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IMPORTANT NOTICE

Please note that while we are endeavoring to commit to our normal dispatch and delivery times listed below, with the implementation of COVID-19 safety measures to safeguard our team, there may be additional delays during busy periods. Our shipping partner, Australia Post, have also advised to expect delays in delivery. These delays are particularly affecting orders going to Melbourne. Please contact our Customer Service Team if you would like to get the most updated dispatch & delivery times. You can also visit our Covid-19 Shipping Delays FAQ's page for more information.

SHIPPING

Orders placed before 1pm AEST will be dispatched by COB the next business day. Orders placed on a Saturday, Sunday or Public Holiday will usually be processed within 24 hours on the next business day. Please allow an additional 2-3 business days for dispatch during busy sale periods. Please note, 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 through any reasonable or unavoidable delay in delivery.

As soon as your parcel has been dispatched, you will receive a tracking notification from Australia Post. In the event that no one can receive your parcel, the courier will leave a card for you to make a collection from the nearest Post Office. Should you have any questions regarding the delivery of your order, our Customer Service Team are here to help. Please don't hesitate to get in-touch at info@shonajoy.com.au

AUSTRALIAN CUSTOMERS

All Australian orders are delivered using Australian Registered Post, to ensure that parcels can be tracked.

For all orders over $300, Shona Joy offers complimentary shipping with Registered Post within Australia, or the option to select Express Post for a flat fee of $5 AUD. For orders under $300, customers can select Regular Registered Post for a fixed cost of $12 AUD or Express Post for a fixed cost of $17 AUD.

Deliveries within the Sydney Metropolitan area can take 1 - 5 working days. Please allow an additional 2 days for locations outside of this area.

NEW ZEALAND CUSTOMERS

All New Zealand orders are sent using Australian International Express Post for a flat rate of $20 AUD. Upon arrival in New Zealand, all orders will be distributed by the local postal service.

The postal fee quoted at checkout does not include possible taxes and duties, which may be applied by New Zealand customs. To comply with Australian export regulations, we are required to declare the exact value of all items ordered and mark them as dutiable merchandise. The responsibility for any customs duties, foreign taxes or other fees will rest on the customer. Please contact your local customs office for further information and accurate costing on customs duties and taxes specific to your location.

Delivery to New Zealand is estimated at 3-10 business days, however this will vary depending on the exact shipping destination.

SIGNATURE ON DELIVERY NOTICE

To minimise the risk of contracting or spreading coronavirus, Australia Post will not require a signature for delivery and/or collection. In all cases, whether a driver or postman delivers to the door or a customer goes in to their local Post Office to collect a parcel, an Australia Post staff member will ask and record the customer’s name and sign on their behalf. The customer will still need to be present for this to occur, but contact will be minimised by either leaving the parcel at the door until the driver or postman has left the premises or left for the customer to pick up on the counter.

We are continuing to operate our online business as usual and will endeavour to deliver your orders as soon as possible in the current circumstances. Our Customer Service Team remains on hand to answer any questions regarding your order via live chat, alternatively you can email email info@shonajoy.com.au or call (+61) 2 9690 1002.

We will continue to actively monitor this situation and will provide updates should any changes occur.


RETURNS

Returns must be lodged with Shona Joy within 10 business days of the parcel being received. After this time, all sales are final. Orders cannot be cancelled once placed.
All Shona Joy garments are assessed to ensure they meet our high quality control standards, however it is the responsibility of the customer to inspect all items carefully before trying on. Shona Joy reserves the right to deny the return if the item(s) fail to meet our return policy requirements, which is in keeping with Fair Trading laws.

In the instance that a parcel is returned to Shona Joy due to failed delivery, the customer will be required to pay an additional shipping fee to be re-shipped. In the event that the shipping fee is not made payable, a credit note (valid for 6 months) will be issued.

FULL PRICED ITEMS

Full priced goods in saleable condition that are unworn with original packaging and tags attached, may be returned for a credit note (valid for 6 months) or exchanged for a different size - pending stock availability. In the instance that an exchange is not possible due to stock availability, a credit note will be issued. Full-priced items purchased during a promotional sale where a discount has been applied at checkout (manually or automatically), are eligible for the same returns procedure as full priced goods.

SALE ITEMS

All sales on reduced items including the Sale and SJ Outlet sections of the website, or the Shona Joy Warehouse Sale are final, unless faulty. Refunds are only provided if a faulty garment cannot be replaced or repaired. It is the responsibility of the customer to assess garments for faults before purchasing at a Shona Joy Warehouse Sale event.

RETURNS PROCESS

To lodge a return, you will need to first obtain a Returns Authorisation number (RA) to include when sending back your order so that our Warehouse Team can process your return. Any returns sent without a RA number will not be accepted and you will be liable for return shipping from Shona Joy. To obtain a RA number, simply complete our Online Returns Form as below or email us at info@shonajoy.com.au Please allow 1 business day for our Customer Service Team to respond to your return request.

Upon receiving your RA, please complete the form at the back of your original invoice and include this with the garment being returned. Shona Joy offers complimentary shipping for exchanged items to the customer within Australia, however any postage of goods back to Shona Joy will be required to be covered by the customer. Any exchanges or returns for New Zealand orders 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. Please allow 2 business days (plus an additional 2 business days during busy sale periods) for our team to process your exchange once your return has been received by Shona Joy.