FAQ

Ordering

How do I place an order?
Choose your size and colour on the product page, add the item to your cart, then go to checkout. You do not need an account. You will get an order confirmation by email within a few minutes. If it has not arrived, check your spam folder before contacting us.

Can I change or cancel my order?
You can cancel within 30 minutes of placing the order. After that our warehouse has usually started picking it and we can no longer stop it. Email info@barbaraleclair.com as soon as possible with your order number and we will do what we can.

I did not get an order confirmation.
Check your spam folder first. If it is not there, the email address may have been mistyped at checkout. Email us with your name and the approximate order time and we will find the order.

Do you have a size guide?
Sizing notes are on each product page, including whether a piece runs small, true to size or large. If you are between sizes or unsure, email us before ordering and we will help you choose.

Shipping and delivery

What does shipping cost?
Shipping is free on every order. There is no minimum spend, no handling fee and no surcharge.

Where do you ship to?
Australia.

How long will my order take?
Orders are processed within 1 to 3 business days, Monday to Friday. Delivery takes a further 3 to 7 business days. Most orders arrive within 4 to 10 business days of being placed.

Where do you ship from?
Our products are made in Asia and ship from our warehouse in Guangdong, China.

How do I track my order?
You will get a tracking link by email once your parcel leaves the warehouse. Tracking can take 3 to 8 business days to start updating, which is normal and does not mean anything is wrong.

My order arrived in more than one parcel.
That is normal for multi-item orders. Items are sometimes packed separately and can arrive on different days.

What is insured shipping?
Insured shipping is an optional extra at checkout. It covers your parcel if it is lost or damaged in transit. The insurance fee itself is not refundable.

Payment, tax and duty

Which payment methods can I use?
Shop Pay, Google Pay, Apple Pay, Amazon Pay, Visa and Mastercard.

Will I be charged anything on delivery?
The price you pay at checkout is the full amount we charge you. Any charge applied by customs or the carrier when your parcel is delivered is not ours and would be yours to pay. For most orders at our price level no such charge arises.

Is GST included?
Any tax we are required to collect is included in the price shown at checkout. We do not add anything after you have paid.

Is my payment secure?
Yes. Payments are processed by Shopify's secure checkout. We never see or store your full card details.

Returns, refunds and exchanges

How long do I have to return something?
90 days from the day your order is delivered.

What condition does it need to be in?
Unused, unworn and undamaged, in the same condition you received it, with all original packaging, tags and labels still attached. Trying something on to check the fit is fine. Items that have been washed, worn, stained or damaged cannot be accepted.

Is anything not returnable?
Items with a broken hygiene seal, custom or personalised items, and anything damaged through misuse.

How do I start a return?
Email info@barbaraleclair.com first with your order number, which items you want to return, the reason, and photos if something is damaged. We reply within 24 business hours with the return address. Please do not send anything back before we have approved it, because parcels sent to any other address cannot be processed.

Who pays for return shipping?
If you have changed your mind, you cover the return postage and any customs charges on the return. If the item is faulty, damaged or not what you ordered, we cover it.

Is there a restocking fee?
A 15% restocking fee applies to approved returns, including parcels that are refused or left unclaimed. It is waived if the item was faulty, damaged or incorrect, and it is waived on exchanges.

When do I get my money back?
Within 10 business days of us receiving and inspecting the return, back to the payment method you used. Your bank may take a few more days to show it.

Can I exchange instead?
Yes. Return the original item and place a new order for what you want instead. Send us the new order number and we will waive the restocking fee.

My item arrived damaged or wrong.
Email us within 90 days with photos. You choose a full refund or a free replacement, and we pay the return postage.

Do these terms affect my legal rights?
No. Our policy sits on top of the guarantees you have under the Australian Consumer Law. Those rights cannot be excluded, and nothing here limits them.