FREIGHT & RETURNS

 SHIPPING

Please allow for extended processing, shipping and delivery times during sale and other promotional periods.

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.

AUSTRALIAN ORDERS

Standard Delivery is complimentary on all orders over AUD$150 delivered within Australia. All orders under AUD$150 will be charged a flat shipping rate of AU$10 for standard delivery and $25 for express delivery. 

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.

 **Please be aware that Dispatch and Shipping times can be longer over seasonally busy periods, such as Christmas, and delivery times can not be guaranteed.

INTERNATIONAL ORDERS

All international orders are processed within 48 hours, and are sent using DHL Express courier services. Delivery generally takes 3-7 business days. This can vary as orders can often be delayed at custom clearance in the US and other international airports.

Once your order has been collected by the couriers, we cannot be held responsible for any delays that may occur. Please allow for extended shipping times when ordering during busy seasonal or promotional periods.

If you notice a delay with your order, we are happy to provide further assistance and can lodge an enquiry on your behalf. You may also need to lodge your own enquiry, and if you wish to dispute a delivery or a delay, it is up to the customer to do so with DHL. 

All deliveries require a signature upon receipt.

Please note that we are unable to ship to PO Boxes.
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.

CLICK AND COLLECT

It’s really that easy. Just order online, then pick up in one of our two boutiques: Surry Hills Boutique in Sydney, or Armadale Boutique in Melbourne.

How do I place a Click and Collect Order?

  1. Pick out your most loved items, drop them into your cart, and head to checkout (just like you always do when ordering online).
  2. If all your chosen items are in stock, you'll find the option to choose Pick Up as your preferred delivery method at checkout.
  3. Choose your favourite Maison Balzac boutique. *Only boutiques with the selected items in your cart will show up.
  4. After your order is placed, you'll get an email notifying you that we've received it and when it'll be ready for collection. Your Pick Up order is typically ready within a day, so keep an eye on your inbox!
  5. Make your way to the Maison Balzac Boutique you've chosen and get ready to collect your items! Remember to bring your collection email and a valid photo ID.

Our Maison Balzac boutiques have a 10 day collection period for all click & collect orders. This period begins the day you receive your 'Ready for Pick Up' email notification. We kindly ask you to collect all orders within this 10 day timeframe, or contact our team to notify them of a delay. Any order not collected within 10 days of being notified, will be cancelled.  Please consider our store opening hours when planning your collection date. 

Please note, not all products will be available for click & collect. If one item in your cart is unavailable for collection, the entire order will display as unavailable. In this case, we recommend using our shipping option to ensure a more efficient purchase experience.

Maison Balzac offers an exclusive gift-wrapping service for all Click & Collect orders. Our premium Maison Balzac gift boxes can be purchased at checkout. 

All products purchased through click and collect can be returned or exchanged in line with our Returns and Exchange Policy.

**Please note, our click & collect service is unavailable during sale and other promotional periods. 

SHIPPING RESTRICTIONS

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, faulty or 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.

RETURNS

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.   

Final sale:

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 bonjour@maisonbalzac.com 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.

    GIFT RETURNS

    Returns of gifted items can be accepted in exchange for store credit. 

    In order to successfully process a return, you will need to provide the original order number and purchaser’s full name.

    GIFT CARDS

    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 within 7 days of receiving the goods, 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 bonjour@maisonbalzac.com

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