CUSTOMER SERVICE

DELIVERY & SHIPPING

We ship both domestically within Australia and Internationally.

Delivery in Australia is free of charge
We partner with StarTrack for domestic deliveries, and endeavour to deliver your package between 5 – 7 working days. Please note in the message section during your order process if you require a signature on delivery. If a signature is required, please make sure someone is available to sign upon delivery. If you are not home during delivery and you have requested a signature, please note that StarTrack will then deliver the item to your local post office and leave a note to notify you that they have attempted a delivery. 

If no signature is required, StarTrack will leave your package at your doorstep- if you are home and if you aren't.  

For International shipments, we partner with Australia Post. We charge a flat rate of $30.00 for goods to NZ, and $60.00 for goods to the rest of the world. Please note that the cost of the garment and the shipping does not include any duties or taxes payable at the destination country. 

If goods are lost or damaged during delivery, please contact us on customercare@biancaspender.com within 7 days of placing the order so that we can look into the matter.

RETURNS & EXCHANGES

Customer satisfaction is important to us. All items purchased online are fully refundable, excluding sale product (see below).

Items purchased in store can be exchanged for store credit. In both cases please ensure that:

  • Merchandise is returned within 14 days of dispatch for Au and NZ customers, and 21 days of dispatch for customers outside of these countries.
  • Merchandise must be in a saleable condition with all tags attached.
  • Merchandise must not be worn, damaged, altered or washed.
  • The original invoice as proof of purchase is provided.


Please note, sale merchandise can only be exchanged, not refunded
.

No refund or exchange is available when jewellery is purchased. 


All warehouse purchases are final. Stock cannot be exchanged or refunded. 

No credit notes will be issued for the return/exchange of sale items purchased online. An exchange of sale product must occur at the time of returning the original sale item. 
 

Please note that if you wish to return an item to us, you will be responsible for the delivery costs including any taxes or duties to pay.  

Merchandise bought within David Jones can be returned to any David Jones stores, however merchandise purchased Online can be returned to Bianca Spender standalone boutiques. Sale merchandise can be exchanged but not refunded. Bianca Spender reserves the right to refuse the return of any merchandise that does not meet return requirements, unless it is deemed faulty.


ONLINE RETURNS PROCESS 

This policy is only applicable to purchases made online at www.biancaspender.com In order to complete your return or exchange please follow the simple steps listed below: 

  • Email customercare@biancaspender.com or phone +61 (0)2 9260 9713 to request a refund / return
  • You will be issued with a Returns Merchandise Authorisation (RMA) number. Merchandise will not be received without a valid RMA
  • Complete the Returns form received with your merchandise.
  • Pack all merchandise with the Returns form, plus your original invoice. Please ensure all merchandise is secure as we will not be able to accept damaged merchandise.
  • Ship package to; Bianca Spender Returns, 439-441 Kent Street, Sydney, NSW 2000, Australia.

Please note merchandise returned without following the above steps will result in a delayed refund or may not qualify for a refund. You are solely responsible for the return of merchandise. 

We recommend that an insured traceable method is used to ensure safe and recorded delivery. Bianca Spender will not be held accountable for any damaged, missing or late incoming deliveries. 

Please allow approximately 5 working days for the bank crediting your account. An email confirmation will then be sent to you confirming your refund.


EXCHANGE PROCESS

Please contact us via email customercare@biancaspender.com or phone +61 (0)2 9260 9713.