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Returns and Exchanges

RETURN AND EXCHANGE POLICY ON PRE-ORDERS
On occasion we are able to release details of Mela Purdie new season a little early and before they arrive in-store - very exciting for our Mela fans! These garments will be clearly marked "PRE-ORDER NOW".

You are able to pre-order and get in first.  This means you will order and pay at the time of ordering as if the items are in-store.  We will send you an email confirming we have received your order. The email will say your items are 'on backorder'.  The day your item arrives in-store, we will check it and despatch immediately.  We will send you another email that day to say "your order has been shipped".

As you know, Adrienne and The Misses Bonney St Ives pride ourselves on fast and free delivery, often our customers receive their garments the next day, depending on the time of ordering and their address. 

With a PRE-ORDER it is possible you may not receive your garment for up to 4 weeks whilst we wait for Mela Purdie to finish production and send to us. We just want to be really upfront and honest about this. For example, it would be terrible if you ordered a knit, hoping it would arrive by 1 February to take skiiing, and it hasn't arrived in-store! Please keep this in mind when you PRE-ORDER. (If a garment is not flagged with "PRE-ORDER NOW" it means it IS sitting in our boutique ready for immediate despatch)

The items available for PRE-ORDER are scheduled to arrive in-store anywhere from 27 January 2015 to 28 February 2015.  We can't tell you exactly when they will arrive. However, our promise to you when you PRE-ORDER is that we will send your items within 24 hours of them arriving in-store. If there is a problem, and mistakes do happen, for example, Mela Purdie might send white when we ordered black, we will refund you and try and help you find the right garment.

What happens if I change my mind on a PRE-ORDER?

We will issue you a credit note, we will not refund on change-of-mind. We will only refund you if there is an errror between Mela Purdie and us, such as the wrong items being sent.

If you receive your PRE-ORDERED garment and it doesn't look how you thought it would, like any purchase from us in-store or on the website, we will not refund you but happily issue a Credit Note which has a life of 12 months. (see further FAQ's about returns)

RETURN, EXCHANGE AND REFUND POLICY

Something has gone wrong with my order. What can I do?

Our commitment to all our clients, on-line and in-store, is to provide a level of service that exceeds your expectations. If something has gone wrong, and we are human, so it is possible, please email or call us on 02 9144 3000 so we can discuss the problem and arrive at a solution as quickly as possible.

If you would like to read the “fine print” about exchanges, refunds, returns etc, please read on as this will offer you guidance on how we will approach your problem.

Can I return items for a refund or do you exchange?
On all full price items (except hats, jewellery, swimwear and lingerie), we can exchange for you, but we do not refund.

Paula Ryan shoes or boots must be returned with soles UNMARKED OR SCUFFED (please try them on on carpet). If you need to exchange, they must be returned in the original Paula Ryan shoe box AND mailer box. Any Paula Ryan shoes or boots returned showing scuff marks from trying on or wearing or in a damaged shoe box will not be acknowledged and a credit note, exchange or refund will not be available. 

We do not exchange or accept returns on hats, earrings, swimwear and lingerie.  For hygiene reasons, these items cannot be returned for exchange so please ensure you are positive about these items before you purchase.

There is no return, no exchange on SALE items.   You will know something is on-sale as we will say in the Product Description, so please be sure about the item before you purchase it.

Can I return something that I bought using a discount voucher?
As a general rule, Yes. Most discount vouchers are special, limited offers for our VIP customers and are used to reduce full price stock. Those items may be returned for exchange or credit not, but not refunded.

The value of the credit note, or the value of the goods to be exchanged will be the discounted value.

For example, Sue purchases a Mela Purdie Pant full price $230. She has used the SAVE25 code when she bought them, so paid $205. She wants a credit note, not an exchange, so her credit note will be valued at $205.

Another example, Mary purchased 3 full price baby items valued at $250. She used SAVE25 code and paid $225. She needs to return 1 item for exchange and it cost $75. The $25 discount will be applied proportionately across the full value her purchase, so $75 makes 30% of the purchase, so her exchange value is $67.50 (so $75 less 30% of $25)! Oh my gosh, sounds complicated? Don't stress, we will work it out with you!

Delivery/Sales within Australia

We do not refund. If you are unhappy with your purchase, provided the terms and conditions below are satisfied we will exchange or offer a credit note which is valid for 12 months. The credit note can be used in-store or on-line.

For hygiene reasons, we cannot accept returns of earrings, hats, swimwear or lingerie. Some children’s garment sets include a hat. Please select these carefully as we cannot accept returns on these items, and the entire set must be returned.

We strongly recommend you try your items on as soon as they arrive to meet the 14 day deadline detailed below. Please call us on 02 9144 3000 as soon as you identify that there is an issue so that can discuss a solution with you or put garments on hold for you.

If you believe there is a fault with the item you have received, please call us on 02 91443000, as soon as you receive it so we can resolve the issue quickly for you.

In case you are unhappy with your purchase, we will exchange or credit note PROVIDED:

1. We receive the goods back in-store within 14 days of purchase (starting from the day we despatched);AND

2. You include your receipt (or a copy) in the parcel; AND

3.If you are posting goods back to us, you must post by Express Post or Registered Mail and advise us of the tracking number (we will not be responsible for any goods lost in the post); AND

4. The goods are in their original condition/box with all tags attached in the same way they left the store; AND

5. There are no signs of wear, including scuff marks on shoes or boots, dribble stains or other marks (on baby wear), lipstick marks, deodorant marks, and/or the scent of perfume or cigarette smoke.

6. Paula Ryan shoes or boots must be returned with soles UNMARKED OR SCUFFED (please try them on on carpet). If you need to exchange, they must be returned in the original Paula Ryan shoe box AND mailer box. Any Paula Ryan shoes or boots returned showing scuff marks from trying on or wearing or in a damaged shoe box will not be acknowledged and a credit note, exchange or refund will not be available. 

PLEASE NOTE: Any returned item that does not comply with the terms and conditions outlined above, especially those items that have tags removed, appear to have been worn,damaged or altered from their original condition will not be exchanged and will be returned to the customer.

Price stickers will be removed from tags, so there is no reason to remove the original, branded price tag from the garment. Garments returned with the original, branded tag removed or re-attached in a way that differs from the original attachment will be rejected for return and sent back to the customer, without exception.

Exchanges or returns can be made in store or must be posted by Express Post or Registered Mail. We are not responsible for return packages that do not reach us. Please ensure you pass on the tracking number to us AND retain proof of postage. Our postal address is:

Adrienne and The Misses Bonney St Ives
Shop 124, St Ives Shopping Village
166 Mona Vale Road
ST IVES NSW 2075

Do you do free postage on exchanges or refund postage if I have to send something back?

If you need to return an item, we do not refund your postage costs.

If you need to return an item for an exchange, we will post your new item for free to Australian addresses, on the first exchange. 

There will be a $10 charge for any subsequent exchanges in relation to that purchase.  We do not refund your postage costs to return the item to us.

International deliveries

We do not offer exchange, refund or credit note for any issue arising from purchases sent outside Australia, with the exception of New Zealand.

If you are in New Zealand, please contact us as soon as you receive your parcel and there is a problem. Due to the expense of posting to New Zealand, we charge $10 postage on the first and subsequent deliveries relating to an exchange. 

Please feel free to contact us during business hours on 61 2 9144 3000 or email to discuss any aspect of your delivery. We are human and if we have made an error, we will try to rectify it immediately to your satisfaction

Customer service contact 

You may contact us:

In-store: Adrienne and The Misses Bonney St Ives, Shop 124 St Ives Shopping Village, 166 Mona Vale Road, Sydney, NSW, Australia

On-line: email us at shop@missesbonneystives.com.au

Phone: during Eastern Australia business hours: 02 9144 3000



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