FREIGHT & RETURNS
All orders receive full and accessible tracking information. Please ensure you include your phone number when prompted during the checkout process if you wish to receive update notifications via SMS.
Please allow for extended processing and delivery times during sale and other promotional periods.
Standard Delivery is complimentary on all orders over AUD$99 delivered within Australia. All orders under AUD$99 will be charged a flat shipping rate of AU$10. For the below delivery schedules to apply, orders must be placed before 12pm on that day to allow for processing times.
Standard Shipping within Australia: 1-4 business days*
All orders require a signature upon delivery. If someone is not on the premises to sign and receive your order, it will be taken to the nearest post office or courier depot for collection.
*Delivery times are based on Metro areas, please allow an additional 1-2 days for regional deliveries.
International orders are subject to a flat delivery rate of AUD$50.
All international orders are processed within 48 hours, and are sent using TNT or DHL international courier services. All deliveries require a signature upon receipt.
Please note that we are unable to ship to PO Boxes.
Our TNT and DHL courier network may not service certain isolated countries or regions. Under these conditions, your parcel will be dispatched using Australia Registered International Post.
Please feel free to contact our customer service team if you have any concerns, or require further information.
DUTIES & TAXES
All international orders are subject to the duties and taxes of the country to which they are shipped. These fees are not included in the price of the product(s) and are the sole responsibility of the recipient to pay upon delivery. Maison Balzac takes no responsibility, nor has any control over, the rates and processing timeframes of Customs in each country.
If you change your mind and refuse to accept the delivery of an order from Maison Balzac (excepting instances where product(s) arrive damaged, or the incorrect product(s) have been received), the customer is solely responsible for all original shipping charges, duties, taxes and/or customs charges incurred, and the cost of returning the package. This amount will be deducted from your purchase ahead of processing a refund.
Any claims pertaining to short shipping or incorrect/damaged products must be lodged with Maison Balzac customer service within 7 days of receiving the goods. We are unable to accept or process any claims lodged after this duration.
If you have any questions, concerns or special requests, please feel free to contact our support team for further help and information.
TITLE & RISK
We remain the owner of the items we supply to you until you have paid in full all amounts that you owe us. The items are at your risk as soon as they leave our premises for delivery to you.
Our return policy is applicable to all items purchased from the Maison Balzac online store.
We are happy to accept returns on all items if you are not completely satisfied with your purchase, or wish to exchange or if the product is deemed faulty.
We will re-deliver, replace or refund an order (at your option) if we have incorrectly addressed the delivery. We take no such responsibility if you have provided an incorrect or insufficient address.
On receipt of your purchase, you have 7 days in which to lodge a request for a return. Upon confirmation of a return from Maison Balzac, you have 5 business days in which to return the item to us.
Full priced items can be returned for a refund or store credit.
All items must be returned in an unused, unaltered condition, and in their original packaging within 7 days of receiving the order. Please ensure the original packaging is undamaged and unaltered, as this is considered part of the product.
Exchanges are subject to colour availability, and will be processed only upon receipt and successful processing of the original order. The shipping costs for the return and re-delivery of an exchange are the responsibility of the customer.
All items marked for final sale are not eligible for returns or refunds unless deemed faulty. All final sale products will be marked online and you will also be notified at checkout that the product is a final sale item. Please select carefully to avoid disappointment.
HOW TO PROCESS A RETURN:Contact our returns team on firstname.lastname@example.org within 7 days of receiving your order. Please include the full name the order was placed under, the order number, and the reason for the return.
You will be emailed with a return authorisation (RA number) and all relevant information and return instructions.
Once we have received your order it will be inspected to ensure it meets with the above conditions and a refund or store credit will be processed.
Returns are usually processed within 1-3 days business days of receipt.
The time it takes for funds to reflect in your account is determined by your banking institution. You will be notified via email once your return has been fully processed by Maison Balzac.
Returns of gifted items follow the same return procedure outlined above.
In order to successfully process a return, you will need to provide the original order number and purchaser’s full name.
Gift cards can only be redeemed for merchandise on the Maison Balzac website, and not cash. If the total amount on a gift card is not redeemed in a single purchase, the balance remains on the gift card and can be redeemed on a future purchase.
Please note, Gift Cards are considered non-refundable, non-transferable, and cannot be exchanged for cash.
In the event there is sufficient concern that there has been an attempt at deception or any other illegal activities in connection with a gift card purchase or redemption on the website, Maison Balzac is entitled to cancel the order or request alternate forms of payment.
FAULTY CLAIMS:Each order is thoroughly checked by the Maison Balzac dispatch team prior to being sent out, however should you receive a faulty or incorrect item, please contact our customer service team with all information listed and provide clear imagery.
Maison Balzac reserves the right to reject returns at our own discretion. In this instance, your item(s) will be returned to the address initially provided with the order. Please note that all shipping and handling charges are strictly non-refundable unless the item(s) received are either incorrect or faulty.
Maison Balzac will uphold all return, exchange and refund agreements that meet the above stipulations, however should a single customer make excessively frequent return requests we reserve the right to potentially reject processing further returns or exchanges.
Should you have any questions or concerns regarding returns, refunds or exchanges, please contact our support team at email@example.com