RETURNS, REFUNDS AND EXCHANGES
This policy does not exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.
Manteau Noir is not required to provide a refund, replacement or exchange where a customer has simply changed their mind or purchased an incorrect size. However, we offer a limited change-of-mind return policy for eligible full-priced items, subject to the conditions below.
Change-of-mind returns must be requested within seven days of receiving the goods. For an approved change-of-mind return, we may offer an exchange or a store credit, which will be issued as a Manteau Noir gift card. Cash refunds are not offered for change-of-mind returns.
Our website provides detailed product descriptions, photographs and sizing information. Our team is happy to provide additional information before you purchase. Please call the store on 03 5348 1902 between 10am and 4pm daily, or email team@manteaunoir.com.au.
There are no change-of-mind returns, exchanges or store credits available after the seven-day return period.
CHANGE-OF-MIND RETURNS
Our change-of-mind return period is seven days from receipt of the goods. For online purchases, this means seven days from the date your order is delivered.
If an eligible full-priced product is unsuitable, we may offer:
- an exchange; or
- a store credit issued as a Manteau Noir gift card.
Please contact Manteau Noir on 03 5348 1902 or at team@manteaunoir.com.au before returning an item. You must receive approval before sending your item back to us.
Clothing
To be eligible for a change-of-mind return, a garment must:
- be unworn and unused;
- have all original labels, swing tags and accessories attached;
- be returned in its original packaging;
- be free from perfume, deodorant, makeup, marks, damage and signs of wear; and
- not have been altered, washed or dry-cleaned.
You are welcome to try on your garment. Please remove jewellery before doing so to help prevent damage.
Non-clothing items
Non-clothing items must be unused, undamaged and returned in their original packaging. Items showing signs of use, wear or damage cannot be accepted for a change-of-mind return.
ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS
We do not accept change-of-mind returns for:
- bed linen;
- perfume and fragrance;
- earrings;
- bath, body and skincare products;
- books;
- purchased gift cards;
- sale items, except for the limited Manteau Noir womenswear size-exchange policy detailed below;
- items that are not in their original condition;
- items damaged or missing parts for reasons unrelated to a fault or error by Manteau Noir; or
- items returned outside the seven-day return period.
These exclusions do not affect your rights where an item is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
RESTOCKING FEE
Restocking fees apply only to approved change-of-mind returns. They do not apply where an item is faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law.
For an approved change-of-mind return, a store credit will be issued as a Manteau Noir gift card.
The value of the gift card may be reduced by any applicable shipping and handling charges.
Unless the return results from a fault or an error by Manteau Noir, we may also apply a restocking fee of 10% of the purchase price.
RETURNS REQUEST & RETURNING YOUR ITEM
Please contact our Daylesford store via phone +61 3 5348 1902 or email team@manteaunoir.com.au to alert our team to your concerns and return request, please include your order number in your correspondence.
To return your product, you should mail your product to:
Manteau Noir - RETURNS
Shop 1/27 Vincent Street
Daylesford VIC 3460
When returning a product please include your name and order number.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. All customers are responsible for the shipping costs for returning items (unless the item is faulty or sent in error) and will also be charged for postage for any exchange items (unless the item is faulty). If you are returning an item for a direct exchange please include a pre-paid express post addressed satchel so that our team can return your new item.
Returns are processed once a week. A member of our team will contact you once the item has been received in store.
SALE ITEMS (if applicable)
All purchases of sale items online are final. We don not offer returns, exchanges, gift cards or *refunds on sale items.
On Manteau Noir Womenswear items only - we can offer you and exchange of size if the garment is available in stock. Please contact the Manteau Noir team on +61 3 5348 1902 or email team@manteaunoir.com.au to determine if your required size is currently available. If we don't have an alternative size in stock, we are unable offer you a return, exchange or gift card.
There are no change of mind returns or exchanges for sale items purchased online. Please carefully read the online product descriptions and if unsure, contact our team on +61 3 5348 1902 or email team@manteaunoir.com.au
*Refunds are only available on sale items if they are deemed faulty and they adhered to our returns/refunds criteria noted above.
FAULTY ITEMS (if applicable)
We will happily repair, exchange or refund faulty items within 7 days of receipt of goods in accordance with the ACCC guidelines.
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.
Please contact us by phone or email to discuss the fault that has occurred.
Manteau Noir will repay the postage costs for you to return the garment(s). Manteau Noir reserves the right to inspect returned garments and deny return or exchange if we do not see them to be damaged. Manteau Noir also reserves the right to repair garments where this repair will return the item to its original condition.
REFUNDS FOR FAULTY ITEMS (if applicable)
Once your return is received and inspected, we will send you an email or telephone you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved for a refund, as per the ACCC and Consumer Affairs Victoria criteria, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
LATE OR MISSING REFUNDS (if applicable)
If you haven't received a refund yet, first check your bank account or credit card statement again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at team@manteaunoir.com.au
MANTEAU NOIR & VICTORIA VARRASSO ITEMS PURCHASED FROM OUR STOCKISTS
These return guidelines apply only to items purchased from Manteau Noir (in-store and online). Manteau Noir and Victoria Varrasso branded products purchased from one of our stockists must be returned to the place of purchase and will be subject to the stockists policies.
SHIPPING
We ship out website orders on Mondays, Wednesdays and Fridays. Due to our location in regional Victoria, it can take up to ten days for Australia Post to deliver your item within Australia, this time may be longer during peak times and for international items.
Should you require express shipping, please choose the Express Postage option when at check-out. Please note that our shipping days are still on Monday, Wednesday and Fridays, even for express shipping requests.
RETURNS SHIPPING
You will be responsible for paying for your own shipping costs for returning your item, unless the item sent is faulty, incorrect or damaged. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item and Manteau Noir is not responsible for items lost in transit.
GIFT CARD POLICY
Any gift cards issued on or after 1 November 2019, the cards are redeemable for at least three years after the date of purchase.
This requirement does not apply to gift cards that are:
- able to be reloaded or topped up
- donated for promotional purposes
- supplied at a genuine discount
- part of an employee reward scheme
- part of a customer loyalty program
- second-hand gift cards
- part of a temporary marketing promotion
- supplied to certain charities or government agencies.
* In accordance with Consumer Affairs Victoria, consumers do not have a right to return a product if they:
- changed their mind and no longer want the product
- ordered the wrong product
- found the product cheaper elsewhere
- found a better product elsewhere
- were aware of the relevant fault before buying the product - for example, if the fault was written on the product's tag, or for online purchases, indicated in any photos or descriptions of the item online
- damaged the product by misusing it
- used the product for a long time and the problem is as a result of usual wear and tear.
