MADE TO ORDER. FREE DELIVERY & RETURNS. CUSTOM MADE TO ORDER. LOCALLY & SUSTAINABLY. FREE DELIVERY & RETURNS.

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+612 7900 3023
e-boutique enquiries:
customercare@jacintajames.com.au
Other Enquiries:
info@jacintajames.com.au

Returns and Exchanges

POLICY FOR VOLUME 8 ORDERS

If for any reason you are not happy with your purchase you are welcome to return your item(s)We will offer a full refund, exchange or credit note. Returns or exchanges are accepted on goods returned to our studio within 7 day;s since your receipt of goods. To exchange or refund your item(s) we must be contacted within 24 hours of you receiving your goods. Returns not adhering to this timeframe will not be accepted. Jacinta James must receive the item(s), swing tags and packaging in the exact condition it was sent out in. It must not have been worn, altered or washed and all tags must be attached. All returns must be sent with a Jacinta James online store returns form.

Please contact customercare@jacintajames.com.au to obtain an online returns form and a return authorisation number (RA number). Please include the following when returning an item to Jacinta James:

  • The completed store return form, including return authorisation number provided.
  • A copy of your tax invoice.
  • Your order, with attached swing tags and packaging in perfect, unworn condition. 

Once your return is received, it will be quality controlled and reviewed by our team before a refund, exchange or credit note may be issued. Due to the Make To Order nature of our studio any exchanges will require approximately 5 - 20 business days for make and dispatchSpecific timeframes for this are discussed once we have received your return and requested exchange.

Important Information

  • We do not refund shipping costs for goods returned, unless your garment is deemed to be faulty.
  • Credit notes are strictly valid for a six month period. All unused credit after this period will be forfeited.
  • All items are quality controlled and checked for any faults before they are dispatched to customers. Returns that are damaged, show signs of wear or do not have their original tags attached may not be accepted and may be sent back to the customer.
  • You are responsible for safely packaging your return so it is received undamaged during transit.

Order Cancellations

Due to the make to order nature of the garments it is not possible to cancel your order once it has been placed.

 

POLICY FOR VOLUME 8 WITH COMPLIMENTARY CUSTOM

Our Policy for refunds and exchanges with complimentary custom apply to the above. However, on the rare occasion your specific custom request may alter the integrity of the garment, we will contact you to notify you before we begin production. We will happily explore our recommended options with you for your desired resultsHowever, we reserve the right to withhold your ability to refund your item(s) if the custom request is beyond what we recommend, or deemed inappropriate to the integrity of the item(s) function and / or design. If this is the case, your approval will be required in writing to continue with the order, and your order will become non refundable. We also reserve the right to cancel your order inecessary

 

POLICY FOR CUSTOM ARCHIVE AND CUSTOM CREATE

As Custom Archive and Custom Create are unique to the customer order and process, a separate set of terms may apply. This will be issued to the customer before the order is processed. If Custom Archive is a replica of a style already in existence, the terms above for Volume 8 may apply. The greater the custom changes are to the order, the more specific the terms or capacity of refund, exchange or credit note may become. As these styles are custom ordered, we will not provide refunds for change of mind. Custom Create is non refundable. Exchanges or credit notes are also not applied. However the work and communication involved ensures the process is unique to your needs. For online customer enquires please contact: customercare@jacintajames.com.au 

POLICY FOR GIFT CARDS

Items purchased with a gift card are able to be exchanged or credit note issued in accordance with the policies above, with the exception to refunds. Gift cards and the items they are used to purchase, are non refundable.