customer care

frequently asked questions

What are the terms of use for gift vouchers?

  • All gift vouchers are valid for?1 year from the issue date unless stated otherwise.
  • They are re-deemable only through Maurie & Eve online boutique: http://www.tangledartonline.com/e-boutique.html.?
  • Gift vouchers are non-transferable and cannot be exchanged or returned.
  • They cannot be exchanged for cash or used in any other way than originally intended.
  • All items purchased using a gift voucher are subject to the standard store policies as outlined under 'Customer Care' and 'Terms & Conditions'.
  • A store credit will be provided for any returned items purchased using a gift voucher.
  • Maurie & Eve will not be responsible for any gift vouchers that are lost, stolen, destroyed or used without permission.
  • Promotion codes cannot be used in the purchase of gift voucher/s.
  • A gift voucher cannot be used to buy another gift voucher.

How do 'pre-orders' work?

Only selected products will be available for Pre-Order seasonally. The expected delivery period will be noted in the description of the Product on our E-Boutique. Please familiarise yourself with the following Pre-Order terms before completing your purchase:

  • At the time you place your order, you will be required to pay the full RRP to secure your Pre-Order
  • Due to the pre-sale nature of such transactions, you should expect a delayed period between the purchase of the product & the actual delivery of the product. Delivery dates are subject to change & our customer care team will be in touch should there be any unexpected delays with your order.
  • Standard return & exchange policies apply to all pre-orders.?

Where do we deliver?

We deliver world wide*

*Currently we are unable to deliver to Russia


How do deliveries get to me?

All Australian orders will be shipped?via Australia Post and International orders will be shipped via? DHL Express. All Orders placed before 3pm are shipped out that same day.

Packages should be signed for upon delivery so please ensure that you provide your daytime delivery address and contact number.

Please note that we are unable to re-direct orders once they have been dispatched.


What are the delivery times within Australia

Orders received before 3pm AEST will be shipped that day from our warehouse in Mona Vale NSW 2103

Australia Post Regular - please see the Australia Post website for accurate delivery times.?

https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/

Australia Post Express - in most cases next day delivery for metro areas. Please refer Australia Post website for delivery for accurate delivery times

Deliveries are sent during normal business hours between Monday and Friday. Purchases made on weekends and public holidays will be processed on the next business day.


What are the delivery times for international orders?

Please allow up to 5 business days for your DHL Express parcel to reach you.


What are the shipping costs?

Within Australia - Australia Post Regular?- $12 flat rate?

Within Australia - Australia Post Express - $15 flat rate

To New Zealand AUD $32.00 flat rate for?all orders?

To the US AUD $42 flat rate for all orders

All other international shipping is calculated based on your location and will vary.


What currency is used on the site?

All product prices are listed in Australian Dollars.
If you are in the US or NZ prices will be listed in USD or NZD?


Will i have to pay any additional taxes?

All product prices listed on the site are inclusive of a goods and services tax.

Please be aware that International orders may incur customs or import duty fees when your order arrives. Please contact your local customs office for further information.

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Returns

Merchandise in a saleable condition with all original tags attached may be exchanged or returned for a credit note only.

A refund will be given if there is a fault in the garment or it has been damaged during shipping. This policy is non-negotiable. Returns are accepted on goods within 30 days of receiving the product. Items not received within this period will not be accepted. Items must be in original condition and must not have been worn, altered or washed. All tags must be attached. Shoes must be returned unworn in their original shoebox.

PLEASE NOTE: All markdown items that have been marked down 70% and over are final and cannot be returned for exchange or refund.

For hygiene reasons we can not accept returns or exchanges on earrings or swimwear.

Return shipping is payable by the customer and must be sent via a prepaid and traceable method to ensure safe and documented delivery. Maurie & Eve take no responsibility for missing incoming deliveries without proof of delivery. The original shipping charges are not refundable and, if you are exchanging for an alternative item, a shipping charge will be applied.

Refunds will be processed less shipping and duties as soon as possible however please allow up to 2 billing cycles for the refund to appear on your credit card statement.

Credits will be provided for exchanges via a Credit Voucher code which will be issued once return has been approved for credit. This voucher code is redeemable for 1 year after issue on the E-Boutique.

Maurie & Eve reserve the right to deny refunds if the merchandise does not meet our returns policy requirements once assessed.

Please allow up to 3 business days for your return to be processed

Sales & Promotions?

All Sale items marked down by 70% or more are final.?

We do not provide price adjustments/matches for prior purchases during Sale or Promotional Periods.??
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How to return/exchange

Upon receiving the package, you will find enclosed with your purchase, an invoice with returns information.?Please follow the steps on your invoice to process your return.

Alternatively please see our Returns page of our website for more information if you do not have access to this invoice.


Enquiries

Please email shop@maurieandeve.com or call +61 (2) 9997 4634 for enquiries relating to the Maurie & Eve E-Boutique.

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