Frequently Asked Questions | Bianca Spender

If you require any changes to your order; including incorrect address details and/or item sizing, contact Customer Service immediately.

If your order has already been processed, Bianca Spender accepts no responsibility for incorrect details entered. However, our Returns process is available for changing incorrect items.

Shipments that are rejected by the receiver will result in the customer incurring redirection fees. Bianca Spender reserves the right to cancel any order after purchase.

Occasionally stock levels are not up-to-date on the Online Store, this means items may not be available at the time of purchase. The likelihood of this occurring is rare.

If this occurs to an item in your order, you will be notified by email as soon as possible and offered a suitable replacement or a full refund.

Order details are available in order confirmation emails, and in My Account for customers who were logged in when placing their order. Alternatively contact Customer Care for all Online Store and order enquiries.

Transaction processing is based in Australia, your bank may apply international transaction fees.

Free Shipping in Australia for all orders and free Express shipping applies to all Australian orders over $450.

AUSTRALIA

Express orders below $450: cost $15

INTERNATIONAL

New Zealand: $20
Rest of World: $50

Excluding duties and taxes for your country. It is your responsbility to review your countries import duties and taxes.

All prices are shown in AUD.

For shipping within Australia, we use Startrack and Australia Post Express. Once your order has been shipped a unique tracking number will be sent to your nominated email address. You can track your order by clicking on the link provided in the email.

All deliveries must be signed for. Ensure someone will be available to sign for the delivery between 9 am and 6 pm, or provide a business address.

Orders of multiple items may be shipped in more than one delivery. This will be indicated by receiving multiple shipping confirmation emails.

All Express orders received during normal business hours; Monday to Friday, are processed for shipment within 24-48 hours. Orders are shipped Monday to Friday.

Metro deliveries will arrive within 1-2 business days from the date of shipment, regional and international deliveries may take an additional 2-4 days.

When your order has been placed, a confirmation email will be sent to your nominated email address. If you do not receive a confirmation email, contact Customer Service.

During sale periods we will endeavor to commit to our normal delivery times, however some deliveries may take 1-2 days longer.

In the case of any delay to processing times, you will be notified by email.

For shipping outside of Australia, we use Australia Post Worldwide Service. Once your order has been shipped, a unique tracking number will be sent to your nominated email address. You can track your order by clicking on the link provided in the email.

All deliveries must be signed for. Ensure someone will be able to sign for the delivery between 9 am and 6 pm, or provide a business address.

You may return your purchase, subject to the following terms:

For in-store purchases, returns other than for faulty goods must be made within 7 days for credit note or exchange. No refunds unless required by law.

For online purchases, returns other than for faulty goods must be made within 14 days from the date of shipment, for refund or credit note. Sale items can only be returned for an exchange or credit note, unless faulty.

Please see 'Final Sale Returns Policy' for items marked as Final Sale.

Returns only accepted with proof of purchase. Unless the return is required by law:

• Items must be in original condition (including tags) and must not have been worn, altered or washed.

• For online purchases, all packaging (including garment bags) shipped with your order must be returned.

• If a customer has exchanged a garment for a credit note, and then seeks to return the garment which was purchased with that credit note, Bianca Spender may refuse the return.

Please submit your Online Return Request: https://360.postco.co/biancaspender

This policy does not apply to Bianca Spender David Jones Concessions.

Bianca Spender does not refund international prepaid tax and duties paid at the time of checkout should you wish to return an item. Contact your local customs office to obtain your tax refund.

For online purchases, we do not refund initial shipping charges for items returned, other than for faulty items. Your own return postage costs are not refundable. Items exchanged will be re-sent at our cost.

In-store purchases cannot be returned to the online store.

Online purchases may be returned to a Bianca Spender Boutique store. All in-store refunds will be processed by our Online Customer Care team, subject to these terms.

You may return or exchange your Online full-price purchase within 14 days of receipt, subject to the following terms:

• Items must be in original condition (including tags) and must not have been worn, altered or washed.

• For online purchases, all packaging (including garment bags) shipped with your order must be returned.

• If a customer has exchanged a garment for a credit note, and then seeks to return the garment which was purchased with that credit note, Bianca Spender may refuse the return.

Please submit your Online Return Request: https://360.postco.co/biancaspender


Refunds are not offered on sale items, unless deemed faulty. Please choose carefully.
 

This policy does not apply to Bianca Spender David Jones Concessions.

Bianca Spender does not refund international prepaid tax and duties paid at the time of checkout should you wish to return an item. Contact your local customs office to obtain your tax refund.

For online purchases, we do not refund initial shipping charges for items returned, other than for faulty items. Your own return postage costs are not refundable. Items exchanged will be re-sent at our cost.

Online purchases may be returned to a Bianca Spender Boutique store. All in-store refunds will be processed by our Online Customer Care team, subject to these terms.

Please submit your Online Return Request: https://360.postco.co/biancaspender

Once the items have been received they will undergo a quality review.

Once cleared, you will either receive your new item (for exchanges), credit note, or refund on the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase.

You will receive email notification once your return is processed, this will occur within 5 working days of receiving your return.

Returns or exchanges will only be accepted with proof of purchase on items within 14 days from the date of shipment. Items returned outside their respective period will not be accepted.

For in-store purchases, you can return your purchase for an exchange or credit note only within 7 days. No refunds unless required by law. We do not accept returns on Sale items, unless faulty.

Items purchased in a David Jones store must be returned to a Bianca Spender Concession in David Jones.

In-store purchases cannot be returned to the online stores

Final Sale Return Policy

BIANCA SPENDER Final Sale products will not be restocked and only available for a limited time. All products are priced to clear, and are therefore not eligible for a refund or exchange unless faulty. 

If an item is deemed faulty, BIANCA SPENDER will offer to repair, replace or refund the value paid of the item.

If you have any concerns in regards to an order or have received a faulty item, please email customercare@biancaspender.com with your order details and we will get back to you as soon as possible. 

Consumer Guarantees

All of our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Credit Note Terms and Conditions

This document sets out the terms and conditions of Bianca Spender credit notes provided by Bianca Spender Pty Ltd. These terms and conditions are applicable to all valid credit notes. Any reference below to the ‘receiver’ is to the person to whom a Bianca Spender credit note is issued.

Redemption

Amounts shown on a Bianca Spender credit note are in australian dollars (aud) and can be redeemed through the purchase of Bianca Spender goods from Bianca Spender free-standing stores only. if there are no Bianca Spender standing stores within your area please contact Bianca Spender customercare@biancaspender.com on +61 2 5501 7000 or submit your credit note number along with your full details to us via our contact us. Subject to verification, customer care will issue you with a gift card number and pin which can then be redeemed at the Bianca Spender online store (www.biancaspender.com)

if upon redeeming your Bianca Spender credit note, the cost payable for the purchased goods exceeds the credit note value, you will need to pay the difference.

Expiry Date

All Bianca Spender credit notes are valid for 12 months from the issue date as noted on the provided receipt.

It is the receiver’s responsibility to redeem the value placed on the credit note within that time frame. Bianca Spender is unable to extend credit notes beyond the expiry date. Expired Bianca Spender credit notes cannot be used for purchases or otherwise redeemed.

Security

The receiver of the Bianca Spender credit note is responsible for the safety and use of the credit note. Bianca Spender will not be held responsible for lost or stolen or damaged Bianca Spender credit notes. Bianca Spender credit notes are to be treated like cash; defaced, altered, lost or stolen credit notes will not be replaced, refunded or redeemed.

Gift Voucher Terms and Conditions

This document sets out the terms and conditions of Bianca Spender gift cards provided by Bianca Spender pty ltd. These terms and conditions are applicable to all Bianca Spender gift cards. Any reference below to the ‘receiver’ is to the person to whom a Bianca Spender gift card is issued.

Agreeing to the terms and conditions

These conditions apply to use of the Bianca Spender gift cards. You agree to be bound by these terms and conditions by purchasing and using a Bianca Spender gift card, or by redeeming value loaded on a Bianca Spender gift card.

if you are giving a Bianca Spender gift card to another person, you should ensure that he or she is aware of the terms and conditions that apply to the Bianca Spender gift card and the relevant expiry date.

Redemption

Amounts shown on Bianca Spender gift cards are in australian dollars (aud) and can be redeemed through the purchase of Bianca Spender goods from Bianca Spender free-standing stores and Bianca Spender online store only. Gift cards cannot be redeemed at David Jones concessions. Value redeemed is deducted from the card balance.The remaining gift card value may be used in whole or part against future purchases until the gift card expires.

Bianca Spender gift cards cannot be refunded or used to obtain cash.

Expiry date

Bianca Spender gift cards are valid for 3 years from the date of issue. After the gift card has expired, it is no longer valid and all transactions will be declined. Unused value will not be refunded and will become property of Bianca Spender Pty Ltd.

Security

Keep your gift card secure and treat it as you would treat cash, anyone holding the gift card can use its value to make purchases. we are unable to replace your gift card if it is lost or stolen.

Exchanging items purchased with a gift card

Goods that are purchased solely, or in part with a gift card may be exchanged or returned subject to Bianca Spender exchange and returns policy.

Online Purchase

Items purchased from David Jones onlines must be returned back to David Jones or alternatively follow the prompts here

Instore Purchsse

Items purchased in a David Jones Instore must be returned to a Bianca Spender Concession in David Jones.