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How long does it take to ship?

If your order is placed before 1:00pm AEST, your parcel will be dispatched the same business day.

 

Deliveries can take 1-5 working days. Please allow 2 additional days for locations outside of the Sydney Metropolitan area.

 

Please note that we cannot guarantee next-day delivery, as there can be unavoidable delays within Australia Post.

 

Any orders placed on a Saturday, Sunday or Public Holiday will be processed within 24 hours of the next business day.

 

During busy sale periods please allow 2 additional days for dispatch.

 

Once your parcel has been dispatched, you will receive a tracking notification from Australia Post.

 

Any delivery date or time specified by Shona Joy is a best estimate only, and we will not be liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery.

 

Can I add an item or change my order once it has been processed?

Unfortunately, once an order has been processed we cannot add or change your order.

 

Can I cancel an order?

Although we try and assist our customers as much as we can, unfortunately once an order has been processed we cannot. If you don’t require this order, you are eligible for an exchange or credit note only.

 

Can I modify the address on my order after processing?

Shona Joy is not accountable for an incorrect address being entered on your order. Please contact us immediately at info@shonajoy.com.au or call us on (+61) 2 9690 1002. Please note we are unable to make any changes once your order has been picked, packed or dispatched. Please note if you contact us outside or business hours, we will try and get back to you as quickly as we can. Please note that with the amount of enquiries that come in, we may not get this in time.

 

Will I have to pay for customs and duties for international orders?

The postal fee does not include possible taxes and duties, which may be applied by customs in the country where the order originated.

 

The responsibility for any customs duties, foreign taxes or other fees, which may be imposed, will rest with the customer. We are unable to estimate what these will be, so it is best that you contact your local customs office for further information.

 

Why are USD prices much more than the AUD pricing?

As an independent, Australian brand, our prices are set in AUD - in order for us to offer our garments internationally, the duties and taxes set by each government must be paid on the goods.

 

The extra cost on our garments for our overseas customers is not something we can avoid as this is simply the addition of the duties and taxes paid to get garments into these countries - this pricing is in-line with our international retail stockists.

 

As we are based in Australia, our products are tagged with our Australian prices in AUD on Instagram - unfortunately we’re unable to change this, however we’re always happy to chat directly if you have any questions or would like further clarification.

 

How can I track my parcel?

Once your parcel has been dispatched, you will receive a tracking notification from Australia Post.

 

Within Australia you can trace your parcel here

 

If you are located in New Zealand you can track your parcel here

 

Please note that your tracking number may also be in your junk and spam folders, so please ensure you also check there. If you don’t receive this, please contact our lovely customer service team and they will be able to provide this for you.

 

How can I track my parcel for international orders?

Once your parcel has been dispatched, you will receive a tracking notification from Australia Post.

 

To track your order please use the tracking number provided by Australia Post and the link https://auspost.com.au/mypost/track/#/search. Once it leaves Australia and is at your destination please follow the links below that correspond to your country.

 

For all orders travelling to the U.S please use the USPS link here

 

For orders travelling to the United Kingdom please use the ParcelForce link here

 

For all other countries please use the link here. Via this link you be able to find out your postal service for your country.

 

Please also note, we are unable to advise if any taxes or duties might be applicable once your parcel reaches the destination country. For further details on this you must contact your local post or customs office.

 

Please note that your tracking number may also be in your junk and spam folders, so please ensure you also check there. If you don’t receive this, please contact our lovely customer service team and they will be able to provide this for you.

 

What if my order presents a risk of fraud?

PLEASE NOTE: that any order that presents a risk of fraud, may be subject to a held order until identity is verified. To verify a payment's authenticity, we will ask for proof of identity (listed below)

 

This ensures that we minimise credit card fraud and fraudulent activity on our E-Boutique. If you have any concerns or questions with this procedure, we suggest contacting our E-Boutique Administrator (online@shonajoy.com.au) before making your purchase.

 

These are the requirements for proving identity when requested:

  • Send 2 copies of photo ID for the cardholder (passport, driver's license, or state identification card) to our E-Boutique Administrator once payment has been made. All other sensitive information may be blocked out.
  • A copy of a recent monthly card statement for the credit card being used, showing the banks name, the cardholders name and address, and the last 4 digits for this credit card sent to our E-Boutique Administrator. If you only receive your statement on-line, we can accept a screen-shot of a page showing the necessary information listed above. All other sensitive information may be blocked out.

Once you send through any personal information to verify your payment, all information will be deleted for security purposes.

 

Does Shona Joy offer refunds?

Shona Joy online does not offer refunds, we are happy to offer an exchange or issue online credit for full price items that are returned using the correct returns process. However, in the case you have been authorised for a refund it will be made to the original method of payment.

 

Refunds will not be provided for 'Return To Sender' parcels.

 

How do I use my credit note?

Once your return is received please allow 2 business days for processing.

 

You will then be issued with your Gift Card via email containing a code which you can simply copy and paste at the checkout page.

 

This code can be used as many times until your amount is fully exhausted within 6 months.In the case where your gift card has expired, please contact our customer service team to assist you.

 

Please note during high sale periods, credit notes can take up to an additional two days to process.

 

How long do exchanges take to process?

Exchanges can take up to 2 days to be processed, from the day the return has been received. For local orders in Australia, we will cover the shipping. For international customers, a customer service team member will contact you to organise a payment of $20AUD to have this sent out.

 

During high sale periods, the exchanges can take up to 3 - 4 days.

 

Can I return items purchased from the Outlet section?
 
Any garments that are purchased within an outlet sale are final sale and cannot be returned for a credit note, exchange or refund.


 
If you require assistance on sizing please contact our customer service team where they can assist you before purchasing.


 
In the case of a faulty garment, a credit note or replacement is issued. 

 

How do I apply a discount code?

  • Obtain a current sales promotion discount code from our social media page, newsletter or website.
  • For new customers the first time purchase discount code will be sent to you via email within 24 hours of subscribing. Please contact our Online Team if you have not received it.
  • Discount codes are not automatic. The discount code must be applied manually by the customer at the checkout page to be valid.

 

Please note we are unable to apply a discount code to any order after it has been placed.

 

Please note that promotional sales are now automatically applied at checkout - if you see that a price has not reflected, this may mean that the item(s) you have in your cart are not applicable to the sale, or the promotion has ended.

 

Can I return an item out of the 10 business days?

Unfortunately, items are only accepted back for an exchange or credit note if received back to Shona Joy within 10 business days of receiving your parcel.

 

After this, all sales are final.

 

Can I make a return if I have paid with Afterpay?

Full-priced goods purchased via Afterpay are still eligible for a credit note or an exchange, however your original payment schedule with Afterpay will continue until payments are completed. Visit the Afterpay site here for their terms & conditions.

 

If you are exchanging for a more expensive item, the customer service team will provide you with a credit note for the original return amount to use against your new order. That way you are able to easily select your preferred method of payment for the additional cost in a safe say and to provide an invoice with correct values.

 

What if I receive a faulty item?

Shona Joy needs to be notified straight away if you receive an item with a fault. When you receive your order, please inspect all items carefully upon opening and before trying on.

 

If you find a fault, please fill out the returns form here

 

Please note photos must be provided for all faulty items to be assessed.

 

Refunds are only provided if there is no replacement available or the item cannot be repaired.

 

If I am eligible how long should I wait and how is my refund processed?

Refunds are processed via the same method of payment used to make your purchase.

 

Once processed please allow up to 10 business days for this to appear in your account.

 

Please note: if you purchased your item using a credit note, the amount will go back onto the original gift card so please keep a record of this. This cannot be reversed.

 

How do I know if the style I am after is a true reflection of size?

At Shona Joy we follow set guidelines when designing our garments to ensure all styles are true to size. Please note that some garments are designed to be worn as a slim fit, & others as a relaxed fit. This information is noted in the product style notes. We suggest all our customers to inquire with our customer service team to ensure they have the best information before purchase in regards to fit and sizing.

 

How do I place an order for bridesmaid dresses?

Please note that all dresses for a single bridal party should be ordered in one order. This ensures the full order comes from the same production batch, to avoid any variation in dress colour.

 

Please note: we can’t ship the dresses to separate locations after the one order has been placed.

 

How can I order fabric swatches of the bridesmaid's dresses?

Swatch libraries of both the Luxe collection and Core collection are available to order on our website. Each swatch library consists of a booklet containing 3cm x 7.5cm fabric swatches of all colours available in the range.

 

At Shona Joy we pride ourselves on providing consistency and quality at all times. While every endeavour is made to accurately reproduce our colour swatch cards in accordance to industry standards, there may be variation in colour shade to your final purchase. These shade variations occur due to the nature of fabric dyes and the dying process of fabric, the amount of fabric being dyed at any one time and climatic conditions like the temperature at time of dying.

 

When purchasing from a stockist am I entitled to the same returns policy as Shona Joy?

Each stockist has their own returns policy, please contact the stockist directly for this information prior to making a purchase.

 

If your question is not listed on this page, please contact our online team at info@shonajoy.com.au.