CUSTOMER CARE

SHIPPING
All shipments include a tracking number and will require signature on delivery – as such we do not ship to PO Box addresses. 
Our approximate delivery time is 3-5 days. This indicates the time we are currently taking to fulfil orders and may exclude processing time. They are only an estimate as high sales volumes, public holidays and weekends may affect delivery times. All orders are processed at our studio in Perth, Western Australia within five business days, (excluding delivery time), subject to payment clearance and stock availability. We operate business hours Monday to Friday with the exception of WA Public Holidays. All goods require a signature upon delivery, and couriers usually operate between 8am and 6pm on business days. We recommend that you specify a daytime delivery address when ordering, for example, your work address. Once the order has left our studio, redirecting a package will incur a delay in the delivery of your item, and potentially a cost. All orders are fully traceable through the tracking number emailed to you upon the dispatch of your order.

 

INTERNATIONAL ORDERS
Your order will usually take between 5-14 days to reach you, excluding delays due to customs. We are unable to deliver to PO Box addresses internationally. Orders to countries outside of Australia may be subject to import duties and/or taxes, which are levied once your package reaches your country. Your order is shipped on a DDU (Delivery Duty Unpaid) basis, which means that the price displayed at checkout are exclusive of all taxes and duties. We are unable to calculate the exact amount of duties and taxes your package will incur as these charges are imposed directly by your local customs. The international carrier may invoice you for the local taxes and duties, or you may have to deal with local customs directly to organise payment and release of your package. If an item is held for 5 days at customs or with the delivery provider with no response from the recipient it will be sent back to us, and the cost of this return postage will be deducted from the refund of the item.

 

INSURANCE
JANNA JONES Australia insures each purchase during the time it is in transit until it is delivered to you. All orders require signature upon delivery, at which point responsibility for the shipment passes to you. If you have specified a recipient other than yourself for delivery purposes, you also accept that a signature by the third party is sufficient evidence of delivery and fulfilment by JANNA JONES Australia. Transfer of responsibility will therefore be passed to the recipient.

 

RETURNS POLICY 
We accept returns for refund (full priced merchandise only) or exchanges within 14 days of the dispatch of your order. After 14 days we cannot accept any returns or exchanges. 
If you do wish to return or exchange an item purchased in our online store, please reply to your confirmation email or forward your tax invoice to customer service by contacting info@jannajones.com.au to obtain an exchange approval. We will then check availability of items for exchange. Exchanges must be from the same season as the item originally purchased, and finalised within the 14 day window. The cost of returning an item for refund or exchange is at the buyer’s expense (unless the product is faulty), and the item must be unused, with swing tags still attached and authentication card included. Items lost in transit will not be compensated for. Returns and exchanges for purchases through the online store may only be made directly through us by emailing info@jannajones.com.au, and not through any JANNA JONES Australia stockists. If a refund is issued it will be credited to the original purchaser’s account, minus the original shipping cost. If your order has been sent within Australia, all sales taxes will be refunded. JANNA JONES Australia is not able to refund customs duties and taxes on orders shipped outside Australia. However, you may be able to recover these by contacting your local customs bureau directly.

 

PURCHASING FROM A JANNA JONES AUSTRALIA STOCKIST 
If you wish to return or exchange an item purchased from one of our stockists you will need to organise this directly with them, as per their terms. If the item is faulty you shall go back through the stockist from whom you bought the item, and they will issue you a refund or organise a repair or replacement subject due to availability.

 

QUALITY GUARANTEE 
Items are classified as faulty if they are received damaged. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Please refer to our Care Instructions page for tips on how to adequately look after your bag and/or accessories. Faulty items will be exchanged for the same type of product in the same size, subject to availability. Refunds for faulty items will be made within the 14-day period following our receipt and assessment of the goods.