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Returns & Exchanges

 If you are ordering online for the first time, or unsure about your size or have questions about a particular style or colour we will be happy to answer any questions you may have.
Please review the links in the footer of our website including our FAQ page and if you still need assistance please contact us 

 

OUR RETURN POLICY

The following Returns Policy is drafted in accordance with Australian Consumer Law which is overseen by the Australian Competition & Consumer Commission in Australia

Should you need to request a return or exchange, please notify us in writing no later than 2 business days of receiving your order due to how fast stock our changes and sizes selling out fast

One Honey will offer a store credit only on any full price items that meet the following conditions 

  • It does not fit you,
  • You are not satisfied with the quality,
  • Or, you have simply changed your mind
  • All tags must be attached including any original packaging 
  • Restocking fees of 20% of the item price may apply
  • Any items must be unwashed, unworn and in perfect condition and not altered, no pulls marks or damage in any way and must be perfect resalable condition
  • Australian customers must deliver the approved item back to us no later than 14 business days with full tracking
  • International customers must deliver the approved item back to us no later than 30 business days with full tracking
  • Return shipping is covered by the customer with full tracking 

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SIZE OR EXCHANGE REQUESTS FOR FULL PRICE ITEMS

  • Due to how busy we are we no longer process manual exchanges or hold stock
  • Customers are to request an exchange of a full price item in writing no later than 2 business days of receiving your order due to how fast stock our changes and sizes selling out fast
  • We only allow 1 exchange per order, per customer
  • Requests outside of this period will not be honoured for any reasons such as weight fluctuation, postponement of event, change of mind or other circumstances  

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ITEMS EXCLUDED FROM RETURNS FOR HYGENE REASONS

  • Cosmetics
  • Hair Accessories
  • Hosiery
  • Hats
  • Lingerie
  • Swimwear
  • Earrings
  • Sunglasses

 

ITEMS EXCLUDED FROM RETURNS OR EXCHANGES

  • Sale items, marked down due to imperfections or discontinued styles
  • If the item has been worn to an event, or used for commercial purposes
  • If the item has been altered in any way, train, cups etc
  • If the item is returned with pin marks, damage, pulls, sweat marks or any signs of visible wear or damage that makes it non resealable
  • Silky or delicate style materials that have any marks or imperfections will not be accepted 
  • Shipping fees are not refundable
  • Rush Fees are not refundable
  • If your event is cancelled due to covid-19 our special conditions will apply

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FAULTY ITEMS

  • One Honey team does a thorough inspection of all goods during different stages of quality control, and again before they are shipped to our customers
  • We stand behind the quality of our products, but if you come across a manufacturing fault please contact us in writing within 2 Business days of receiving your delivery so we can resolve this for you as quickly as possible
  • Please ensure you provide photos and clear outline of the fault 
  • Items that become damaged as a result of normal wear and tear are not considered to be faulty
  • Items that become damaged on delivery by the customer are not considered to be faulty
  • One Honey will determine, in its sole judgment and discretion, whether the damage is as a result of normal wear and tear or some other reason, we will offer replacement, refund or repair at our discretion
  • The item will be repaired by an approved Alterations person of our choice
  • If you believe your item has a fault please email us and include photos and clear description of the problem and our management will review this for you 

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ONLINE ORDERS

  • If you checkout and pay for your order via our website, you agree to our full terms and conditions at the time of purchase and payment
  • Some orders may have special terms and conditions and a copy will be issued to you via email, please ensure you keep these documents for your records
  • In the event any item on your order is sold out or no longer available at the time of ordering or after the order is placed, we will contact you and make arrangements for a substitute item to be selected, or a credit note or refund will be offered

IN-STORE ORDERS

  • If you checkout and pay for your order at our Gold Coast Showroom, you agree to our full terms and conditions at the time of purchase and payment
  • Some orders may have special terms and conditions and a copy will be issued to you with your paperwork, please ensure you keep these documents for your records
  • In the event any item on your order is sold out or no longer available at the time of ordering or after the order is placed, we will contact you and make arrangements for a substitute item to be selected, or a credit note or refund will be offered

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RUSH ORDERS
  • Some Designers will allow a rush order to be placed, this fee is non refundable 
  • All Rush Orders will be given absolute priority above all other orders, skip to the front of the processing and shipping que and may be dispatched earlier than anticipated/quoted timeframes due to the fee paid by the customer
  • If your event is very soon, or for a special occasion please contact us to enquire about a Rush Fee

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MADE TO ORDER DRESSES

  • If the item was made to order and is a standard size they can be returned as per the above policy, please contact us within 2 Business Days of receiving your order
  • Made to Order Gowns/MTO Gowns that are made in your specific measurements or customised with adjustments, selections such as colour, design features or other alterations are bespoke in nature and considered final sale
  • All timeframes given by the Designers are approximate and subject to change and may be affected by factors outside on our control

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SUNGLASSES

  • All Sunglasses sold by One Honey Boutique are hand checked prior to shipping
  • Items are bubble wrapped and then sent in a padded mailer bag
  • All Sunglasses are considered final sale and not eligible for return of exchange
  • For manufacturing defects, proof will be required and photos reviewed by our Management
  • Warranty does not cover scratches, accidental damage caused by general use, fading or peeling of frames or the loss of screws due to neglect
  • Mirror lenses are highly vulnerable to scratches and nicks caused by everyday wear and tear
  • Natural wear and tear on mirror lens sunglasses do not make them eligible for exchanges or returns

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FOOTWEAR

  • All footwear must be returned in pristine condition and soles unworn
  • All shoes must be returned with their original shoebox, without any postage labels placed on the box
  • If you are posting back a pair of shoes put the box inside a plastic bag or wrap in paper to be posted back to us, this is to ensure the box remains in perfect condition

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BRIDESMAIDS OR BULK ORDERS

  • If you are ordering Dresses for Bridesmaids or where you may need multiples of the same Dress please ensure you check with us prior to purchase
  • It is important that all Dresses are ordered at once to ensure colour consistency and size availability as some styles may be discontinued at a later stage  

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OUR FABRICS

  • Some of the items we sell may use new and unique fabric styles
  • If you are unsure of a particular item or the fabric used please email us prior to making your purchase
  • Sequin items may have some sequin loss, this is normal and not considered a fault
  • Glitter covered items are packed with extra Glitter to provide maximum sparkle, please open these items over a plastic bag to capture all the spare Glitter that may fall down, any Glitter loss is normal and not considered a fault
  • Some dresses may feature a sequin or embroidery applique, as each one is hand placed they will be unique and may be aligned differently to the image shown on our website, due to the handmade nature of these styles placement not to your preference will not be considered a fault
  • Some loose threads may occur during the production of an item, any item with a loose thread is not considered a fault

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SAMPLE SALE

  • From time to time we will run a clearance sale in our Gold Coast Showroom of sample items or discontinued styles
  • These items have signs of wear or may be imperfect or damaged
  • Any alterations, cleaning or repairs are to be made at your own expense
  • Before purchasing, please consider that all sales are final
  • These items are heavily reduced for this reason and will be clearly marked down on the garment tag for you to view and decide to purchase

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PAYMENTS USING PAYLATER METHODS

  • If you paid using a paylater method in store or online, you are still required to make your payments to them otherwise they may charge you further fees
  • If you fail to make payment to these providers this could affect your credit rating
  • These companies are seperate businesses to us and we are not able to change any payment plans you have agreed with them

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HOW TO REQUEST A RETURN OR EXCHANGE

  • Our staff at the Showroom cannot assist you with any size or exchange requests
  • Returns are not permitted in store without prior approval
  • All requests must be received in writing and approved by management, please follow the below process


STEP 1

  • Inspect your item and make sure it's in perfect condition with all tags attached and meets our return requirements above


STEP 2

  • Please email us and include your online order number and include a copy of your order confirmation 
  • Once you email us our system will assign you a ticket number and add your email to our inbox for processing. All tickets are processed in the order they are received, we reply within 24/48 hours during our published business days
  • Please do not send multiple emails about the same thing as it will only make this process longer
  • Please print the email and circle the RA#, then include this printed email in the package with your returned item(s)
  • We strongly suggest using a trackable postage option as it enables you to track the parcel being returned


STEP 3

  • Once the package is received, our team will inspect the item(s) and make sure its in perfect condition and meets our return requirements
  • Should your item return to us damaged or not meet our return criteria it will be rejected and returned to you at your cost 
  • Please allow 3-5 business days for all returns to be processed
  • Once your return is approved we will email you back and confirm the credit note has been issued

 

UPDATED OCTOBER 2022