Shona Joy offers a welcome 10% off code on first purchases when signing up to our newsletter. To redeem the discount, the code must be applied at checkout. The discount code is valid for 30 days from the date of issue and can not be used in conjunction with any other promotions. Additionally, we are unable to apply a discount code to any order after it has been placed, nor can we provide a partial refund. For Welcome Code T&Cs please see here.
FAQ
Orders
How do I apply a discount code?
How do flash sale discount codes apply?
All flash sale promotions run through our website will automatically apply the discount for the selected styles 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) in your cart are not applicable to the sale, or the promotion has ended.
Unfortunately any order placed outside of our promotional period is not eligible to receive the discount.
How do I use a credit note?
All gift vouchers that are issued as a reimbursement method for a garment return, will be issued via email. Please allow up to 3 business days for your gift voucher to be processed (plus an additional 2 business days during busy sale periods).
The email will contain a voucher number + pin code that you must apply at the Cart.
The gift voucher will remain valid for 12 months, or until the full amount is exhausted. All Shona Joy store credits are only redeemable via the Shona Joy website.
Once expired, your voucher will be void and cannot be redeemed after the expiry date. We are unable to convert any remaining balance into a monetary refund.
Can I update the contents of my order?
Although we try to accommodate our customers, unfortunately we are unable to make any changes to an order once it has been placed. If you wish to cancel your order and proceed with a new one, please urgently call our Customer Care Team within business hours on +02 9690 1002 and they will do their best to assist.
Can I cancel an order once it's been placed?
If you no longer wish to proceed with your order, our Customer Care Team will be able to facilitate a cancellation at your request. Please urgently call them within business hours on (+61) 2 9690 1002 and they will talk you through the next steps.
Please note, if you contact us outside of 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.
Unfortunately, once an order has been picked and packed, we are unable to make any changes and Shona Joy is not accountable for any errors made when placing your order.
Can I modify my order once it's been placed?
If you have entered the incorrect delivery address at the time of processing your order, please contact us urgently on (+61) 2 9690 1002 or email info@shonajoy.com.au and our Customer Care Team will do their best to assist.
Please note if you contact us outside of 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.
Unfortunately, once an order has been picked and packed, we are unable to make any changes and Shona Joy is not accountable for any errors made at the time of entering your address when placing an order.
How long will it take to dispatch my order?
All orders placed before 1:00pm AEST, Monday to Friday, will be dispatched within 24 business hours. Orders placed on a Saturday, Sunday or Public Holiday will be processed within 48 business hours. During busy sale periods, please allow 2 additional business days for dispatch.
For shipping timeframes once your order has been dispatched, please find further details on our shipping page here.
How can I track my parcel?
Once your parcel has been dispatched, you will receive a tracking number via email.
If you are unable to locate your tracking number, please first check your junk and spam folders.
Any delivery date or time specified by Shona Joy is a best estimate only. Additionally, Shona Joy is not liable for any loss or damage suffered through any reasonable or unavoidable delay in delivery.
Will I have to pay duties and taxes on my international order?
As we're shipping from Australia, for all New Zealand orders, the shipping cost added 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.
If you do not wish to pay the duties and taxes required to import your goods into the country where the order originated, please contact us at Info@shonajoy.com.au and our team will attempt to have your parcel returned to sender.
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.
Returns
How long do I have to lodge my return?
All garments eligible for return must be lodged into our return portal within 14 days of delivery. After this 14 day period, all sales are final.
You can locate the return portal at the bottom of our “Returns” page on our website.
Please note that all returned garments must be in original condition, unworn, with all the tags attached and in the same packaging that they arrived in. If your return does not meet this criteria, it will not be accepted and will be sent back to the address on file.
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.
Can I exchange an item for another size?
Due to the limited nature of our pieces, Shona Joy does not facilitate exchanges. The only exception to this is if your garment is faulty or an order error has taken place. We will of course then look into an exchange. Please note this is dependant on stock availability.
Can I return a sale item?
Unless deemed faulty by the Shona Joy Customer Care Team, any permanently marked down garments on our website are final sale and cannot be returned for a credit note, exchange, or refund.
If you believe your garment is faulty, or if you have any questions regarding sizing, fabrication or fit, please contact our Customer Care Team at info@shonajoy.com.au or call us on (+61) 2 9690 1002.
Please note, if your garment is deemed faulty by Shona Joy, a refund is only provided if a replacement is not available or the item cannot be repaired.
Does Shona Joy offer refunds?
All full priced garments are eligible for a refund within 14 days of your parcel being received. The same policy applies to full price garments even if a 10% Welcome code or Birthday Code is applied to the order.
All promotional items (where a flash sale discount has been applied to a full price garment) are eligible to be returned for a store credit only.
All garments purchased from the Sale or Outlet categories are final sale unless deemed faulty by our Customer Care Team. An indication of the final sale status is if the original RRP has been crossed out and there is a new final sale price next to it.
Can swimwear be returned?
Swimwear must be tried on whilst wearing undergarments and the protective hygiene strip must remain in place.
Our Swimwear Collection is subject to the same return policy that can be found on our returns page. Items will not pass our Quality control inspection if the hygiene strip has been removed or altered and will be sent back to you.
Can I make a return with Afterpay, Laybuy, Klarna or Zip?
All full priced goods purchased via Afterpay, Laybuy, Klarna or Zip are 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 installments will be refunded to you via the payment platform.
If a credit note has been requested, your original payment schedule with the payment platform will continue until all instalments have been paid.
Please use the following links for full terms and conditions of each individual payment platform -Afterpay, Laybuy. Klarna or Zip.
Does Shona Joy cover the cost of returns?
Shona Joy does not cover the cost of returns and the responsibility of the return lies with the customer.
We recommend that you use a traceable service to return your parcel as Shona Joy is not liable for any lost or stolen parcels.
Will Shona Joy notify me when my parcel is delivered to the Shona Joy returns team?
Please be aware that you will not receive a notification from Shona Joy advising that your parcel has been delivered back at our warehouse.
Your return parcel and its contents will first need to be quality checked and this process can take up to 3 business days. Your reimbursement or authorised exchange will be actioned shortly after.
If you are ever wanting to check on the status or current whereabouts of your parcel, please check your return postage tracking details.
How long will it take to process my refund?
Refunds are processed within 3 business days of your parcel arriving back at our warehouse. Refunds are processed back to the form of payment used to place the order, i.e. credit card, Afterpay account or credit note. The total amount refunded or credited will be minus original shipping charges (if applied to the order).
Please allow between 3-5 business days for funds to appear in your bank account once your refund has been processed by our team. Alternatively, if your refund was processed back into a store credit, this is instantaneous.
Am I entitled to the same returns policy if I purchase from a stockist?
Whilst your garment was designed and manufactured by Shona Joy, if it was not purchased directly from our Shona Joy website, we are unable to accept your garment back as a return. We kindly ask that you contact the stockist you purchased the garment from directly. The reason being is each stockist has their own returns policy and their Customer Service Team will be able to assist you further.
Please note that you are of course welcome to email info@shonajoy.com.au with any manufacturing concerns and we will pass this feedback onto our Design and Production Teams.
Can I return something from Shona Joy to a stockist?
All pieces purchased directly from the Shona Joy website must be returned back to our Warehouse via post. Unfortunately, a stockist will not be able to accept your return or issue any sort of reimbursement for a garment that was not purchased directly from their store.
Click & Collect
What is click and collect?
At Shona Joy, we offer a Click & Collect service which allows you to order online and pick up your purchase from our head office in Rosebery, Sydney. To place a Click & Collect order, simply select "Local Pick Up" at checkout.
When will my click and collect be ready?
Click & Collect orders must be placed before 8:00am Monday to Friday for the items to be packed and ready on the same business day. If an order is placed after 8:00am, it will be ready the following business day.
Please note that you will receive a notification from Shona Joy confirming when your order is ready for collection. We kindly ask that you wait to receive this email before visiting our head office to avoid disappointment.
When and where do I pick up my click and collect order?
Collection times are only available between 10:00am - 4:00pm, Monday to Friday, at the below address. Early pick ups are available from 8:00am, Tuesday to Thursday.
Any time outside of these hours will need to be approved by our Customer Care Team. Please contact them on +(02) 9690 1002 or at info@shonajoy.com.au to gain authorisation.
For verification purposes, please ensure that you bring a form of photo ID when collecting your order.
Our pick up address is as follows:
Shona Joy HQ
Unit 16, 809-821 Botany Road,
Rosebery, NSW 2018
What if I can no longer collect my order?
Unfortunately, if you are unable to pick up your Click and Collect order, our Customer Care Team will need to proceed with a cancellation and refund (back into the method of payment used to place the order).
Note that Click & Collect orders will be kept for a maximum of 60 days from the date your order was placed. After 60 days, your order will be cancelled and you will be issued a store credit (valid for 12 months) to the value of your garment(s), minus a $15.00 service fee.
Due to the limited nature of our products and the possibility that your item may no longer be offered on our website, we are not able to offer a refund if you fail to collect your Click & Collect order after 60 days.
If you would still like to receive your garment(s) but would prefer they were shipped, we kindly ask that you place a new order with “shipping” as your preferred dispatch method.
Can I try on my order when I come to pick up?
Shona Joy is purely an online store with no physical store front and for that reason we do not have the facilities to allow try-ons.
If you have any concerns about sizing prior to placing your order, you are welcome to contact our Customer Care Team and they will provide you with as much sizing advice as possible.
Can I return my click and collect to Shona Joy HQ?
All returns must be sent back to Shona Joy HQ via post and we will not accept returns that are dropped off. This is to ensure your return is handled by the correct team and that your reimbursement, or authorised exchange is processed without delay.
Same Day Delivery
What is same day delivery?
At Shona Joy, we offer a Same Day Delivery service which allows customers within a 50km radius of our head office (located in Rosebery, Sydney) to receive their order by 5pm - Monday to Friday (excluding public holidays).
What is the cut-off to place same day delivery orders?
Orders must be placed by 10:30am for Same Day Delivery by 5pm. If an order is placed after 10:30am, it will be scheduled for delivery by 5pm the next business day.
How much is same day delivery?
Delivery fees start at $18.00 and are based on the distance of your delivery address. This fee is calculated at checkout once you have submitted your delivery address. Please note that Same Day Delivery is not available for delivery to PO boxes or parcel lockers as you must be present at the time of the courier's arrival.
Who will be delivering my parcel and how to I track it?
All same day delivery orders are delivered by our partner Rendr.
You will receive an email with tracking details and updates via text to follow the journey of your parcel.
What if I have an issue with my delivery or I can no longer receive my order?
Please note that if you are not available to collect your parcel when the courier arrives, you may be charged a redelivery fee. Same Day Delivery is not available for delivery to PO boxes or parcel lockers as you must be present at the time of the courier's arrival
In the rare situation that your order may be delayed, or if you have any other issues, please contact the Rendr customer care support team.
Email: support@rendr.delivery
Phone: 1300 697 363
