SHIPPING
DELAYS IN SHIPPING VIA AUSTRALIA POST BECAUSE OF COVID-19 ON MOST IF NOT ALL ORDERS. EXPRESS MIGHT NOT ARRIVE THE FOLLOWING DAY BUT STILL WILL HAVE PRIORITY SHIPPING OVER STANDARD POST
DELAYS IN INTERNATIONAL SHIPPING
Shipping in these times of uncertainty- Covid-19.
Here at MVE we try our best to get your order to you asap! With Covid-19 affecting us all personally and economically, we ask for your patience in regards to postage timeframes. We are posting orders daily, Monday-Friday , for as long as Australia Post is open and we are allowed to go to our office.
Please be aware the post itself has delays, which means orders will take longer to get to you. This is out of our hands and overrides any timeframes listed here.
If we go into full lockdown all orders will be posted as soon as the post is open and we are allowed to go to the office. All return policy return time frames will not start till you get your order or its ready to pick up from post.
We would like to assure you, that we only have one worker in at a time wrapping orders, to do our part in stopping the spread of the virus.
Any questions at all, please email or contact us through any of our social media channels.
FREE SHIPPING on Australian orders over $150, $7 for standard Australia post or $10 express.
There is only one delivery price per order, not per item YAY.
FREE SHIPPING only on initial purchase ( for orders $150+ & in Australia only as stated above ), exchanges and returns are at the cost of the customer.
Dispatch Timeframe:
Please be aware the post itself has delays, which means orders will take longer to get to you. This is out of our hands and overrides any timeframes listed here.
These are the time frames we strive to achieve but keep in mind at times there maybe a delay. Once order is packed & shipped, expect to receive in 2-5 business days, depending on location in Australia (Melbourne & Sydney is 1 or 2 days). Please check this link at Australia Post and type in your post code for a rough estimate:
DELAYS ON ALL INTERNATIONAL SHIPPING
USA: ADD 3-4 WEEKS ON TOP OF REGULAR TIME-FRAME. 6 weeks +
SPAIN: BORDERS ARE CLOSED AND WE CAN NOT SHIP AT THIS TIME
These are the estimated shipping times for each country we ship to:
New Zealand - Regular: 3 - 10 business days
New Zealand - Express: 2 - 3 business days
USA - Regular: 3 - 10 business days
USA - Express: 2 - 5 business days
United Kingdom - Regular: 3 - 10 business days
United Kingdom - Express: 3 - 4 business days
Canada - Regular: 3 -10 business days
Canada - Express: 2 - 5 business days
China - Regular: 3 - 10 business days
China - Express: 3 - 4 business days
Hong Kong - Regular: 3 - 10 business days
Hong Kong - Express: 2 - 3 business days
Indonesia - Regular: 3 - 10 business days
Indonesia - Express: 3 - 4 business days
Singapore - Regular: 3 - 10 business days
Singapore - Express: 2 - 3 business days
Thailand - Regular: 3 - 10 business days
Thailand - Express: 2 - 3 business days
Spain - Regular: 3 - 10 business days
Spain - Express: 2 - 3 business days
These time frames are not guaranteed and also do not include any custom waits that may occur.
All items displayed at the M.VE E-boutique are available in stock ready to be shipped once payment has been received UNLESS it is stated as a Pre Order.
If you have not received your items within 10 business days of making your order please email us with your full name and order number and we will look into your delivery immediately (Australia only), New Zealand & all overseas estimated 18 (could be more) business days. 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
*THERE MAYBE LONGER TIME-FRAMES IN DELIVERIES BY THE POST OFFICE WHICH IS OUT OF OUR HANDS DURING PUBLIC HOLIDAYS, CHRISTMAS & NEW YEAR PERIODS. PAY EXPRESS SHIPPING IF YOU NEED AT A CERTAIN TIME. CALL US WITH ANY QUESTIONS.*
Overseas order are $30AU to $50, depending on weight and size (under a 1kg and not bulky will be $30). New Zealand shipping $15
OVERSEAS PURCHASES:
Customer/s own country customs taxes/duty are not included in the order and must be paid by customer upon delivery, if or when their respective country charges.
FREE SHIPPING ONLY APPLIES TO AUSTRALIA
WE DO NOT POST TO P.O. BOX/ PARCEL LOCKERS
Secure Delivery of your Parcel:
If a delivery is attempted while no one is home Australia Post will either leave your item at your door or leave you a card to take to the specified post office where you can then sign for your new items and take them home.
LOSS OF PRODUCT:
We will not be responsible for lost or stolen packages or packages which may be delayed or lost in transit.
TRACKING OF ITEM:
TRACKING OF PURCHASES/ORDERS IS THE SOLE RESPONSIBILITY OF THE CUSTOMERS. Once the package has been sent off we will provide you with a tracking number to the email provided ( please check your junk mail if you have not received the tracking number and make sure you have inputted correctly you email). You can track your order at www.auspost.com/track/
Please check your tracking number at Australian Post before contacting us.
If you have any more questions please do not hesitate to email us on hello@mveboutique.com
EXCHANGE POLICY
M.VE always wants you to be happy and in love with your purchase but if you would like you can return your purchase for an online exchange or online credit note with no expire date. Exchanges need to be in accordance with out "Original garment state/Return requirements" (please scroll down to read).
We do not refund for change of mind.
We do not refund unless faulty (deemed by the manufacturer as faulty), please contact us via email to inquirer about an RA. Please scroll further down for fully faulty policy.
Any orders made via AFTERPAY that is to be cancelled or/and refund will incur a 5.5% fee of the full order. (THIS IS NOT THE CASE FOR ANY RETURNS FOR CREDITS/EXCHANGES OR IF THE ITEM IS FAULTY)
- PLEASE NOTE that ALL SALE STOCK SALES ARE FINAL. We do NOT exchange/credit. SALE items include: flash sales, one off sale, boxing day sales or any time an item is sold under the RRP price (so it being marked down) etc,
- SWIMWEAR, UNDERGARMENTS, or EARRINGS/JEWELLERY are final sale for hygiene reasons, unless the goods are deemed to be faulty by our Quality Assurance Department.
- Footwear may, but not all, be slightly scuffed on the bottom sole (sale shoes, especially heavily reduce, may be heavily marked on the bottom sole), but NOT WORN, as customers in store may have tried on. Some sale, but not all, footwear may be sent without the box. This does not take away from the purpose of the shoe. Any question in regards to footwear please email hello@mveboutique.com before purchase.
Postage is NON refundable. Additional re-delivery freight charges will apply if customer requires exchange of an item. The expense of postage for all returns will be at the customers own cost.
RETURNS POLICY
We take great pride in our reputation for quality, and if for any reason you are dissatisfied with your purchase, we will assist you with an online exchange or online credit note (we do not refund for change of mind, unless deemed faulty by the manufacturer or us).
We need to be notified within 7 days from delivery (post office delivery) via email and posted out within 14 days once RA is issued.
Notification via email of your intention to return BEFORE item is sent as RA (Return Authorization) number will be needed on all returns.
Must be sent back in a EXPRESS POST BAG (which is tracked) and note attached with below details.
If item is not received we do not take responsibility for lost packages.
If a return is sent outside of this time frame, we will use our discretion as to whether we can make an exception.
Returns must be in accordance with our "Original garment state/Return requirements" (listed below).
M.VE reserve the right to reject a return if we conclude it is not in a new condition.
In the rare event that a return is rejected the decision is final and not negotiable.
To return item once RA issued, email to hello@mveboutique.com, with in the timeframe stated above. You must provide us with the following information included in return.
- Date of Purchase
- RA number (Return Authorization) (given when first notification email is received from customer)
- Reason for return (wrong size, didn't love etc.)
- Action desired (exchange, credit note)
The original receipt and RA number must in all cases accompany any returned goods, if not the return may not be accepted.
If the tracking of your return shows it has been delivered to our warehouse, but you have not received a credit within ten business days of the delivery date, please follow up by emailing hello@mveboutique.com.
Freight charges are non-refundable. The expense of postage for all returns will be at the customers own cost.
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Postage is non refundable.
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Post with in time stated by us on approved return email.
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Tracking number to be emailed to us via approved return email.
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We are not liable if parcel is lost via Australia post or your chosen courier.
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Any orders refunded out of 'good will', that have been paid with Afterpay will be charged a 5.5% fee .
If a refund is approved it may take up to 5-10 working days which is due to banking rules and is out of our hands.
CANCELLATION OF ORDER BEFORE SHIPPED
If order HAS NOT BEEN SHIPPED OR DROPPED OFF AT THE POST OFFICE and we have been contacted within 24 hours of placing order we can try to put through a cancellation, each case will differ so please email. Any accepted cancellations will be charged a processing fee of 5.5% of the entire order.
INTERNATIONAL RETURNS
For international returns, your items must be sent back within 10 days of receiving the item. Because of longer shipping times internationally, we do not include shipping time in this 10 day period, so you will have ample time to return your item. (i.e. you have 10 days from when you receive the product or is ready for pick up to when you send it back). Tracking number needs to be emailed to us at hello@mveboutique.com.
If a return is sent outside of this time frame, we will use our discretion as to whether we can make an exception.
Any returns accepted outside this period may be subject to a restocking fee.
All returns must be first issued with an RA and in accordance to our "Original garment state/Return requirements" guidelines listed below.
If the tracking of your return shows it has been delivered to our warehouse, but you have not received a credit within five business days of the delivery date, please follow up by emailing hello@mveboutique.com.
ORIGINAL GARMENT STATE/ RETURN REQUIREMENTS GUIDELINES
M.VE is unable to accept items that have had the tags removed, been worn or washed. Item/s must be in new condition.
Item/s which smell of ladies perfume/deodorant/detergent will automatically be returned.
Item/s that have make up, tan stains or any other stain will automatically be returned.
Item/s that have been worn or tried on without proper care will automatically be returned.
Item/s that have been washed will not be accept as they are not in new condition and will be automatically returned.
Postage fee will be charged, so please take due care when trying on your order.
FAULTY ITEM
All items are thoroughly inspected before being sent out to customers to ensure a high level of quality in the garments you purchase from us.
A refund will be issued on items that have a distinct, irreparable/irreplaceable manufacturing fault upon delivery. Please be advised that all garments are carefully inspected prior to dispatch and are sent in a brand new condition. If you suspect a fault you are required to contact customer care immediately to address the nature of the fault.
In accordance with the Australian Competition and Consumer Commission, if the garment has a minor fault, we are required to repair the fault and forward it back to you. If we believe the fault cannot be repaired you will be sent a replacement product which matches your original purchase. If we are unable to repair or replace your faulty item, you will be refunded for the total of your purchase amount.
If deemed NOT to be faulty, it will not qualify for an exchange, repair or replace and will be returned to you with re-delivery charges attached. Postage is non-refundable.
We endeavour to have the matter rectified within a reasonable timeframe.
Purchasing an 'incorrect size' or being unhappy with the fit is not considered a manufacturing fault and a refund will not be approved on this basis. Our regular return policy will apply for returns of this nature.
NEED TO KNOW
NO return/exchange will be accepted through the South Melbourne store for website orders unless emailed before hand
Any inquires in regards to orders are to ONLY be emailed to hello@mveboutique.com and not through the South Melbourne store. We cannot answer your questions if you call in stores as the online customer service is dealt with in head office and only by email.
