RETURNS, REFUND AND EXCHANGE POLICY*
In accordance with the ACCC guidelines Manteau Noir is NOT required by law to provide a refund or replacement if you change your mind or if you select the incorrect size. Outside of items with a major problem or fault (as detailed below) Manteau Noir does not have to offer a refund, return or exchange on any item.
Our website has detailed sizing information and our staff are more than happy to take additional measurements for you. Please call the store 03 5348 1902 to talk to a member of our team if you need any additional sizing information.
Unfortunately, we do not offer refunds, credit notes or exchange on goods purchased in-store or delivered more than 7 days from the customer receiving the item (if by mail) or from purchase in-store (unless the item is faulty).
Manteau Noir will offer a refund or exchange if an item has a major problem or fault. This is when the item: has a problem that would have stopped you from buying the item if you had known about it; is unsafe; is significantly different from the sample or description; and, doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is can not be repaired in a reasonable time you can choose a refund or replacement. Please keep your proof of purchase—e.g. your receipt.
RETURNS / CHANGE OF MIND
Our return policy lasts 7 days from receipt of goods. For online customers this is 7 days from when your order arrives.
If the product or garment you have purchased is not suitable, we will be pleased to offer you an exchange or credit note based on the criteria below. If, once your order arrives, you feel that the style, sizing or colour is incorrect and wish to exchange the garment for another size, colour or another style please contact Manteau Noir on 03 5348 1902 or firstname.lastname@example.org. Please note you must receive approval prior to sending your item back to us.
For clothing, to be eligible for a return, your garment must be unworn, with labels still attached and in the original packaging. Any garment that has been altered, smells of perfume or deodorant or is marked in any way, cannot be returned. To avoid damage, remove jewellery before trying garments on and leave all swing tags and accessories attached to the garment. This does not mean that you cannot try on your new purchase, just that we cannot accept any items that show signs of wear or use or have been washed or dry cleaned.
Any non-clothing items must be unused and in their original packaging. Any sign of use or wear will disqualify the item from being returned or exchanged.
Additional non-returnable items: bed linen; perfume; earrings, bath and body care products; books; gift cards; any item not in its original condition, is damaged or missing parts for reasons not due to our error; and, any item that is returned more than 7 days after delivery
Please note that your refund or credit may be reduced by the amount of any applicable shipping and handling fees and/or restocking fees. Unless the product is defective or the return is a direct result of a Manteau Noir error, Manteau Noir may charge a restocking fee of 20% of the purchase price.
RETURNS REQUEST & RETURNING YOUR ITEM
Please call the Daylesford store via phone 03 5348 1902 or email email@example.com to alert the 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 staff 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)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or exchanged unless the item is faulty or damaged. If the garment you purchased is the wrong size, then we will exchange it for another if we have it in stock. There are no change of mind returns or exchanges for sale items.
Contact the Manteau Noir team on 03 5348 1902 or email firstname.lastname@example.org to determine if your required size is in stock. If we don't have an alternative size in stock, unfortunately, we are unable offer a return, refund or exchange.
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 email@example.com
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 a stockist must be returned to the place of purchase and will be subject to the stockists policy.
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.
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.