Shipping Info

Balaquin Shipping Policy

Delivery (AU/NZ)

• FREE standard delivery 

• $15.95 for express delivery
  
  

Standard Shipping Times (AU/NZ)

Metro: 3-4 business days

Regional: 5-7 business days

Remote/New Zealand:  8-10 business days

Once orders are placed, they are not able to be edited, added to or cancelled.

If you place your order over a weekend or on a public holiday it will be processed and sent out over the following business days (Monday – Fridays).

Please note: Shipping times are a guideline and subject to change. You may experience slightly longer delivery times during peak periods, due to wild weather, or due to other postal service delivery issues that are unforeseen or unavoidable events beyond our control. 

International Shipping

• Shipping time: location dependant - 10-20 business days

• Cost - location dependant; up to $20 (standard international delivery)
  
  

Any additional taxes or duties applied by customs at the destination country are the responsibility of the delivery recipient. Please note in accordance with Australian export regulations we are required to declare the exact value of all items and identify the order as dutiable ”merchandise" and are prohibited by law from identifying an order as a "gift" for export purposes. Your local customs office will be able to assist you with any further information regarding taxes, duties and customs.

Tracking Information

You will receive an email with your tracking information once your order has been processed.

You can track the progress of your order through to shipment under ‘My Orders’ in the My Account section or by entering your order or tracking number.

Need help?

If you are unable to locate your tracking number, feel your order may be lost, or if you have any questions about your order please contact us at hello@balaquin.com.

Balaquin Returns Policy

We are committed to producing quality, timeless pieces you will fall in love with, but if you change your mind, you can return your item within 30 days of receiving your goods for exchange or refund provided your item meets the requirements listed under "change of mind" section outlined below. 

Our policy including the change of mind limits do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.

Change of Mind

If you have changed your mind, we may offer you a refund provided that the refund:

• is made within 30 days of purchase.
• you are able to provide satisfactory proof of purchase
• the merchandise is in saleable condition, that is it is unworn or unused with all original sealed packaging or tags attached, and where the product seal is not broken or tampered
• the item is not subject to the exclusions listed below

Our team members will assess the item (in-store and online returns) to determine whether a refund will be offered in accordance with our Returns Policy. Please note that delivery and gift wrapping costs are non-refundable for change of mind returns.

Excluded change of mind items

Please choose carefully when purchasing merchandise designated as a clearance item (either marked as clearance or reduced to clear) as change of mind returns will not be accepted. Subject to availability, an exchange for an identical item (same style, model etc) may be provided.

Returns and exchanges will not be provided on the following types of merchandise unless the product fail to meet a consumer guarantee:

• Gift Cards 

• Items that have a tag that accompanies the product that states no change of mind

 

Sales to individuals who Balaquin believes to be resellers or bulk purchasers are final sales, and the change of mind policy does not apply.

We recognise that the option to return an unwanted item is important to our customers. To ensure a positive shopping experience for all customers and to prevent fraud, abuse and misuse of this policy, Balaquin may refuse to accept items returned for Change of Mind if we identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals.

Proof of purchase

Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents for change of mind:

• Online Tax Invoice (order confirmations will not be accepted)
• Original return/exchange receipt/gift receipt

Please note that our team members are not responsible for proving your purchase. You must supply the proof of purchase, which our team members can validate.

Consumer Guarantees

As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from Balaquin. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined timeframe. The Australian Consumer Law, however does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Where you believe an item is faulty or defective, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If the goods or service has a major failure, you may reject the good or service and seek a refund, exchange or repair or you may keep the item and seek compensation for any drop in value. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.

Where an item is damaged through misuse, neglect or abnormal use, Balaquin will not provide a refund, exchange or repair.

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.

If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Balaquin will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.

Gift or bonus with purchase offers and bundled items

Where merchandise is purchased with a gift or bonus offer, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus or it is not in a saleable condition, the value of any available refund will be reduced by the value of the gift or bonus (in full or in part)

In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.

Bonus gift card with purchase

Where a bonus Gift Card is issued at the time of purchase, the bonus Gift Card must also be returned with the merchandise to qualify for a full exchange or refund. Where the bonus Gift Card has been fully or partially redeemed, the amount redeemed will be deducted from any available refund.