched; this includes changing the size/color of an item, removing an item, changing the delivery address or any payment methods. However you can call us on 02 9144 3000 as soon as you can to discuss changing your order, as long as we can speak with you before we despatch.



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