FLASH SALE | 20% OFF THE PARTY EDIT | SHOP NOW

FREE SHIPPING FOR AU ORDERS OVER $300 

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FAQ

HOW LONG WILL IT TAKE TO SHIP MY ORDER?

If your order is placed before 1pm AEST, your parcel will be dispatched the same business day. Any orders placed on a Saturday, Sunday or Public Holiday will be processed within 24 hours of the next business day.
During busy sale periods, please allow 2 additional days for dispatch. Once your parcel has been dispatched you will receive a tracking notification from Australia Post.

Local (Australian) deliveries within the Sydney Metropolitan area can take 1-5 working days. Please allow 2 additional days for locations outside of the Sydney Metropolitan area.
Please note that we cannot guarantee next-day delivery due to potential unavoidable delays with Australia Post.

International delivery is estimated at 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.

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

Unfortunately, once an order has been processed we cannot make any changes. Please contact our Customer Service Team to discuss a possible solution at info@shonajoy.com.au

CAN I CANCEL AN ORDER?

Unfortunately, once an order has been processed we cannot make any changes. If you have changed your mind and wish to cancel your order, you are eligible for an exchange or credit note only. Please contact our Customer Service team at info@shonajoy.com.au

CAN I MODIFY MY DELIVERY ADDRESS AFTER PLACING AN ORDER?

Shona Joy is not accountable for any errors made at the time of entering your address when placing an order. We are unable to make any changes 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.

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.

HOW CAN I TRACK MY PARCEL?

Once your parcel has been dispatched, you will receive a tracking notification from Australia Post.
Depending on your location, please use the appropriate link as below, to track your parcel.

- Australian orders

- New Zealand orders

 

All international orders will be handed over to a local postal service once arriving at the destination country.
To access tracking information relevant to your location, please follow the links below. If your country is not listed below, please use the link here to find the postal service used for your country,

- United States orders (sent via USPS)

- United Kingdom orders (sent via Parcel Force)

- International orders (outside of Australia, New Zealand, the United Kingdom and the United States)


If you're unable to locate your tracking number, please remember to first check your junk and spam folders. If you don’t receive any tracking information, please contact us directly at info@shonajoy.com.au
Please note - Shona Joy is unable to advise on any possibly 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.

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.

DOES SHONA JOY OFFER REFUNDS?

Shona Joy does not offer refunds unless an item is deemed faulty. Any authorised refunds are processed to the original method of payment.
Parcels that are 'returned to sender' are not eligible for refund. If your item is deemed faulty by Shona Joy, a refunds will only be provided if there is no replacement available or the item cannot be repaired.

Full priced items may be returned as an exchange or for credit if approved by Shona Joy - please read our full Delivery + Returns policies before making a purchase here
If you have any questions, our Customer Service Team are always happy to assist - please email us at info@shonajoy.com.au or call us on (+61) 2 9690 1002.

HOW DO I USE MY CREDIT NOTE?

All credit notes will be issued as a Gift Card and sent to you in an email containing a code that you can simply copy and paste at the checkout page. The code will remain valid for 6 months, or until the full amount is exhausted. Please allow 2 business days (plus an additional 2 business days during busy sale periods) for our team to process your credit note. If you have any issues using your Gift Card, or if your Gift Card has expired, please contact our Customer Service Team to discuss a possible solution at info@shonajoy.com.au

HOW LONG WILL IT TAKE TO PROCESS MY EXCHANGE?

Once your return has been received by Shona Joy, please allow 2 business days (plus an additional 2 business days during busy sale periods) for our team to process your exchange.

For Australian customers, Shona Joy offers complimentary shipping for exchanged items to the customer, however any postage of goods back to Shona Joy will be required to be covered by the customer.

Any exchanges or returns for international orders (outside of Australia) require the customer to cover shipping costs both in delivering to and from Shona Joy. Upon receiving your return, our Customer Service Team will contact you directly regarding your exchange shipping fee - we recommend that returns are sent using pre-paid, traceable shipping. In the event that a package is not received or is lost in transit, Shona Joy will not be liable.

CAN I RETURN AN ITEM PURCHASED FROM THE OUTLET?

Unless deemed faulty, any 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 before you purchase, please contact our Customer Service Team 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 there is no replacement available or the item cannot be repaired.

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 promotion discount as part of our new subscriber sign-up promotion, through our social media channels or via our newsletter, simply copy and past 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.

We are unable to apply a discount code to any order after it has been placed.

All promotional sales run through our website are now automatically processed checkout, so no discount code will be required.
Only items included in a promotional sale will reflect the discount offered - if you aren't 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 Service Team at info@shonajoy.com.au

HOW LONG DO I HAVE TO RETURN AN ITEM?

Items returned for exchange or credit must first be approved by Shona Joy. Returned goods must be received back to Shona Joy within 10 business days of your parcel being delivered to you. After this, all sales are final.

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

Full-priced goods purchased via Afterpay, Zip or Laybuy are still eligible for a credit note or an exchange, however your original payment schedule with the payment platform will continue until payments are completed.
Please use the following links for f
ull terms and conditions of each individual payment option as relevant - Afterpay, Zip, Laybuy.

If you are exchanging for a more expensive item than originally purchased, our Customer Service Team will provide you with a credit note for the original return amount to use against your new order - you can then select your preferred method of payment for the balance amount.

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 Service Team immediately at info@shonajoy.com.au and ensure a photo of the fault is included with your email.

Full information on how to return your order for replacement or repair is available here.
Please note, refunds are only provided if there is no replacement available or the item cannot be repaired.

HOW LONG WILL IT TAKE TO PROCESS MY REFUND?

Refunds will be processed through the original method of payment that was used to make your purchase.
If your purchase was made using a credit note / Gift Card, the purchase amount will be put back onto the original 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.

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 (Ie. slim / fitted styles vs. relaxed fit) and fabrication. Our Customer Service Team are incredibly knowledgable on the fit, fabrication and styling of our garments and always happy to offer advice before you purchase - please don't hesitate to get in-touch at info@shonajoy.com.au or (+61) 2 9690 1002.

HOW DO I PLACE AN ORDER FOR BRIDESMAID DRESSES?

All dresses for a single bridal party should be ordered together in one order. This ensures the full order comes from the same production batch and will avoid any variation in dress colour. Please note, we cannot ship dresses within one order to separate locations. For further information on our Wedding Edit and about ordering for your bridal party, please follow the link here.

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 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.

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.

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 9690 1002.