FAQ

Changes to your Order

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.

Item Availability

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 extremely 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 & Payment

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.

Shipping Prices

Free shipping applies to all Australian Express orders over $300.

Express orders below $300:

Within Australia: $10
New Zealand: $20
Rest of World: $50

Excluding duties and taxes for your country.

All prices are shown in AUD.

Shipping within Australia

For shipping within Australia, we use DHL, 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.

We cannot deliver to PO Box or Parcel Locker addresses. Orders to PO Box or Parcel Locker addresses may be subject to cancellation.

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

Express Delivery in Australia

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.

International Shipping

For shipping outside of Australia, we use DHL's Express 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.

Return Policy

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.

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.

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.

Online Returns

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.

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.

For returns to the Bianca Spender online store, follow the procedure below.

Processing times for Online Returns

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.

In store Returns

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

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