All orders placed on our website are sent from our Australian based warehouse in Byron Bay, NSW.
Once your order has been placed you will receive a confirmation email from us. Orders are dispatched within 1 - 3 business days and can vary during collection drops or promotional periods. We will always try to dispatch your order within 1 business day and if an order will be dispatched later than 3 business days we will contact you via email.
PLEASE NOTE: During any major sale period please allow up to 2 weeks for some items to be dispatched. If you require your item earlier please contact us and we will try our best to get it out earlier.
SHIPPING WITHIN AUSTRALIA
Flat rate of $15
All orders are shipped via Startrack Express
All orders include tracking and have authority to be left unattended unless specified otherwise upon placing your order.
All orders are shipped via Startrack Express Postage Service and take 1 - 3 days to arrive after dispatch. Once your order has been placed you will receive a confirmation email, and once your order has been dispatched you will receive a tracking number. You can track your parcel by entering your tracking number into this link https://startrack.com.au/track/search
All orders placed after 3pm AEDT are processed the next business day.
Flat rate of $30
All orders are shipped via DHL Express Worldwide
All orders include tracking and signature upon delivery
All orders are shipped via DHL Express Worldwide and take 3-5 business days depending on your country of residence (shipping can take longer for some countries). All orders include tracking and signature upon delivery to ensure your pieces are safe and secure! Once your order has been placed you will receive a confirmation email, and once your order has been dispatched you will receive a tracking number. You can track your parcel by entering your tracking number into this link http://www.dhl.com.au/en/express/tracking.html
All orders placed after 3pm AEDT are processed the next business day.
Depending on your country of residence you may be required to pay custom and import taxes upon collection of your parcel. These charges are processed by your local customs office upon delivery of your parcel and are not connected with Johansen. For more information on these charges please contact your local customs office.
CHANGING YOUR ORDER
We work hard to ensure your orders are dispatched as soon as possible. In some cases we will dispatch your order within 1 hour of purchase. Therefore, if you require any changes to your order please contact us immediately on (02) 6608 0695 9:30am - 3pm AEDT Mon - Fri or email email@example.com. Please keep in mind that Johansen has the right to cancel any order at any time.
If you have any questions, order enquires, or would like to arrange a Johansen personal shopping appointment please call us on (02) 6608 0695 9:30am - 3pm AEDT Mon - Fri or email us at firstname.lastname@example.org.
RETURNS AND EXCHANGE POLICY
Johansen does not offer refunds on items unless the item is faulty.
We do not offer refund or exchange on sale items, unless they have a major fault.
Items purchased on this website cannot be returned to a Johansen stockists for an exchange, credit note, or faulty issue. They may only be returned to the online store via post or to our Bangalow boutique.
Johansen does not cover postage for returns or exchanges.
In the case of a refund if the item is faulty Johansen will cover postage.
If you have received a Faulty Item
We work hard to ensure all items are checked thoroughly before posting, however if you have received an item with a manufacturing fault, under the Australian Consumer Law we will happily either fix the issue, offer you a replacement, or if both of those options are unavailable, we will then offer you a refund. Please keep in mind that we use natural fabrics, in many cases raw fabrics, due to this some items may have small marks which are not considered a fault and are a part of the natural material and make our garments so special. Many of our pieces have raw finishings as well, these are designed to have a frayed look and are also not considered a fault.
We want you to love your Johansen piece as much as we do so if you change your mind for any reason we’re happy to offer you an exchange or credit note for full priced and some promotional (excluding sale) items subject to the following conditions;
The item must be returned in original, unworn, unwashed, unaltered condition within 14 days of receiving your order.
We do not offer refunds or credit notes on sale items.
Returned items must include all their original tags attached to the correct piece.
Before returning the item Johansen must be contacted within 7 days of receiving your item so we can arrange an exchange or credit note. When contacting us please ensure you include your order number.
Due to hygiene reasons Johansen cannot offer an exchange or credit note on any swimwear, intimates, or pierced jewellery.
Please keep in mind, Johansen only offers refunds when an item has been received in a faulty condition. A faulty condition is described as an item that has been received in a damaged condition, or has a major or serious problem. If your item is received this way please contact us and we will either fix the piece for you, offer a replacement, or if both of these are unavailable we will offer a full refund. Contact us on(02) 6608 0695 9:30am - 5pm AEDT Mon - Sun or email email@example.com for any further questions.
PRE ORDER ITEMS
Please choose carefully as Johansen does not offer order cancellations/refunds on Pre Order items before they have shipped, unless in extenuating circumstances where we may issue a credit note.
Your Pre order items begin production as soon as your order is placed, so it is important to be sure about your selection.
If you choose to return your item for a credit note, you will receive a credit note to the full value of your order minus shipping costs. Your credit note will last for one year and will be available to use in our Bangalow Boutique or online store.
Contact Johansen at (02) 6608 0695 between 9:30am to 5pm AEDT Mon - Sun or firstname.lastname@example.org within 7 days of receiving your order, include your order number and item(s) you wish to return.
We will provide you with directions of where to send your return and how. Please keep in mind, that it is the customers responsibility to pay for return postage on item(s) and ensure the item(s) are received by Johansen in a safe, undamaged condition. Therefore we recommend you return item(s) with tracking and insurance and appropriately packaging them.
It is the customer’s responsibility to pay postage for the new exchange item to be posted to the customer.
Once we receive your item, considering it meets all the return conditions, we will process your exchange or credit note and email you the details.
HAVE FURTHER QUESTIONS?
If you have any further questions contact us at (02) 6608 0695 between 9:30am to 5pm AEDT Mon - Sun or email us at email@example.com we’re always happy to help!