MONTIQUE CLOTHING’S RETURNS POLICY
There may be times when you will need to return an item purchased from us. Our Returns Policy is designed to assist you with your return. The benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law (ACL).
We at Montique hope you love your new purchase, but we understand that sometimes the item(s) didn’t fit or you may change your mind. Please note that all returns are subject to our returns policy and terms and conditions below. By making a purchase with us you are agreeing to these terms and conditions.
ONLINE PURCHASES RETURN CONDITIONS
Items that are returned must be:
- Returned within 14 days (inclusive) from the tracked date of delivery
- Unused and unworn
- In their original condition without damage or alteration
- With the Montique tags still attached
- Not an ineligible product due to sale condition or hygiene reasons (please see the products below)
- Returned with proof of purchase, a corresponding order number or receipt
If you are not able to comply with these requirements, Montique Clothing reserves the right to refuse a refund on item(s). Montique Clothing will not accept a bank statement as proof of purchase.
To return a garment, postage must be paid by the customer. We do not provide return postage unless you have received the incorrect item or the garment is deemed faulty. For faulty or incorrectly received items, we offer free return shipping at our discretion.
If you wish to return any item(s) you have purchased online, you must return the item(s) via post to our online store address.
Store purchases cannot be returned or refunded online and vice versa.
Original postage costs will not be reimbursed, nor will return postage costs, unless the item(s) are faulty or not as ordered. In this instance, please contact customer service via email@example.com or 0444 580 111 and we will endeavour to assist you.
A sale item is any product that has a strike through the original price and is now marked down in value. Sale items cannot be refunded, except where the item is faulty, incorrectly received or defective. Sale items can be returned for an exchange of size or style.
For hygiene reasons, earrings and face masks cannot be returned unless deemed faulty by Montique.
HOW TO RETURN AN ITEM TO US:
1. Complete the return form included with your order and securely repackage your garments. If you did not receive a form please check that you are eligible for a return, then download and print the RETURNS FORM. Be sure to cover or remove any original mailing address label or carrier barcodes from the package.
2. Send your return package to our Head Office Return Address:
3. Ship your package using a trackable, insured shipping method. We cannot accept responsibility for packages we do not ship. Please keep the tracking details or lodgement receipt for your records.
4. You will receive an email once your return has been processed (check your junk mail just in case!). Please allow 5 business days from the time we receive your return for it to be processed. Your return will be processed in accordance with our return policy.
Please note that our returns are delivered to a safe PO Box location and are collected on a weekly basis. As such, please allow 14 days for your return to be processed by our team.
Any refunds will be returned to you in the manner you paid for the item, including debit or credit card, Afterpay, Paypal, Humm and/or an online store credit. For example, if you paid with an online credit note, you will be reissued a new credit note. This also applies to full price items where a credit note was used.
If a full price item has a promotional code applied to it, it can still be returned for a refund unless specified in our terms and conditions. Full price items purchased with an online store credit can be returned for an online store credit or exchange only.
Returns must be sent back to us within 14 days of receipt. Items returned to us after this period will not be accepted and will be sent back to you.
Gift cards cannot be refunded. Please note that any gift cards purchased in or delivered to an address in NSW from 31 March 2018, or in SA from 10 December 2018 will expire three years after the date of activation.
Should you wish to exchange the item(s) for another size or style please promptly contact our customer service team notifying them of your required exchange and they will be able to assist you. We recommend contacting the online Customer Service team at firstname.lastname@example.org to reserve your size or style should we have it available.
If your size is unavailable online we will issue you with a refund for valid full price item(s) or a credit note for sale item(s).
Our quality control team at Montique Clothing ensures high standards and procedures to ensure every garment is checked before dispatching it. In the unlikely chance that you believe your garment is faulty, or you have received the incorrect item, please contact us as soon as possible. For any email correspondence, please include a photo of the fault so our team can assess it.
If we at Montique Clothing deem the garment as faulty, we are able to provide a replacement, repair or refund. For minor faults, we offer a repair or replacement within a reasonable time. If there is a major fault that cannot be repaired or replaced, then we are able to provide a refund. In the case where the faulty garment needs to be returned back to us, we provide free return shipping. This is in accordance with Australian Consumer Law.
Goods are classified as faulty where a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of wear and tear are not considered to be faulty.
Please note that we can refuse a repair, replace or refund if we find that:
- The garment has no reasonable fault
- The damage or fault has been caused by customer misuse, fair wear and tear or failure to follow cleaning instructions
- You purchased the garment understanding it was flawed or faulty at the time of purchase
- There has been a substantial amount of time between the purchase date and the acknowledgement of fault
ORDER CANCELLATIONS OR CHANGE OF ORDERS
Once your order is completed and confirmed via email, it is instantly sent to our dispatch system to pack your items and ship them to you as soon as possible. This leaves a fairly short window in which we can cancel, change, amend or remove items from your order.
We are unable to swap items on a completed order. If you need to cancel, change the shipping address or amend or remove items from your order please contact the Customer Service team as soon as possible. We cannot guarantee it will be possible to honour your request, however if you contact us within 12 hours of placing your order we will endeavour to amend your order where possible. If an order is returned back to us due to an incorrect or incomplete address, we will need to contact you to process a new shipping fee for re-delivery.
Any orders that you may want to cancel once dispatched need to be returned at your own expense. If you choose to cancel, shipping fees are non-refundable once the order is sent out.
ADDITIONAL SALES AND PROMOTIONAL CONDITIONS
Once an order has been processed, the purchase price is final. We cannot honour any promotions that occur after your purchase.
Warehouse Sale and Outlet
Items purchased during a Warehouse Sale or in the Outlet section are final and cannot be returned for a refund, exchange or store credit, unless the item/s received are faulty.
Lady Luck Promotion
Lady Luck is a final sale and is not eligible for a return, credit note, exchange or refund, unless the item/s are deemed faulty by Montique. Please contact us if you have any issues regarding your order. While we endeavour to follow your special requests, Lady Luck is a surprise collection of dresses and as such we cannot guarantee that your requests can be met. This promotion runs for limited times only. This offer cannot be used in conjunction with any other offer, discount, sale code or promotion.
Flash $99 Sale
Offer is valid on selected styles only. Styles purchased under the Flash Sale are not eligible for a return, refund, exchange or credit note unless deemed faulty by Montique. This offer cannot be used in conjunction with any other offer, discount, sale code or promotion. Our Flash Sale runs for limited times only.
Black Friday and Cyber Monday Sales
Styles purchased under the Black Friday and Cyber Monday promotions are final sales and cannot be returned for a credit note, exchange or refund unless deemed faulty by Montique.