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FAQ

ORDERS

HOW DO I APPLY A DISCOUNT CODE?

Discount codes are not automatic and must be applied manually by the customer at the checkout page to be valid. If you obtain a discount code as part of our new subscriber sign-up promotion, through our social media channels or via our newsletter, simply copy and paste the code at the checkout page.

Please note, all discount codes will have an expiry date - if the promotion has ended, your code will not be valid.

Additionally, we are unable to apply a discount code to any order after it has been placed, nor can we provide a partial refund.

All promotional flash sales run through our website are automatically applied at checkout, a discount code will not need to be entered.


Only items included in the promotional flash sale will reflect the discount offered - if you are not seeing a discount reflected at checkout, this is likely because the item(s) you have in your cart are not applicable to the sale, or the promotion has ended.

 

For further assistance, please contact our Customer Care Team at info@shonajoy.com.au.

 

HOW DO I USE MY CREDIT NOTE?

All credit notes will be issued as a Gift Card and sent to you via email. The email will contain a code that you can simply copy and paste at the checkout page. The code will remain valid for 12 months, or until the full amount is exhausted.

Once your return has been delivered to our warehouse, please allow up to 72 hours for your credit note to be processed (plus an additional 2 business days during busy sale periods).

If you have any issues using your Gift Card, or if your Gift Card has expired, please contact our Customer Care Team to discuss a possible solution at info@shonajoy.com.au.

 

CAN I ADD AN ITEM OR CHANGE MY ORDER ONCE IT HAS BEEN PLACED?

Although we try to accommodate our customers, unfortunately once an order has been processed, we cannot make any changes. If you have just placed your order, please send our Customer Care Team an urgent email at info@shonajoy.com.au, or call us on +02 9690 1002, to discuss a possible solution.

CAN I CANCEL AN ORDER ONCE PROCESSED?

Although we try to accommodate our customers, unfortunately once an order has been processed, we cannot make any changes. If you have just placed your order, please send our Customer Care Team an urgent email at info@shonajoy.com.au or call us on +02 9690 1002 to discuss a possible solution.

CAN I MODIFY MY DELIVERY ADDRESS AFTER PLACING AN ORDER?

Unfortunately, we are unable to make any changes to your delivery address once your order has been picked, packed, or dispatched. If you have entered an incorrect delivery address at the time of processing your order, please contact us immediately at info@shonajoy.com.au or call us on (+61) 2 9690 1002.

Please note, if you contact us outside or business hours, we will try and get back to you as quickly as we can, however, we cannot guarantee our team will be able to action your enquiry before your order is processed. Shona Joy is not accountable for any errors made at the time of entering your address when placing an order.

HOW CAN I TRACK MY PARCEL?

Once your parcel has been dispatched, you will receive a tracking number via email, sent from Shona Joy.

If you are unable to locate your tracking number, please remember to first check your junk and spam folders. If you do not receive any tracking information, please contact us directly at info@shonajoy.com.au.

All local orders (Australia wide) are sent with Australia Express Post and can be tracked here.

All international orders are dispatched with DHL Express Post and can be tracked here.

Please note: Shona Joy is unable to advise on any possible taxes or duties that might be applicable to your order once your parcel reaches the destination country. Please contact your local Customs Office for further information.

HOW LONG WILL IT TAKE TO SHIP MY ORDER?

If your order is placed before 12:00pm (midday) AEST, your parcel will be dispatched within 24 hours. Any orders placed on a Saturday, Sunday or Public Holiday will be processed within 24 hours of the following business day. During busy sale periods, please allow 2 additional days for dispatch.

All Local (Australian) parcels are sent via Australia Post Express Service and tracking information will be sent via email from Shona Joy once your parcel has been dispatched.

International deliveries to New Zealand are dispatched with DHL Express and are estimated to arrive within 3 - 10 business days, however this will vary depending on the shipping location.

Any delivery date or time specified by Shona Joy is a best estimate only. Shona Joy is not liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery. Please check our shipping page here.

WHAT IF MY ORDER PRESENTS A RISK OF FRAUD?

Any order that presents a risk of fraud, may be held until your identity can be verified. To verify a payment's authenticity, we will ask for proof of identity (listed below). This process is to minimise credit card fraud and fraudulent activity. If you have any concerns or questions with this procedure, please contact our Customer Service Team at info@shonajoy.com.au before making a purchase.

If your order presents a risk of fraud, our team will require the following as proof of identity:

- 2 x versions of photo ID for the owner of the card / payment method used to process the order (Ie. passport, driver's license, or state identification card).
- A copy of the statement for the card / payment method used to process the order, showing the banks name, the cardholders name and address, and the last 4 digits for the card used.

Any personal information provided will be deleted once verified.

WILL I HAVE TO PAY FOR CUSTOMS AND DUTIES FOR INTERNATIONAL ORDERS?

The shipping cost added to your order at the time of checkout 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. Please contact your local Customs Office for further information or estimations on these costs.

RETURNS

HOW LONG DO I HAVE TO RETURN AN ITEM?

Returns must be lodged in our return portal on our website within 10 days of delivery. After this, all sales are final.

Please note that all returned garments must be in its original condition, unworn, with all the tags attached and in the same packaging that it arrived it. If your return does not meet this criterion, your return will not be accepted and will be sent back to you.

WHO COVERS THE COST OF RETURNS?

Shona Joy does not cover the cost of returns and the responsibility of the return lies with the customer. Please ensure that you purchase a return satchel using a traceable service. Additionally, once your return has been delivered to us, it can take up to 72 hours to process the credit note, refund, or authorised exchange.

 

DOES SHONA JOY OFFER REFUNDS?

All full priced items are eligible for a refund within 10 days of your parcel being received. Items must be returned in original condition, unworn, unaltered, unwashed, with original packaging and with all tags attached.

Refunds are reversed onto the form of payment used for the order, i.e. credit card, Afterpay account or credit note.

Items purchased during a promotional sale where a discount has been applied at checkout (manually or automatically), can only be returned for an online store credit (valid for 12 months).

The total amount refunded or credited will be minus original shipping charges.

We do not offer refunds for permanently marked down items that are purchased from The Outlet or Sale sections of our website. These items are final sale unless faulty, in which case the item will be repaired or replaced. If the item cannot be repaired and a replacement is not available, a refund will be offered.

 

HOW LONG WILL IT TAKE TO PROCESS MY REFUND?

Refunds are processed within 72 hours of your parcel arriving back at our warehouse. Refunds will be processed back into the original method of payment that was used to make your purchase.

If your purchase was made using a credit note or Gift Card, the purchase amount will be applied onto a new Gift Card and cannot be reversed.

Please allow up to 10 business days for funds to appear in your account once your refund has been processed by our team.

CAN I EXCHANGE MY GARMENT FOR ANOTHER SIZE OR STYLE?

Due to the limited nature of our pieces, Shona Joy does not facilitate exchanges. Full priced garments will only be returned for a credit note or refund. With this credit or refund, you can repurchase your desired style or size.

 

CAN I RETURN A SALE ITEM?

Unless deemed faulty, any permanently marked down garments that are purchased from The Outlet or Sale sections of our website are final sale and cannot be returned for a credit note, exchange, or refund.

If you believe your item is faulty, or if you have any questions regarding sizing, fabrication or fit, please contact our Customer Care Team before your purchasing at info@shonajoy.com.au or call us on (+61) 2 9690 1002.

Please note, if your item is deemed faulty by Shona Joy, a refund is only provided if a replacement is not available or the item cannot be repaired.

 

CAN I MAKE A RETURN IF I'VE PAID WITH AFTERPAY, KLARNA, LAYBUY OR ZIP?

All full priced goods purchased via Afterpay, Laybuy, Klarna or Zip are also eligible to be returned for a refund or credit note. If a refund has been requested, any remaining scheduled payments will be adjusted/cancelled, and any completed instalments will be refunded to you by the payment platform. If a credit note has been requested, your original payment schedule with the payment platform will continue until all instalments are completed.

All sale or outlet items are final sale unless deemed faulty by our Customer Care Team, in which case the item will be repaired or replaced. If the item cannot be repaired and a replacement is not available, a refund will be offered.

Faulty refunds will be processed to your original chosen payment platform and any scheduled payments will automatically be adjusted/cancelled accordingly.

Please use the following links for full terms and conditions of each individual payment option - Afterpay, Laybuy. Klarna or Zip,

WHAT IF I RECEIVE A FAULTY ITEM?

When you receive your order, please inspect all items carefully before trying on - if you notice a fault, please contact our Customer Care Team immediately at info@shonajoy.com.au and ensure you include your order number and a photo of the fault within your email. The Customer Care Team will respond as soon as possible with a desired solution.

AM I ENTITLED TO THE SAME RETURNS POLICY WHEN PURCHASING FROM A STOCKIST?

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

 

WEDDINGS

HOW DO I PLACE AN ORDER FOR BRIDESMAID DRESSES?

When placing an order for your bridal party, we suggest that all dresses for a single bridal party are purchased together. This will allow our team to ensure the full order comes from the same production batch, to avoid any variation in dress colour.

 

Please note: we cannot ship dresses within a single order to separate locations once placed.

For further information on our Wedding Edit and about ordering for your bridal party, please follow the link here, or contact weddings@shonajoy.com.au or (+61) 2 9690 1002.

 

CAN I ORDER FABRIC SWATCHES FOR BRIDESMAID DRESSES?

Swatch libraries for our Wedding Edit collections (Core, Luxe and La Lune) are available to order on our website. Each swatch library booklet contains small individual fabric swatches of all colours available in the collection.

For further information on our Wedding Edit and about ordering for your bridal party, please follow the link here.

WHERE CAN I TRY ON THE LA LUNE BRIDAL EDIT?

 

The whole La Lune Collection is exclusive to our Online Store. To ensure that the garments best suit you and your bridesmaids, we recommend sending your measurements and the name of the desired garment to our Customer Care Team at weddings@shonajoy.com.au.

 

HOW DO I KNOW IF THE STYLE I WANT TO PURCHASE WILL FIT?

 

Detailed information for an individual style is available within the product page for each garment. For assistance taking measurements to find the perfect fit, please use our size guide here.

We follow strict guidelines through the design process to ensure all garments produced are true to these measurements, however it's important to note that the size of all garments will vary based on the desired style / fit (i.e. slim / fitted styles vs. relaxed fit) and fabrication.

Our Customer Care Team are incredibly knowledgeable on the fit, fabrication and styling of our garments and always happy to offer advice before you purchase - please do not hesitate to get in-touch at info@shonajoy.com.au, weddings@shonajoy.com.au or (+61) 2 9690 1002.

 

If you're unable to find the answer to your question listed on this page, please do not hesitate to get in-touch with our Customer Service Team at info@shonajoy.com.au or +61 2 8188 3728.