***Our warehouse will be closed on Monday 8 June for the King's Birthday public holiday. Orders will resume dispatch from the following business day.
Please note that order processing times are currently delayed due to our sale. We sincerely appreciate your patience and understanding.
How much does shipping cost to Australia or New Zealand?
All orders placed for delivery within Australia are sent via AusPost.
Free standard delivery on orders over AUD $150
Orders to New Zealand are shipped via DHL Express at a flat rate of NZD $20.
If you have provided an insufficient or incorrect address, please contact our online customer service team as soon as possible, bonjour@maisonbalzac.com as we have a limited period where we can make any amendments to an order before it is sent to our outsourced fulfilment centre for processing. Although we will endeavour to rectify the situation as best we can, we take no such responsibility if the address cannot be changed, and the order has been shipped.
*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 promotional periods, and delivery times cannot be guaranteed.
Do you offer international shipping?
Yes, we ship worldwide from Sydney, Australia. If you are located outside Australia or New Zealand, please place your order through our
Rest of World store. Our international shipping information can be found
here.
Our return policy is applicable to items purchased from the Maison Balzac online store or boutiques.
If you change your mind or received an unwanted gift, you may return your item In Store or Online.
Online Orders:
Returns are accepted within 30 days after receiving your order.
In-Store Purchases:
Returns are accepted within 30 days of purchase.
The customer is solely responsible for all original shipping charges, duties, taxes incurred and the cost of returning the package.
We will re-deliver, replace or refund an order (at your option) if we have incorrectly addressed the delivery. If you have provided an insufficient or incorrect address, please contact our online customer service team as soon as possible. Although we will endeavour to rectify the situation as best we can, we take no such responsibility if the address cannot be changed, and the order has been shipped.
PLEASE NOTE THE FOLLOWING RETURN EXCLUSIONS:
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.
CUSTOMISED ORDERS:
Any product with engraving or customisation are not eligible for returns or refunds unless deemed faulty. All instructions for personalised orders will be clearly outlined on the product page, please read carefully.
BUNDLES & GIFT SETS:
Any bundle or gift set can be returned/exchanged in full in line with our returns policy. Partial returns for individual items which are part of a set will not be accepted. Swaps, or amendments for a change of colour or style, cannot be made to any set.
HOW TO PROCESS AN ONLINE RETURN
Contact our returns team at bonjour@maisonbalzac.com within 30 days of receiving your order. Please include the full name the order was placed under, an order number and the reason for the return.
You will be emailed with a return authorisation (RA number) number and relevant information and return instructions.
Please place item/s in the original shipping carton (if possible).
Items must be returned in original condition including full packaging.
The customer is solely responsible for the cost of returning the package, including any custom duties and taxes which may be incurred (except in instances where products arrive damaged, or incorrect products have been received).
Customer Service will require photos of any items that arrive in less than perfect condition.
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.
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.
FAULTY CLAIMS
Each order is thoroughly checked by the Maison Balzac dispatch team prior to being sent out, however should you receive a faulty, damaged 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 faulty claims over 7 days of receiving the goods.
International orders will be reimbursed for the product and a replacement will not be sent.
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
GIFT RETURNS
Returns for unwanted gifts can be exchanged in store or returned online 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. Please contact our customer service team if you have any questions or concerns- bonjour@maisonbalzac.com
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.
Bonjour
