Returns Policy

OUR RETURNS POLICY:

We do our best to ensure quality goods and service and provide a measurement chart/guide to help you make the right choice, please email us if you need further assistance in selecting your size to eliminate returns.

We will gladly accept unworn, unwashed, unaltered or defective merchandise returned within 30 days of purchase together with proof of purchase and return lodgement. Please try on your garments as soon as possible to make sure any returns arrive to BEFORE the 30 day period ends.
Read on to see if your garment fits the return conditions and follow the official 3 step returns process below.

RETURN CONDITIONS GENERAL:

In order to be eligible for return, ITEMS MUST BE IN ORIGINAL CONDITION, unaltered, unwashed and have all their original sales tags intact.
The customer is responsible for the cost of postage of returns and is not eligible for a refund on postage fees. We suggest prepaid Australia post satchels to keep your costs down for returns.
Initial shipping charges for orders will not be refunded.
Any item with tags removed will not be considered for returns.
Mon Reve Lifestyle is not liable for loss of items returned (we recommend using tracked parcels such as Australia post satchels)
Where items have been wrapped in tissue we understand the tissue may show signs of damage or not be present.
Where garments were supplied with specialty packaging, fancy boxes, free gifts or fabric carry bags they must also be returned as per the original package to be eligible for a refund or a 15% packaging fee may be omitted from your total refund value.
Gift wrapping purchases are non refundable.

RETURN CONDITIONS FOR SPECIAL CATEGORIES:

BRIDAL (NEW) is eligible for returns as per the policy for regular garments/goods.
BRIDAL (VINTAGE) is eligible for returns as per Vintage/Secondhand
*see below.
SWIMWEAR/LINGERIE customers must try on items wearing undergarments. If you wish to return an item, the tags and protective hygiene strip must remain in place and the item will not be accepted. If either of these have been removed or altered, or if the item shows signs of wear the item may not qualify for return.
VINTAGE/SECONDHAND (Including Vintage Bridal)
ALL SALES ARE FINAL/NOT ELIGIBLE FOR RETURN
Unless otherwise stated all vintage items are used and may have minor to moderate wear or discoloration considering the age of the item, we do our best describe and measure these features accurately. Most items have been hand washed, spot cleaned, or professionally dry cleaned. If you would like to see more photos or if you are concerned about the condition/wear-ability of the item, please contact us with any questions before purchasing. Please also contact us if you need the item quickly or by a specific date.
SALE/CLEARANCE ALL SALES ARE FINAL/NOT ELIGIBLE FOR RETURN unless faulty (deemed upon inspection) and lodged within the 30 day return period.

LODGE YOUR RETURN using these steps:

1. Request a return lodgement via email within 30 days your parcel arriving to you/being collected
Email us on the "contact us" email form within 30 days of your order arriving along with your order number/invoice number, reason for return and images if possible. We will then send you the returns information and parcel return address so we can process your request.
Returns sent back to us with no request lodgement may be sent back to you or remain unprocessed.

Please note: if a return request email is not lodged in time, the item may not qualify for a refund.

2. Post your return and notify us of your tracking via email within 30 days of purchase arriving/being collected.
3. Await your refund
Once we receive your parcel safely and inspect the goods for eligibility we will process your refund (excluding original shipping cost) directly to the original method of payment used for purchase and notify you via email that your payment is being processed. Please allow 7 business days for your refund to clear.

EXCHANGES:

Apologies, we are not able to offer exchange at this time.
All of our items are hand made in limited quantities or could be a one of a kind garment. If the item you want is not in stock you will be refunded your original purchase price/method of payment once the returns process has been initiated.
You will then have to make a new order.

FREQUENTLY ASKED QUESTIONS:

What if my item is faulty?

We're so sorry if an item you received is not in perfect condition. Please follow the returns process. Once approved we will meet our obligations under the Australian Consumer Law or similar legislation which may include replacing the item if the stock is available or giving you a refund upon receiving your faulty item back.

What if my item is out of stock?

If you have ordered an item that is out of stock, or we are unable to replace the item in a timely manner (ie: the due stock will take too long) we will refund your item when processing your order and notify you via email promptly.

Postage costs will be refunded only if total order is not supplied.

If you order more than one item and only part of the order is not supplied you will be refunded for the missing items only.

What if my item is incorrect?

If you have received an item you did not order, please email us and we will either replace the item correctly and facilitate a return and refund you if it is no longer available. (Once returned and inspected)

What if my parcel goes missing?

Your order parcel is missing: If your order has gone missing, please email us to let us know and we can explore the tracking history for your item and try to resolve the issue. You will hear from us via email.

Your return parcel is missing: Please note, due to insurance limitations, if your return parcel is deemed lost in transit, we are not eligible to refund lost parcels sent without tracking to us. If your parcel was tracked and has gone missing we will explore the tracking history and try to resolve the issue. You will hear from us via email.

Do I have to pay for postage on returns?

Subject to our obligations under the Australian Consumer Law or similar legislation, you will be responsible for shipping and handling charges to return any unwanted/wrongly selected items. If the package does not reach us safely we will not be able to complete the refund.
We recommend sending via a traceable method for peace of mind and to retain proof of postage until you have received confirmation that your return has been processed.

What about international returns and duty? (Contact us to confirm your refunds process)

Subject to our obligations under the Australian Consumer Law or similar legislation, international returns cannot be accepted where the value of the items being returned in one shipment is over $1000. Please lodge the items as per the regular 30 day period and ship the items separately if necessary as we are not responsible to pay duties to receive the goods. If there is a charge it may be deducted from your final refund. You as the customer will be liable for any duties incurred as your parcel leaves your destination.

Are vintage items eligible for returns?

Please consider your purchase carefully as there is strictly no refunds on second hand goods which are exempt from the exchange policy for new products and sold "as is". Bear in mind the item is pre-worn, deadstock or has had a previous lifetime. Wear consistent with the item's age should be expected, and extra care should be taken in wear, laundering and storage. Sizing may be inconsistent with modern clothing so we cannot guarantee fit for these items.

We take great effort and time to describe items accurately, and any specific issues, especially those that would detract from the presentation or wearability of the garment, will be mentioned and photographed in the listing.

We are here to help so if you have any other queries email us at:
monrevelifestyle@gmail.com

Happy Shopping!