Returns Policy and Procedures
Exchange, Refunds and Returns Policy:
Online Returns Policy:
Need to return something? EASY! You can return and exchange, get a credit or refund your purchase by sending your item back to us.
To arrange your return to our online store simply follow the process below for your country.
We provide an exchange, credit note or a refund for items (excluding undergarment, cosmetics and swimwear/bodysuits), even for a change of mind. We don’t ask any questions and make it completely hassle-free, even with sale items.
Follow these easy steps below.
- Email firstname.lastname@example.org. Put the word "returns" in the SUBJECT heading. Please specify the order number that is on your invoice, in the email to let us know what is coming back.
- Please specify if you would like a refund in your email, as we also offer exchange and store credit.
- If you do not specify in the email, or on a note in the returned parcel you will automatically be issued with a store credit to use within 6 months from the issued date at your leisure, this can not be changed back.
- Package your items in suitable new packaging. We request you include your original receipt/invoice with your parcel if you were sent one from us, if not, we will be able to find it in our orders if required.
- Ensure you have the correct address listed on the package and ensuring any original delivery labels are covered if using an old package.
- Post your parcel to us, at PO BOX 24, LAWNTON, QLD, 4501. Take your parcel to any post office and return it using a trackable service. Costs will vary depending on your location and the weight of your parcel.
It is recommended that you use a trackable package to send the item back, as we do not take responsibility for your item and so you are able to track your order if necessary. You can track your Post office return using the tracking number they have provided you, please ensure you keep this for your records.
- Please allow up to 14 days after the arrived status for your return to be processed. All refunds will be provided via the original method of payment.
We will aim to process your return sooner, however this is the maximum time that it should take.
If you require a refund for change of mind this can be made by returning the item within 7 days of receiving it. Meaning that the item must be delivered back to us within the 7 day period.
You can receive an exchange or credit note if the item is returned and delivered within 14 days of you receiving the items.
All eligible returns require:
- Items must be in new and original condition as purchased, with all labels/tickets attached.
- You must be able to provide a proof of purchase if requested- via email, you will be issued one of these when you make your purchase.
- The items are returned and delivered back to us within 7 days of you receiving for a refund. (Please see returns policy for details for exchange and credit note, as these are different).
All eligible returns require:
If one item is returned that was part of a '2 for' or 'Spend & Save' deal, the garment will be refunded at the discounted price or as the percentage price as calculated by Three Nines Boutique which was paid and not the original full price.
If you are only returning one of a '2for' deal, then you will be refunded only the difference, as if your item that you are keeping was still its single price.
Customers are responsible for the cost of postage for all returns to us, unless otherwise specified. If your item is faulty, please contact our Customer Care team to arrange a return in this instance at email@example.com
If you paid using Afterpay or Zippay you will be deducted 0.06% of your item/ items returned + 30c from your refund.
All other refunds for change of mind will be deducted 0.03% of your item/ items returned + 30c from your refund.
These fees will NOT be deducted from your refund if the item you received is being returned because of a manufacturing fault or a mistake was made with your order on our behalf.
If you need an exchange, your return postage with the item/ items that you swap your purchase for must be paid for by you unless previously organised otherwise.
You can exchange for anything of your choice and pay any difference, or be issued with a store credit if the item you swap for is at a lesser value.
Email us to organise this: firstname.lastname@example.org
WHAT can be returned?
Any items, (excluding zodiac sign tee shirts, an item purchased with a prize voucher, undergarments, earrings/accessories deemed unhygenic to re-sell, cosmetics and swimwear/bodysuits for hygiene reasons, or any pre-order/ back-order items), can be returned for your choice of an exchange, credit note, or refund if the items are not worn, or altered in any way including washing, with all tags attached.
Postage cost (if you paid for postage) will not be credited in any way unless specified.
If you got free shipping this will not apply to you.
WHEN do items need to be returned by?
If you require a refund for change of mind this can be made by returning the item so that the item will be received by us within 7 days of you receiving it.
Usually this gives you 4/ 5 days to get to the post office to return it to us.
The item must have arrived in the 7 days, so please ensure that all information on the postage bag is correct, and phone numbers are listed on the bag to ensure that the package gets back to us in this time frame.
It is the customer's responsibility to ensure all returns are correctly addressed and labeled.
You can receive an exchange or credit note within 14 days of receiving the items if the item has been returned and delivered to us within 14 days after your order has arrived.
You can use your tracking number to be sure of what date your item was delivered to you, and your return tracking number to check when the item was returned to us.
If you return your item to us, outside of the return period, we will have to hold the item for you until you can organise a return bag to return the item back to you, for up to one month, and after that, the item will be discarded and unable to be sent back to you.
WHERE do items need to be returned to?
Please return items PO BOX 24, LAWNTON, QLD, 4501
In person or via post.
SHIPPING for returns?
The items must be returned to Three Nines Boutique at the customers expense unless otherwise specified, or unless a mistake was made by Three Nines Boutique regarding your order/ postage/ or manufacturers faults.
CREDIT for returns?
You can choose to be issued an exchange for another item that suits you, be given a credit note to be used within six months from issued date or a refund, at your choice.
If you do not specify what you would like in the email or in the return package you will automatically be issued a credit note in your name to be used at your own leisure, and this cannot be reversed.
Flat rates and Free Shipping:
Free express postage on all Australian Orders, except those that are sent via free regular shipping in the following circumstances: If you purchased sale items only, or used a personalised discount code specifically for promoters/ influencers, or competition winner prizes, your package will be sent regular post for free.
International Orders, FREE Standard shipping over AUD$250.01.
Standard International Post is $25 for orders AUD$250 and below.
Express Shipping - AUD$35 for orders AUD$150 and below.
Express Shipping - AUD$50 for orders AUD$150.01 and above. (Price increase due to weight)
Time expected for a parcel to arrive:
Express Post 1-3 business days (depending on location).
Regular post 2-4 business days (depending on your location).
If you place your order on Friday after 1pm, Saturday, or Sunday then it won't be taken to the post office until Monday afternoon to be sent.
Standard Registered International Post and Pack & Track 7 - 10 business days.Express Post 2 - 5 business days.
Orders placed before 2pm each business day (QLD time) are usually packed and sent the same day. There can sometimes be a delay in processing orders following a public holiday or busy weekend (typically Mondays) and it may take an extra day to get your order out. We use FAST WAY couriers with the Brisbane Metro area, and Aus post express outside that area in , which is next business day delivery within the express post network (Australian capital cities and major metro areas). Regional areas outside the express post network may be 2-5 days.
If you have not received your items within 4 business days of making your order please email us with your full name and order number and we will look into your delivery immediately. In most cases this means that an attempted delivery has occurred and that your parcel is waiting for you at your nearest post office for collection. This is for orders sent within Australia.
Spelling errors or missing details/ incorrect address can mean your parcel will be returned to us. Customers are responsible for covering all charges including a redirection fee of $10 and a forwarding fee of $10. These are fees the post office charge.
Tracking your order:
Once your order is packed and leaves our office we will provide you with a tracking number to be sure that you can keep a close eye on your beloved items!
All international orders are sent with Australia Post. All international orders are registered & require a signature upon delivery. In the event that an attempted delivery is made, you will be required to collect your item at your local post office. Customer will be responsible for any customs or import charges. Delivery time excludes customs clearance delays for your country. Delivery times are typically 7 - 10 days (standard delivery) depending on your country. Please email if you would like an exact arrival time. Express is 2 - 5 days. Note: these are business/working days
NOTE: Sometimes parcels can take longer than expected to arrive for international orders, depending on your postal service and customs clearance times. We are not responsible for this and customers need to be aware that we will not refund orders that take longer than expected. Parcels to the NZ, UK and USA rarely have any problems.
If you live outside of the USA, UK or NZ and you would like insurance on your parcel please contact us. We are not responsible if your parcel goes missing and all claims must be made with your postal service directly. These situations are extremely rare. If you would like extra security on your parcel please contact us and we can arrange this for you.
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