Shipping & Returns


© 2020, Eloïse Panetta

Production Lead Time: 

Due to the handcrafted nature of our brand, please note that each product is handmade to order in limited quantities. We will endeavour to make your product as quickly as possible, but please note we have a production lead time for every product before your product can be shipped. 

Please note production lead times below:

For Jewellery:

Production lead time for jewellery is up to 10 full business days. This time frame does not include shipping time and your product will be posted after the production lead time frame. If by any chance your product will take longer than 10 full business days to create, a customer service member will be in touch to notify you as soon as possible. 

For Clothing:

Production lead time for clothing is up to 20 full business days. This time frame does not include shipping time and your product will be posted after the production lead time frame. If by any chance your product will take longer than 20 full business days to create, a customer service member will be in touch to notify you as soon as possible. 

For Silk Accessories:

Production lead time for silk accessories, including all scrunchies, ribbons, scarves and headbands is up to 4 full business days. This time frame does not include shipping time and your product will be posted after the production lead time frame. If by any chance your product will take longer than 4 full business days to create, a customer service member will be in touch to notify you as soon as possible. 

Priority Orders:

If you require your product sooner, please get in touch prior to placing your order by emailing our customer service team at: contact@eloisepanetta.com. We do accept priority orders and will do everything in our power to accomodate your request providing you have contacted our team first. 

 

Shipping:

Our eBoutique ships from Sydney, Australia and offers shipping Australia wide and to most International countries.

Domestic Shipping:

  • Australia Post ‘Standard Parcel Postage’ with a flat rate of $10.00 which offers a delivery time estimate of 3-5 business days. 

  • Australia Post 'Express Parcel Postage’ with a flat rate of $14.00 which offers a delivery time estimate of 1-3 business days. 

  • Please note: Due to the global health pandemic, shipping and handling times are taking much longer than usual and this is completely out of our control. We have removed express postage temporarily from our postage options as Australia Post have removed the express post guarantee in response to the global health crisis. This is due to government laws surrounding Covid 19, flight restrictions and social distancing laws affecting Australia Post and International post outlets.
If you are concerned about receiving your postage in a particular time frame, or need a priority order, please get in touch prior to placing your order online by emailing our customer care team at contact@eloisepanetta.com

    Please note: Eloïse Panetta will not be held responsible for any late deliveries caused by Australia Post or any third party shipping and courier companies.

    Australia Post is a trusted service and as such, Eloïse Panetta will not refund orders, refund shipping costs or replace orders that have been scanned as delivered, lost, or delayed. All shipping delivery time frames are calculated as estimates and can vary between states. To avoid any postage disappointments or delays, please allow for extra time when placing your order. 

     

    International Shipping:

    We ship International orders with ‘Australia Post Standard International Postage’ which offers a delivery time estimate of 7-20 business days. Shipping is charged at a flat rate of $50 AUD. 

    Shipments are delivered to the receiver’s residential address only provided by the customer at the time of purchase. 

    Eloïse Panetta will not be held responsible for any duties or tax charged by the destination country or customs office. We have no control over these charges and are unable to advise you on what duties may apply. We strongly encourage you to contact your customs office in your country for more information prior to making your purchase.

    Please note: Eloïse Panetta will not be held responsible for any late deliveries caused by Australia Post or any third party shipping and courier companies.

    Australia Post is a trusted service and as such, Eloïse Panetta will not refund orders, refund shipping costs or replace orders that have been scanned as delivered, lost, or delayed. All shipping delivery time frames are calculated as estimates and can vary between states. To avoid any postage disappointments or delays, please allow for extra time when placing your order. 

    Eloïse Panetta kindly requests that all customers provide their correct information when placing an order. Eloïse Panetta will not be held liable for incorrect deliveries due to input errors at the time of customer placing an order.

    Pricing:

    All pricing and payments are made in Australian dollars (AUD) 

    Currency conversions are set by your bank and may incur additional charges. We are not responsible for these additional charges and we advise you contact your financial institution to calculate the currency conversion prior to your purchase. 

    We strongly encourage you to read our shipping policy thoroughly before making your purchase. If you have any questions regarding our shipping policy, please get in touch by contacting our customer service team at contact@eloisepanetta.com

    Eloïse Panetta reserves the right to make changes to this shipping policy without notice.

     Returns and Exchanges:

    We do not offer any refunds or exchanges on any of our products for change of mind purchases. Refunds or exchanges will only be offered as a remedy for a faulty product or item that we have accepted responsibility for. Before any refund or exchange is issued, you must contact our customer care team at contact@eloisepanetta.com outlining your order number, a description of the faulty product and images showcasing the faulty product.

    Please note, in the case that we can repair, replace or exchange your faulty product, a refund will not be issued and instead a replacement product,  repair or exchange will be offered. 

     We strongly encourage you to read our refund policy thoroughly before making your purchase. If you have any questions regarding our refund policy, please get in touch by contacting our customer service team at  contact@eloisepanetta.com

    Eloïse Panetta reserves the right to make changes to this refunds policy without notice

    Jewellery: 

    At Eloïse Panetta, we pride ourselves on delivering you exceptionally handcrafted and bespoke jewellery. Each jewellery piece is individually handcrafted and may vary slightly to the original image shown. This quality should be embraced as it makes your product completely individual and unique. 

    Due to hygienic reasons, we are not permitted to offer any refunds, credit notes or exchanges on earrings or ear cuffs.

    No refund or exchange will be issued for change of mind purchases for any jewellery product.

    Botanically Dyes Silk Products:

    Hair Accessories:

    Due to hygienic reasons, we are not permitted to offer any refunds, credit notes or exchanges on our hair accessories including silk scrunchies, hair scarves, ribbons and headbands. 

    No refund or exchange will be issued for change of mind purchases for any hair accessory product.

    Clothing:

    At Eloïse Panetta, we pride ourselves on delivering you exceptionally handcrafted and bespoke clothing. Each clothing piece is individually handcrafted and may vary slightly to the original image shown. This quality should be embraced as it makes your product completely individual and unique.

    No refund or exchange will be issued for change of mind purchases for any made to order product.

     


    Notes on exchanges:

    • All exchanges must adhere to our returns and exchanges policy and is at the complete discretion of Eloïse Panetta

    • All exchange enquiries must be emailed to our customer service team prior to sending back goods

    • Each exchange enquiry must include your order number and proof of purchase

    • The item must be unworn and in original condition along with undamaged and original packaging

    • Return shipping and handling fees are the entire responsibility of the customer. We recommend using a registered and trackable method of return shipping

    • Eloïse Panetta will not accept any liability for lost, damaged or delayed returns

    • We will not return, exchange or offer credit notes on earrings or ear cuffs, due to occupational health and safety regulations

    • Eloïse Panetta has the right to refuse any returned items that does not comply with our returns and exchanges policy

    We do not except returns and exchanges when: 

    • You have not first contacted our customer service team

    • Items are not returned in their original condition

    • Items have been worn, damaged or are returned without all of the original packaging

    • Items are returned outside the specified return time frame, eg: 7 days from receiving your product

    • An order includes a bespoke or customised item

    Please return all items to:

    Eloïse Panetta

    PO Box 7

    Alexandria NSW Australia 1435

    Refunds:

    We do not offer any refunds or exchanges on any of our products for change of mind purchases. Refunds or exchanges will only be offered as a remedy for a faulty product or item that we have accepted responsibility for.

    We strongly encourage you to read our returns and exchanges policy thoroughly before making your purchase. If you have any questions regarding our returns and exchanges policy, please get in touch by contacting our customer service team at contact@eloisepanetta.com

    Eloïse Panetta reserves the right to make changes to this returns and exchanges policy without notice

     

    Faulty Items and repairs:

    We pride ourselves on delivering you exceptionally handcrafted and bespoke products. Each piece is individually handcrafted and may vary slightly to the original image shown. This is not a fault. This quality should be embraced as it makes your product completely original and unique. 

    In the unlikely event that your product is faulty, your product will be replaced, repaired or you may receive a credit note or refund. Outcome of the faulty item will be determined by a customer service team member along with skilled artisans, and is entirely resolved at the discretion of Eloïse Panetta. 

    If you have received a faulty item, please email our customer service team at contact@eloisepanetta.com within 24 hours of receiving your faulty item. You must include all of the following in your email enquiry:

    • Order number

    • Proof of purchase

    • Clear and detailed images of the fault

    • Description outlining the fault

    • The item must be unworn and in original condition along with all undamaged and original packaging

    • If Eloïse Panetta accepts responsibility of the faulty item, all shipping costs will be covered by us. A confirmation email will be sent to you outlining this prior to you sending back the faulty goods.

    Please note: Wear and tear during the course of normal use is NOT considered a fault. Each faulty inquiry will be assessed individually and may be resolved with any of the above solutions, determined by, and at the discretion of Eloïse Panetta. We sincerely apologise for any inconvenience caused by receiving a faulty item and we will ensure every effort is made to resolve the faulty item and to maintain exceptional customer service.

    All of our Eloïse Panetta products are fragile and delicate in nature. You (the customer) should always wear your item with absolute love and care. Please refer to our product care information here

    Eloïse Panetta reserves the right to make changes to this faulty items policy without notice.

    © 2020, Eloïse Panetta