SHIPPING POLICY
Australian Orders
Standard Delivery is complimentary on all orders over AUD$150 delivered within Australia. All orders under AUD$150 will be charged a flat shipping rate of AU$10 for standard delivery and $25 for express delivery.
All orders require a signature upon delivery. If someone is not on the premises to sign and receive your order, it will be taken to the nearest post office or courier depot for collection.
*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.
International Orders
All international orders are processed within 48 hours and are sent using DHL Express courier services. Delivery generally takes 3-7 business days. Shipping times are based on our best estimate, however, delays can occur in transit or due to holds at your local custom office, so it may take longer for an order to be delivered.
Shipping costs are calculated at checkout when you enter your shipping address. If you do not see your country listed at checkout, we do not currently ship to that location.
Once your order has been collected by the couriers, we cannot be held responsible for any delays that may occur. Please allow for extended shipping times when ordering during busy seasonal or promotional periods.
If you notice a delay with your order, we are happy to provide further assistance and can lodge an enquiry on your behalf. You may also need to lodge your own enquiry, and if you wish to dispute a delivery or a delay, it is up to the customer to do so with DHL.
All deliveries require a signature upon receipt.
Please note that we are unable to ship to PO Boxes.
Please feel free to contact our customer service team if you have any concerns or require further information.
DUTIES AND TAXES
All international orders are subject to the duties and taxes of the country to which they are shipped. These fees are not included in the price of the product(s) and are the sole responsibility of the recipient to pay upon delivery. Maison Balzac takes no responsibility, nor has any control over, the rates and processing timeframes of Customs in each country. Duties and taxes will be based on the value of the order and the tax-free threshold (if it exists) for goods imported. These charges depend on your country’s import legislation.
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.
RETURNS AND EXCHANGE POLICY
Our return policy is applicable to all items purchased from the Maison Balzac online store.
If you change your mind or received an unwanted gift, you may return your item In Store or Online. 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, as we have a restricted 30minute period where we can make any edits 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.
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 7days 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
GIFT CARDS
Gift cards can only be redeemed for merchandise on the Maison Balzac website, and not cash. If the total amount on a gift card is not redeemed in a single purchase, the balance remains on the gift card and can be redeemed on a future purchase.
Please note, Gift Cards are considered non-refundable, non-transferable, and cannot be exchanged for cash.
In the event there is sufficient concern that there has been an attempt at deception or any other illegal activities in connection with a gift card purchase or redemption on the website, Maison Balzac is entitled to cancel the order or request alternate forms of payment.
CLICK AND COLLECT POLICY
It’s really that easy. Just order online, then pick up in one of our two boutiques: Surry Hills Boutique in Sydney, or Armadale Boutique in Melbourne.
How do I place a Click and Collect Order?
Our Maison Balzac boutiques have a 10-day collection period for all click & collect orders. This period begins the day you receive your 'Ready for Pick Up' email notification. We kindly ask you to collect all orders within this 10-day timeframe or contact our team to notify them of a delay. Any order not collected within 10 days of being notified, will be cancelled. Please consider our store opening hours when planning your collection date.
Please note, not all products will be available for click & collect. If one item in your cart is unavailable for collection, the entire order will display as unavailable. In this case, we recommend using our shipping option to ensure a more efficient purchase experience.
Maison Balzac offers an exclusive gift-wrapping service for all Click & Collect orders. Our premium Maison Balzac gift boxes can be purchased at checkout.
All products purchased through click and collect can be returned or exchanged in line with our Returns and Exchange Policy.
**Please note, our click & collect service is unavailable during sale and other promotional periods.
