SHIPPING & RETURNS

International Orders
All international orders are processed within 48 hours and are sent using DHL Express courier services. All orders are shipped from Sydney, Australia. Delivery generally takes 3-7 business days. Shipping times are based on our best estimate, however, delays can occur in transit or due to holds at your local custom office, so it may take longer for an order to be delivered.

Shipping costs are calculated at checkout when you enter your shipping address. If you do not see your country listed at checkout, we do not currently ship to that location. 

Once your order has been collected by the couriers, we cannot be held responsible for any delays that may occur. Please allow for extended shipping times when ordering during busy seasonal or promotional periods.

If you notice a delay with your order, we are happy to provide further assistance and can lodge an enquiry on your behalf. You may also need to lodge your own enquiry, and if you wish to dispute a delivery or a delay, it is up to the customer to do so with DHL. 

All deliveries require a signature upon receipt.

Please note that we are unable to ship to PO Boxes.
Please feel free to contact our customer service team if you have any concerns or require further information. 

DUTIES  AND TAXES 
All international orders are subject to the duties and taxes of the country to which they are shipped. This charge will be calculated at checkout and payment is required to complete your order. Duties and taxes will be based on the value of the order and the tax-free threshold (if it exists) for goods imported. These charges depend on your country's import legislation. 

 

RETURNS AND EXCHANGE POLICY

Our return policy is applicable to all items purchased from the Maison Balzac online store.

If you change your mind or received an unwanted gift, you may return your item to our Online team. The customer is solely responsible for all original shipping charges, duties, taxes incurred and the cost of returning the package.

We will re-deliver, replace or refund an order (at your option) if we have incorrectly addressed the delivery. If you have provided an insufficient or incorrect address, please contact our online customer service team as soon as possible, as we have a restricted 30minute period where we can make any edits to an order before it is sent to our outsourced fulfilment centre for processing. Although we will endeavour to rectify the situation as best we can, we take no such responsibility if the address cannot be changed, and the order has been shipped.

FINAL SALE:
All items marked for final sale are not eligible for returns or refunds unless deemed faulty. All final sale products will be marked online, and you will also be notified at checkout that the product is a final sale item. Please select carefully to avoid disappointment. 

HOW TO PROCESS AN ONLINE RETURN? 

Contact our returns team at bonjour@maisonbalzac.com within 7days of receiving your order. Please include the full name the order was placed under, an order number and the reason for the return.

You will be emailed with a return authorisation (RA number) number and relevant information and return instructions.

Please place item/s in the original shipping carton (if possible).

Items must be returned in original condition including full packaging

The customer is solely responsible for the cost of returning the package, (excepting instances where products arrive damaged, or incorrect products have been received).

Customer Service will require photos of any items that arrive in less than perfect condition.

Once we have received your order it will be inspected to ensure it meets with the above conditions and a refund or store credit will be processed.

The time it takes for funds to reflect in your account is determined by your banking institution. You will be notified via email once your return has been fully processed by Maison Balzac.

 

FAULTY AND DAMAGED CLAIMS

Each order is thoroughly checked by the Maison Balzac dispatch team prior to being sent out, however should you receive a faulty, incorrect or damaged item, international orders will be reimbursed for the product and a replacement will not be sent. 

To process a reimbursement for a damaged or faulty claim, please contact our customer service team within 7 days of receiving the goods, with all information listed and provide clear imagery.

Maison Balzac reserves the right to reject returns at our own discretion. In this instance, your item(s) will be returned to the address initially provided with the order. Please note that all shipping and handling charges are strictly non-refundable unless the item(s) received are either incorrect or faulty.

Maison Balzac will uphold all return, exchange and refund agreements that meet the above stipulations, however should a single customer make excessively frequent return requests we reserve the right to potentially reject processing further returns or exchanges.

GIFT RETURNS
Returns for unwanted gifts can be exchanged in store or returned online in exchange for store credit. In order to successfully process a return, you will need to provide the original order number and purchaser’s full name. Please contact our customer service team if you have any questions or concerns- bonjour@maisonbalzac.com

 

GIFT CARDS
Gift cards can only be redeemed for merchandise on the Maison Balzac website, and not cash. If the total amount on a gift card is not redeemed in a single purchase, the balance remains on the gift card and can be redeemed on a future purchase.

Please note, Gift Cards are considered non-refundable, non-transferable, and cannot be exchanged for cash.

In the event there is sufficient concern that there has been an attempt at deception or any other illegal activities in connection with a gift card purchase or redemption on the website, Maison Balzac is entitled to cancel the order or request alternate forms of payment.

 

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