Provokelingerie.com.au offer a 100% guarantee that if you are in any way dissatisfied with the goods you have ordered (including Sale products), we will exchange them or give you a full refund for the items, provided that you return them to us in their original condition and packaging, unworn, unwashed and with all labels intact. Please note the following:
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Gift box charges will not be refunded in the case of a return and replacement items requested will not be gift boxed (you may wish to keep any gift box received with the original order).
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Delivery charges will not be refunded in the case of a return. However, should you request replacements for returned items; you will not be charged again for delivery. All replacement products are shipped via standard delivery. Express delivery of replacements may be requested at the time of return and the difference will be charged to you.
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Please ensure that strings/ briefs/shorts etc. must be tried on over your own underwear. We reserve the right to refuse returns of products where it is apparent that this has not been done.
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Returns on hosiery cannot be accepted if the packaging has been opened.
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Gift Vouchers are non-returnable and cannot be exchanged for cash.
RETURN PERIOD
Our normal returns period is 21 days from the day of dispatch and any returned products must be received by us within this time. However, to allow for unwanted or ill-fitting gifts, the following exceptions apply:
- Christmas gifts ordered from 1st November onwards may be returned up to the end January
- Valentine's gifts ordered from 1st January onwards may be returned up to the end of March.
(Please note that these dates are those by which any returns must be received back in our warehouse, so please allow sufficient time for your goods to reach us)
If you wish to return goods to us, please email us with the details.
Australian customers:
Return postage from Australia is payable by the sender. Send your return via the Australia Post, and please obtain a receipt of postingfor all returns, so that we can complete your request in the event of items being lost in transit. This receipt should be keep until you have received your refund or replacement. Please allow up to 14 days for returned goods to reach us.
International customers:
Return postage from outside Australia is payable by the sender. Send your return via an insured, traceable method, marking your package clearly as Returned Goods to avoid delays at Customs. Please retain your shipping documentation until you have received your refund or replacement, so that we can complete your request in the event of items being lost in transit.
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We will let you know as soon as we receive the goods, and will then endeavour to process your request for either a refund or replacement as quickly as possible. Please allow up to 7 days from receipt of your return for this to be done.
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If you have requested a refund, or replacements of a lower value than the returned goods, any refund due will be credited back to the credit card used to pay for the original if you would prefer. We will let you know as soon as the refund has been processed.
REPLACEMENTS
If you have requested replacements of a higher value, you will need to resend your credit card details to cover any difference due as we do not keep your credit card details on record.
"I no longer have the dispatch paperwork - what do I do?"
If you no longer have the returns label that was supplied with your order or it was a gift, please address the package to:
“PROVOKE LINGERIE”
404/29 Newland Street
Bondi Junction, NSW 2022
Australia
Enclose a note with the return, ensuring that the following information is included:
- order number (if known),
- name,
- address,
- contact telephone number or email address (especially important if you do not know your order number)
- return reason
- details of refund or replacement required.
RETURN OF FAULTY GOODS
If you believe the goods we have supplied to you are faulty, you should return the item to us together with a note, explaining what you believe is the problem and stating the original order number. When we receive the product, we will investigate the fault and contact you to agree the most appropriate resolution.
If you request a refund, please note that this can only be issued to the PayPal or direct deposit. Alternatively we can offer you a gift voucher
