Thank you for shopping with Nancy Niepess Fashion. We want you to love your headband, fascinator or hair accessory. This policy explains how returns, exchanges and refunds work for orders placed on our website.
Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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. Nothing in this policy limits those rights.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or is not what you ordered, please contact us within 7 days of delivery where possible, with your order number and a photo of the issue. We will arrange a repair, replacement or refund, and we will cover the cost of return postage.
Change of Mind Returns
We are happy to accept change of mind returns, provided that:
- you contact us within 14 days of receiving your order
- the item is unworn, unused and in its original condition and packaging, with all tags attached
- the item was not custom made, personalised or altered to your request
- the item was not purchased on final sale
Because headbands and fascinators are worn on the hair, we cannot accept change of mind returns on items that have been worn, for hygiene reasons. Return postage for change of mind returns is paid by the customer, and the original shipping cost is not refundable.
| Situation | Can I return it? | Who pays return postage? |
|---|---|---|
| Faulty, damaged or incorrect item | Yes | We do |
| Change of mind, unworn with tags, within 14 days | Yes | You do |
| Worn item, change of mind | No, for hygiene reasons | Not applicable |
| Custom, personalised or made to order, change of mind | No | Not applicable |
| Final sale item, change of mind | No | Not applicable |
Your rights for faulty items under the Australian Consumer Law apply in every situation above.
Custom and Made to Order Pieces
Custom, personalised and made to order pieces are created especially for you, so they cannot be returned for change of mind. This does not affect your rights if the item is faulty or not as described.
How to Start a Return
- Contact us on 0417 462 990 or through our contact page with your order number and the reason for the return.
- We will confirm whether the return is approved and provide the return address.
- Pack the item securely so it is not crushed in transit. We recommend a tracked postage service, as we cannot be responsible for returns lost in the post.
- Once your return arrives, we will inspect it and let you know the outcome.
Refunds
Once we receive and inspect your return, we will let you know whether your refund is approved. Approved refunds are processed to your original payment method within 5 business days. Depending on your bank or card provider, it may take a few extra days for the funds to appear in your account.
Exchanges
If you would like a different colour or style, contact us and we will help you arrange an exchange, subject to stock availability. Every piece is handmade, so some designs are one of a kind.
For delivery costs and timeframes, see our Shipping Information page.
Frequently Asked Questions
How long do I have to return an item?
For change of mind returns, contact us within 14 days of receiving your order. Faulty or incorrect items should be reported within 7 days of delivery where possible, and your Australian Consumer Law rights always apply.
Can I return a fascinator I have worn?
For hygiene reasons we cannot accept change of mind returns on worn items. If a worn item is faulty, your rights under the Australian Consumer Law still apply.
Who pays for return shipping?
We pay return postage for faulty, damaged or incorrect items. For change of mind returns, the customer pays return postage.
How long does a refund take?
Approved refunds are processed within 5 business days to your original payment method. Your bank may take a few extra days to show the funds.
Can I exchange for a different colour?
Yes. Contact us and we will arrange an exchange, subject to stock availability.
Can I return a sale item?
Final sale items cannot be returned for change of mind, but your rights for faulty items still apply.