This is KARENGEE’s returns policy for eBoutique items.  Please refer to KARENGEE’s separate returns policies if your item has been purchased from KARENGEE (1) in store or (2) as a made to measure item. All items must be physically returned to us for assessment in accordance with the conditions set out below.

Return terms and conditions

The following terms and conditions apply to all returns:

1. Email concierge@karengee.com to request a Returns Merchandise Authorisation (RMA) number. Merchandise will not be returned without a valid RMA.  Complete the returns form received with your merchandise.  Pack all merchandise with the returns form and the original invoice.  It is your responsibility to ensure all merchandise is securely packed.
2. The item must be returned with adequate proof of purchase within:

(a) 14 days of the original dispatch date for customers residing in Australia and New Zealand;

(b) 21 days of the original dispatch date for all other customers.

1. The item must be in original and re-saleable condition, in original packaging, unworn, unwashed, undamaged, and unaltered, with original labels attached.  Where an item is damaged through misuse, neglect or abnormal use, we will not provide a refund, exchange or repair;
2. The item must be sent by registered post to KARENGEE Head Office for assessment:

KARENGEE HEAD OFFICE:

11, 2-4 PICRITE CLOSE

GATEWAY ESTATE

PEMULWUY, NSW 2145

AUSTRALIA 

+61 438 059 284;

Please note this address does not have a “Drop Off” option.

1. You are responsible for any damage which occurs during transit; and
2. KARENGEE reserves the right to inspect and assess the nature of the defect in its sole discretion and may determine that the item is ineligible for a refund, repair, or replacement.  Any alterations will attract an additional charge.

KARENGEE reserves the right to reject the return of any merchandise that does not meet the terms and conditions in this policy, unless due to a manufacturing defect.

In the event that KARENGEE offers an exchange/replacement, delivery of the exchanged item may take up to 20 working days to dispatch because each garment is made to order.  You will be informed of an estimated delivery date wherever possible.

If you are offered KARENGEE eBoutique credit, the relevant credit will be applied to your eBoutique account once your return has been processed.  KARENGEE eBoutique credits are valid for 6 months and can be used for purchases via the KARENGEE eBoutique only.  You can check your KARENGEE eBoutique credit balance by logging on to your account. To use your credit you will have the option in the checkout on the payment step to use KARENGEE eBoutique credits.

Order cancellations, amendments / alterations

It is important that you check and confirm the specifications of your order before placing your order.  If you wish to make changes to the specifications of your order after it has been placed, please contact us.  Please note however that changes, amendments, or alterations will attract an additional charge.  The cost of any changes, amendments, or alterations will be notified to you and we will require payment of any additional charges in advance.

For details of our standard alteration charges please see www.karengee.com.

Change of mind returns

Please note that all KARENGEE eBoutique garments are manually patterned and cut to order, and in some cases tailored, for the individual customer. As such, where items have been delivered in accordance with the order, we cannot offer an exchange of refund where there has, for example, been a change of mind. 

Other returns

If your item is faulty or defective, please return it to us promptly for assessment in accordance with the return conditions stipulated below. Any alterations that you request will attract an additional charge.

Manufacturing defects

Manufacturing defects are inherent defects in the item which have not been caused by KARENGEE.  KARENGEE may elect to return the item to the relevant manufacturer in order to determine the nature of the fault and seek appropriate redress. If the item has a manufacturing defect, we may offer a repair or replacement.  If you choose to have the item altered, additional charges will apply and will be notified to you.

Other defects

If we consider that the item is otherwise deemed to be faulty or not in accordance with the specifications of the relevant order, we may offer a repair or replacement.  In this regard, in view of the nature of the items, all specifications, drawings, and particulars of dimensions are approximate only.  KARENGEE is not under any duty to accept items returned by you.

Shipping costs

You agree to be responsible for paying for your own shipping costs for returning your item except where we consider that there is a manufacturing or other defect.  Shipping costs are non-refundable, and must be paid in advance.  Return shipping must be sent back to the KARENGEE within 14 days of receipt. Original shipping charges are non-refundable and charges for returned items are the responsibility of the customer.  KARENGEE takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer until received by KARENGEE.

Refunds

If we determine that you are entitled to a refund, your refund will be returned to the original payment method.  We may require that you comply with identification requirements before processing your refund.  We reserve the right to alternatively provide you with store credit.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure and for 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 is minor, then we may offer a repair only and reserve the right not to offer a refund or exchange.

 

Click here for more information about our alterations pricing schedule.

To find out more about our privacy policy and terms of use, please visit our terms page.