Refund and Returns Policy

ONLINE RETURNS POLICY

We understand that with online shopping the sizing may not be 100% right every time. If for any reason you are unhappy with your order (e.g. it is the wrong size) it can be returned for an exchange or store credit within 14 days.

We are happy to make exchanges or to accept returns in exchange for store credit.

In order to return an item you must meet the requirements below:

– Items must not be worn, altered or washed.

– Items must have all tags and packaging attached.

– You must make contact within 14 days of original purchase and have your receipt (packing slip)

– We will not issue refunds for items unless they are faulty.

– Shanelle & Jac offers free shipping (on applicable orders) with the tacit understanding that the customer will keep the goods purchased. Should you choose to return your full-priced order for a credit, Shanelle & Jac will retain any original shipping costs incurred ($6, or $9 for rural postage). If you would like to exchange an item you will be charged a $6 shipping fee for the postage of the new item. Return shipping costs of the item to Shanelle & Jac are to be covered by the customer.

Please note, we cannot offer refunds based purely on you changing your mind so please shop carefully.

If you don’t want to exchange your item for something else, a store credit will be issued (shipping costs are excluded).

Shanelle & Jac does not take responsibility for any items lost in the process of returning them to us, hence why we recommend you use a traceable method. We will raise a store credit or organise an exchange for you once the garment has been returned and accepted by Shanelle & Jac.

PRE-ORDER

From time to time, we offer pre-order items. This means we have stock on its way and we can offer it for our customers to secure on our online store.
Items offered for pre-order will have the expected shipping date clearly noted on the product page, please read the description carefully to decide if you can wait for the expected arrival date.

This date is an expected delivery date, subject to reasonable delays in manufacturing and/or delivery. We cannot accept responsibility for delays out of our control.

If we’re unable to commence shipping 10 days from the ETA, we will provide a full refund at your request.

All pre-order sales are final and cannot be cancelled or modified, we cannot refund pre-orders for change of mind or offer discounts or credits for delays out of our control.

The pre-order item(s) will be shipped once they are available, any other items purchased with a pre-order item will be sent together with the pre-order item(s).