FAQ

How can I track my parcel?

Once your parcel has been dispatched, you will receive a tracking notification from Australia Post.

Within Australia you can trace your parcel with Australia Post track and trace service; https://auspost.com.au/mypost/track/#/search

If you are located internationally you can trace your parcel using your local postal service for example;

New Zealand; https://www.nzpost.co.nz/tools/tracking

United States; https://tools.usps.com/go/TrackConfirmAction_input

United Kingdom; https://www.parcelforce.com/track-trace

How do I use my credit note?

Once your returned is received please allow 2 business days for processing.

You will then be issued with your Gift Card via email containing a code which you can simply copy and paste at the checkout page.

This code can be used as many times until your amount is fully exhausted within 6 months.

How do I apply a discount code?

  • Obtain a current sales promotion discount code from our social media page or website.
  • For new customers the first time purchase discount code will be sent to you via email within 24 hours of subscribing. Please contact our Online Team if you have not received.
  • Discount codes are not automatic. The discount code must be applied manually by the customer at the checkout page to be valid.

Please note we are unable to apply a discount code to any order after it has been placed.

Can I return an item out of the 10 business days?

Unfortunately, items are only accepted back for an exchange or credit note if received back to Shona Joy within 10 business days of receiving your parcel.

After this, all sales are final.

Can I make a return if I have paid with Afterpay?

Full-priced goods purchased via Afterpay are still eligible for a credit note or an exchange, however your original payment schedule with Afterpay will continue until payments are completed. Visit the after pay site here for their terms & conditions.

If you are exchanging for a more expensive item, our online team will contact you to make the additional payment.

What if I receive a faulty item?

Shona Joy needs to be notified straight away if you receive an item with a fault.

Please fill out the returns form provided on the link below;

https://shonajoy.com/pages/returns

Please note photos must be provided for all faulty items to be assessed.

Refunds are only given if there is no replacement available or cannot be fixed.

If I am eligible how long should I wait and how is my refund processed?

Refunds are processed via the same method of payment used to make your purchase.

Once processed please allow up to 10 business days for this to appear in your account.

Can I add an item or change my order once it has been processed?

Unfortunately, once an order has been processed we cannot add or change your order.

Can I modify the address on my order after processing?

Shona Joy is not accountable for an incorrect address being entered on your order.

Please contact us immediately at info@shonajoy.com.au or call us on (+61) 2 9690 1002.

Please note we are unable to make any changes once your order has been dispatched.

How do I place an order for bridesmaid’s dresses?

Please note that all dresses for a single bridal party should be ordered in one order. This ensures the full order comes from the same production batch, to avoid any variation in dress colour. 

If you have any queries, please email info@shonajoy.com.au before placing your order. 

Will I have to pay for customs and duties for international orders?

The postal fee 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. We are unable to estimate what these will be, so it is best that you contact your local customs office for further information.

When purchasing from a stockist am I entitled to the same returns policy as Shona Joy?

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

What if my order presents a risk of fraud?

PLEASE NOTE: that any order that presents a risk of fraud, may be subject to a held order until identity is verified. To verify a payment's authenticity, we will ask for proof of identity (listed below)

This ensures that we minimise credit card fraud and fraudulent activity on our E-Boutique. If you have any concerns or questions with this procedure, we suggest contacting our E-Boutique Administrator (online@shonajoy.com.au) before making your purchase.

These are the requirements for proving identity when requested:

  1. Send 2 copies of photo ID for the cardholder (passport, driver's license, or state identification card) to our E-Boutique Administrator once payment has been made. All other sensitive information may be blocked out.
  2. A copy of a recent monthly card statement for the credit card being used, showing the banks name, the cardholders name and address, and the last 4 digits for this credit card sent to our E-Boutique Administrator. If you only receive your statement on-line, we can accept a screen-shot of a page showing the necessary information listed above. All other sensitive information may be blocked out.

Once you send through any personal information to verify your payment, all information will be deleted for security purposes.

If your question is not listed on this page, please contact our online team at info@shonajoy.com.au.