AUSTRALIAN RETURNS POLICY
If you need further assistance you can ask us here, or if you need assistance with fitting or measuring yourself, we can call you at your request.
G E N E R A L R E T U R N S P O L I C Y
We offer a generous returns period of 30 days from purchase, including sale items.
We understand that whilst shopping online, you can't try your item(s) on. We are happy to provide you with a Store Credit Note if you meet our returns policy.
We do not offer refunds for change of mind, wrong decision or incorrect size, this includes items purchased with Afterpay.
To return your item(s) you will need to apply for a Return Authorisation Code. To request a Return Authorisation Code, please contact us here.
Once approved by email, you will be provided with a return address to send your item(s) back to our Online Warehouse.
Please include your original invoice so that our Customer Care team can identify your order.
Customer inquiries to Joslin Customer Care will be responded to within 3 business days.
For more information regarding Consumer Law and returns on change of mind purchases, please see our terms and conditions.
C R E D I T N O T E S
Store credit notes are valid for 12 months from the date of issue. Store credit notes will be to the value of your purchase, less the shipping fee involved.
Credit notes can be used for Sale Items, but cannot be used in conjunction with Discount Codes.
Free shipping does not apply to Credit Notes, if you re-purchase another item with your Credit Note to the value of $300 AUD or over, you will need to pay for shipping.
Returns for items purchased on a Store Credit Note will only be accepted within a 7 day period, including items shipped to PO boxes, private bags, parcel lockers, locked bags and common boxes.
E X C H A N G E S
To exchange for your correct size, you must firstly apply for a Store Credit Note and then continue to re-purchase your correct size.
Free shipping does not apply to Store Credit Notes, if you re-purchase another item with your Store Credit Note to the value of $300 AUD or over, you will need to pay for shipping.
F U L L P R I C E D I T E M S
You may return full priced items for a Store Credit Note provided you meet our terms and conditions (see below and above).
S A L E I T E M S O R D I S C O U N T E D I T E M S
You may return sale or discount items for a Store Credit Note provided you meet our terms and conditions (see below and above).
A U R E T U R N S T E R M S & C O N D I T I O N S
Items that are eligible for return must be unworn, unwashed, unmarked, unaltered and undamaged with all original hang tags attached.
All returns to Joslin Studio Pty Ltd’s Online Warehouse fall to the expense of the customer. Joslin Studio Pty Ltd is not liable for the loss of garments being returned. Joslin Studio Pty Ltd encourages customers to return item(s) via registered or traceable postal services and to take note of the tracking number and have it scanned in at your local Post Office.
Joslin Customer Care must be notified within 30 Business Days of receiving your item if you wish to return your item for a sizing or styling exchange or a store credit note. Items that are returned after 30 Business Days will not be accepted for Store Credit Note, inclusive of orders sent to PO boxes, private bags, parcel lockers, locked bags and common boxes.
Joslin Studio Pty Ltd will not authorise any returns without a Return Authorisation Code being processed and Joslin Customer Care being contacted first hand via email. Unauthorised returns will be sent back to the customer who will be charged the return shipping fee.
Garments returned to Joslin Studio endure a full quality control procedure and checklist before being approved for exchange or store credit note. Item(s) returned to our Online Warehouse must be in their original condition. Any garments returned to us with stains (makeup, false tan, any other markings or stains) or garments that have been dry cleaned or damaged in any way cannot be returned or exchanged. Garments that have a strong odour of perfume, washing powder or are similarly impregnated will not be accepted back. Joslin Studio Pty Ltd reserves the right to deny a credit note or exchange if health and safety standards are not met.
Joslin Studio Pty Ltd reserves the right to change the terms and conditions and shipping costs at any given time.
M A N U F A C T U R I N G F A U L T
We aim to provide the highest quality garments and customer care, but from time to time something may go wrong. In accordance with Australian Consumer Law, we reserved the right to repair a minor fault or minor problem (i.e a resend, replace or re-sew a button that has fallen off, loose thread or threads not cut away). In this case all extra costs involved to the customer will be refunded with proof of receipt, or, be paid for in advance by Joslin Studio Pty Ltd where possible.
In the case of genuine manufacturing fault (i.e broken zipper, snapped waistband elastic), we will refund all costs incurred to your original method of payment. In accordance with Australian Consumer Law, consumers must give the supplier the chance to fix the problem. It is at the discretion of Joslin Studio Pty Ltd to:
- provide a replacement that is identical, or of similar value
- repair the product within a reasonable time, or
- give a refund.
The consumer’s rights to a remedy apply to the replacement product in the same way as the original product.
Please note a manufacturing fault does not include general wear and tear, the garment's care instructions not being strictly followed, or, marks left from false tan, grease, oil, food, drink, make up, ink, dirt, dust or marks of a similar nature.
R E F U N D S
When a refund is provided due to a manufacturing fault, we will refund all costs incurred, strictly, to your original method of payment used with our website software. If you purchased your item with Afterpay, extra costs incurred will be refunded to another method of payment upon our request. We can only refund your original order's dollar amount with Afterpay in most cases.
L I N E N + R A M I E
Due to the characteristics of these natural fibres, it is usual for certain inherent irregularities or natural raw flecks to occur within the cloth and for creasing to appear when worn.
Returns for exchange or credit note, or complaints regarding a 'manufacturing fault' will not be accepted.
A F T E R P A Y
Orders placed using Afterpay are not eligible for a refund but can be returned for a Store Credit Note.
Afterpay repayment options cannot be altered and will be kept as originally processed over the two-month period with Afterpay. However, the customer will be able to use the full value of the Store Credit Note straight away.
Please note that Afterpay has a limit of $1000 if you are linking a credit card for your re-payments and $500 if you are linking a debit card for your re-payments.
P R E - O R D E R
When you place an order under 'pre-order', for shipment pending at a later date, your item is specially made to order with our manufacturers by our design team.
Thus, once you have placed your pre-order we cannot cancel or refund for 'change of mind' or 'wrong decision' as your garment is under manufacture.
In align with our general returns policy, if you wish to cancel your pre-order purchase, Joslin Studio Pty Ltd will offer a Store Credit Note valid for 12 months.
We do not offer refunds for change of mind, wrong decision or incorrect size, this includes pre-order items purchased with Afterpay.