Shipping & Returns

AUSTRALIAN SHIPPING & RETURNS

We use Australia Post and other couriers (at our discretion) for orders within Australia.

  • Standard Shipping: Please allow 2–5 business days for your order to arrive.
  • Express Shipping: Please allow 1–3 business days for your order to arrive.
  • Shipping Prices:
    • Local Standard Shipping: AUD $9.99
    • Local Express Shipping: AUD $14.99
    • Orders over AUD $300 ship express post for free.

Australian Return Eligibility, Process & Timing

Please understand during the process of trying on your new garments to find your desired fit we do not accept any returns that do not meet our 'quality control check', the process every garment goes through before being eligible for a store credit. Items will not be accepted if they show any of the following:

  • Strong fragrances and/or odours
  • Pet hair
  • Make-up or fake tan
  • Has been obviously worn or washed

We are unable to resell these due to hygienic and imperfection reasons. Garments that do not meet our strict requirements will be shipped back to the customer at their cost.

If for any reason, your purchase is not quite right due to incorrect size, change of mind or not satisfied with the product, you are welcome to lodge a return via our self-service returns portal within 14 days of receiving your order. You will receive a prepaid label. The prepaid label fee of $9.99 will be deducted from your refund or credit note. Once lodged, the item must be sent back to us within 30 days of receiving your order to receive a refund (if faulty & unwearable) or store credit (faulty and wearable) that will never expire. Items received outside of this period will strictly not be accepted.  

Refunds for faulty products will only be given to customers who contact our team via email at info@jasmineandwill.com with proof and images of the fault as well as a thorough description of the situation. It is up to Jasmine and Will to decide if the garment is deemed faulty due to manufacturing or is at customer fault.

Within 30 days of when your order was placed and the product turns faulty (the item is unwearable) you must contact our team via email during this time period to be eligible for a replacement, store credit or refund. If failed to contact us within this time frame from receiving your new product this will be deemed as 'customer fault'. If the product has a slight imperfection but wearable, a store credit will be issued for the amount paid for the garment. If you would like to return your garments because of a 'change of mind' or 'incorrect sizing' or 'unsatisfied' with the product' we can only strictly offer a store credit or exchange!

Once your return has arrived with us, please allow 1– 3 business days for it to be processed and for your store credit or exchange order to be issued.

 

    INTERNATIONAL SHIPPING AND RETURNS

    We ship internationally using Australia Post and DHL (at our discretion).

    • Shipping Timeframe: Please allow up to 10 business days for your order to arrive.
    • Shipping Price: Flat rate of AUD $35.00 for all international orders. Orders over AUD $300 ship for free.
    • Taxes and Duties: Any taxes or duties charged at the destination are the responsibility of the buyer.

    International Return Eligibility

    The condition of the returned item must meet the following conditions of being unworn, unstained, unwashed, with all original tags attached.

    • Full-priced items (including those purchased with a sign-up discount) can be returned for a refund or credit note. Exchanges are not available at this time.
    • Sale items can only be returned for a credit note. Refunds are not available for sale items.
    • Final Sale items cannot be returned or exchanged unless faulty.
    • Returns must be generated within 14 days of delivery.

    International Return Process

      For orders shipped outside Australia, the same eligibility applies: faulty items are eligible for a refund or store credit, and returns for change of mind, incorrect sizing or general dissatisfaction are eligible for store credit only. Exchanges are not available on international orders. Return shipping for international orders is the responsibility of the customer, and our prepaid label option is not available outside Australia. We recommend using a trackable shipping service, as Jasmine and Will will take no responsibility in tracking your return or lost items.

      Store credits & Gift Cards

      Store Credits/Gift Cards can not be returned for a refund no matter the circumstance they must be used on our online store only. Any purchases made with a Store Credit/Gift Card and a customer wishes to exchange it will be put back into a Store Credit/Gift Card if the exchange product is not available.

      Gift Card Terms & Conditions

      1. Non-Refundable: Gift cards are non-refundable and cannot be returned or exchanged for cash or credit.
      2. Not Eligible for Sale Discounts: Gift cards cannot be purchased at a discount during promotional sales or applied to discounted items.
      3. No Expiration: Unless otherwise stated, gift cards do not expire and may be used at any time.
      4. Usage: Gift cards may be used for purchases exclusively through our official store or website. They cannot be used at third-party retailers.
      5. Lost or Stolen Cards: We are not responsible for lost, stolen, or unauthorised use of gift cards.
      6. Balance Inquiry: For assistance with checking your balance or any other gift card-related questions, please contact our customer service team.
      7. Limitations: Gift cards may not be used to purchase other gift cards.

      By purchasing or using our gift cards, you agree to these terms and conditions. We reserve the right to update or modify these terms at any time without prior notice.

      PRE-ORDER SHIPPING

      Online orders containing pre-order items will not ship until all items are available. If you would like in-stock items shipped immediately, please process them as a separate order.

      We provide approximate delivery dates for pre-orders; however, these are estimates only. While we aim to deliver on schedule, we are not liable for any delays that may occur. If you have further questions about pre-order shipping, please contact info@jasmineandwill.com.