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Information & Policies
Our Customer Service Commitment
RESPONSE TIMES
Enquiries and order confirmations will be answered within 24 hours (excluding Sundays).
It is our commitment to deliver your order to you promptly. If you require your order quickly please choose 'Express Post' or send us an email/call us so we can prioritise your order. All Express orders are prioritised automatically.
Stephanie Browne pieces are handcrafted & due to the nature of our business we keep stock on hand which can be delivered immediately.
We will always notify you of a wait time should your order be out of stock and require time to manufacture.
Please note orders are shipped same day Monday - Friday, however sometimes during Sales and busier months your online order may take between 1-3 days to process, if you would like it to be expedited please choose Express Post and place your order prior to 1pm for same day dispatch.
RETURNS POLICY
All Stephanie Browne pieces are meticulously hand made at our workrooms in Melbourne & we stand by our quality and therefore offer a 30 Day *money back guarantee on all full priced styles on our website.
If you plan on returning an item, please pack carefully and put back in all original packaging (earring box, velvet pouch, tissue paper) and return to
Stephanie Browne 588 Chapel St, South Yarra, Vic, 3141 Australia. (Please add your order # in the package with any notes relating to exchange, exchange or repair. )
*Please note any sign of wear or damage or if not returned in their original packaging ( as requested above ) a refund will not be processed.
If there is a manufacturer's fault we can repair/replace or refund. If you plan on returning or exchanging an item please email us first at info@stephaniebrowne.com.au so we can assist you.
There is no charge for exchanges.
Special Order/custom orders- all sales are final. (*Custom/Special Orders are for example special order lengths on bracelets or any other customisations.)
Our Melbourne store has its own addition to our return policy: for special and custom orders placed in store, please refer to your shop docket for return terms and conditions . Stock purchased off the shelf can be exchanged provided the item is returned within 30 days. We do not offer refunds on purchases made in store unless the item is faulty and cannot be repaired.
There is no refund/exchange on sale items. This includes sales during special promotions.
PLACING ORDERS
You can place your order online, via email and phone. if you need any suggestions or styling advice please call us on 03 613 9510 5833 or Email info@stephaniebrowne.com.au
SHIPPING TIMES & COSTS
Australia
Shipping Regular ( 4-7 business Days) $10
Express (overnight or up to 4 days for regional areas) - $15 AUD
Orders of $500+ are sent free of charge Express Post
International
Regular Airmail (2-3 weeks) fully trackable- $35 AUD
Express Airmail (EMS) fully trackable 2- 5 Days - $55 AUD
Orders of $500+ AUD are sent free of charge
If you require your order sooner we can offer a DHL or Fed Ex quote. DHL can take from 2- 7 days depending on your location. Please enquire here.
*Allow for delays at peak times of the year
SPECIAL ORDERS
Special orders are classified as those that differ in any way from the Stephanie Browne range. We are happy to create a special order for you, just send us an email or drop into our store to discuss.
REPAIRS & OUR GUARANTEE
Here at Stephanie Browne we pride ourselves on a quality product. Our exceptional customer service is what you would expect from an Industry Leader. If your piece arrives faulty , we will quickly offer to repair or exchange . Simply touch base with our team, and arrange to send back the product to the address provided above.
In addition we are happy to carry out repairs free of charge provided the item is returned within 6 months of the purchase date and deemed a manufacturing fault.
A small fee may apply along with postage fees for items returned outside this period or not deemed a manufacturing fault.
COMPETITION TERMS AND CONDITIONS
To view our latest sale or competition Ts & Cs please click here
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