Returns & Exchanges

If you are ordering online for the first time, or unsure about your size or have questions about a particular style or colour we will be happy to answer any questions you may have.

Please review the links in the footer of our website including our FAQ page and if you still need assistance please contact us

OUR RETURN POLICY

The following Returns Policy is drafted in accordance with Australian Consumer Law which is overseen by the Australian Competition & Consumer Commission in Australia

Should you need to request a return or exchange, please notify us in writing no later than 2 business days of receiving your order due to how fast stock our changes and sizes selling out fast

One Honey will offer a store credit only on any full price items that meet the following conditions

It does not fit you,
You are not satisfied with the quality,
Or, you have simply changed your mind
All tags must be attached including any original packaging
Restocking fees of 20% of the item price may apply
Any items must be unwashed, unworn and in perfect condition and not altered, no pulls marks or damage in any way and must be perfect resalable condition
Australian customers must deliver the approved item back to us no later than 14 business days with full tracking
International customers must deliver the approved item back to us no later than 30 business days with full tracking
Return shipping is covered by the customer with full tracking
Items will need to be inspected prior to any return being approved

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SIZE OR EXCHANGE REQUESTS FOR FULL PRICE ITEMS

Manual exchanges and stock holding services are no longer available due to high order volume and limited stock.
To request an exchange for a full-price item, please submit a written request within 2 business days of receiving your order. Swift action is essential due to our fast-changing stock and size availability.
Each customer is entitled to only 1 exchange per order.
Exchange requests made after the 2-day period will not be accommodated, regardless of the reason for the request, such as weight changes, event delays, change of preference, or other circumstances.

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ITEMS EXCLUDED FROM RETURNS FOR HYGENE REASONS

Cosmetics
Hair Accessories
Hosiery
Hats
Lingerie
Swimwear
Earrings
Sunglasses

ITEMS EXCLUDED FROM RETURNS OR EXCHANGES

Sale items, including those marked down due to imperfections or discontinued styles, are not eligible for returns or exchanges.
$99 items sold as part of our Annual Warehouse Sale Event
Items that have been worn to an event or used for commercial purposes are not returnable.
Any items that have been altered in any way, such as train or cup modifications, are not eligible for returns or exchanges.
Items returned with pin marks, damage, pulls, sweat marks, tan, makeup or any visible signs of wear or damage that prevent them from being resold at the full sale price will not be accepted for returns or exchanges.
Silky or delicate materials that exhibit any marks or imperfections will not be accepted for returns or exchanges.
Shipping fees are non-refundable.
Rush fees, which are paid for expediting orders, are non-refundable.
Special conditions apply in the event of a cancellation due to COVID-19

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FAULTY ITEMS

The One Honey team conducts a thorough inspection of all goods during various stages of quality control, and another inspection before they are shipped to customers.
While we stand behind the quality of our products, if you encounter a manufacturing fault, please contact us in writing within 2 business days of receiving your delivery to expedite a resolution.
When reporting a fault, please ensure you provide clear photos and a detailed description of the issue.
Items that become damaged as a result of normal wear and tear are not considered faulty.
Items that become damaged during delivery by the customer are not considered faulty.
As guided by the ACCC (Australian Competition & Consumer Commission), a customer must accept a free repair or replacement if offered one.
A fault is considered minor if it can be simply repaired.
One Honey will determine, in its sole judgment and discretion, whether the damage results from normal wear and tear or other reasons, and will offer replacement, refund, or repair at our discretion.
If your item has a fault, please email us with photos and a clear description of the problem for review by our management.

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CUSTOMER RESPONSIBILITY

We kindly request that customers take responsibility for maintaining copies of all their purchase records as proof of purchase. These records will be sent via email or issued in paper format at the time of purchase. Your attention to this matter is greatly appreciated.

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ONLINE ORDERS

If you checkout and pay for your order via our website, you agree to our full terms and conditions at the time of purchase and payment.

Some orders may have special terms and conditions, and a copy will be issued to you via email. Please ensure you keep these documents for your records.

In the event any item on your order is sold out or no longer available at the time of ordering or after the order is placed, we will contact you and make arrangements for a substitute item to be selected, or a credit note or refund will be offered.

IN-STORE ORDERS

When finalizing your purchase at our Gold Coast Showroom, you automatically agree to the full terms and conditions applicable at the time of purchase and payment.
Some orders may have distinct terms and conditions tailored to your specific purchase, and we will provide you with a copy along with your paperwork. Please ensure you retain these documents for your records.
In the rare event that an item on your order is sold out or becomes unavailable after you've placed your order, our team will proactively reach out to you via email.
We will offer alternatives such as selecting a substitute item, providing a credit note, in line with our full company policy.

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RUSH ORDERS

If your event is approaching quickly or for a special occasion, please contact us to inquire about a Rush Fee.
Some Designers offer the option for a rush order, which includes a non-refundable fee.
Rush Orders receive top priority, moving to the front of the processing and shipping queue.
Rush Orders may also be dispatched earlier than originally anticipated due to the fee paid or changes in inventory and production schedules.
We closely monitor all Rush Orders, giving precedence to those with imminent events.
While rare, unexpected delays outside our control may occur.
In the event of any delay, we will promptly reach out to discuss alternative solutions.

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MADE TO ORDER DRESSES

If the item was made to order and is a standard size, they can be returned following the above policy. Please get in touch with us within 2 Business Days of receiving your order.
Made to Order Gowns/MTO Gowns that are crafted to your specific measurements or customized with adjustments, including selections like color, design features, or other alterations, are bespoke in nature and are considered a final sale.
Please note that all timeframes provided by the Designers are approximate and subject to change. They may be influenced by factors beyond our control. We appreciate your understanding in this matter.

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SUNGLASSES

All sunglasses offered by One Honey Boutique undergo a thorough quality check before shipping.
Each item is carefully bubble wrapped and then placed in a padded mailer bag to ensure safe delivery.
Please be aware that all sunglasses are considered final sale and are not eligible for return or exchange.
For cases involving manufacturing defects, proof will be necessary, and our Management will review the provided photos.
The warranty does not cover issues such as scratches, accidental damage resulting from regular use, fading or peeling of frames, or the loss of screws due to neglect.
It's important to note that mirror lenses are particularly susceptible to scratches and nicks from everyday wear and tear.
Natural wear and tear on mirror lens sunglasses does not qualify them for exchanges or returns.

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FOOTWEAR

All footwear must be returned in pristine condition and soles unworn
All shoes must be returned with their original shoebox, without any postage labels placed on the box
If you are posting back a pair of shoes put the box inside a plastic bag or wrap in paper to be posted back to us, this is to ensure the box remains in perfect condition

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BRIDESMAIDS OR BULK ORDERS

If you're planning to order dresses for your bridesmaids or need multiple units of the same dress, we highly recommend reaching out to us before completing your purchase.
Ordering all dresses at once is crucial to maintain consistent color and size availability, especially considering that certain styles may be discontinued in the future. This ensures your bridal party's attire will be matching.

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OUR FABRICS

We offer items that may feature new and unique fabric styles, and if you have any doubts about a specific item or the fabric used, please reach out to us via email before completing your purchase.
Sequin items may experience sequin loss, which is a normal occurrence and not considered a fault.
Glitter-covered items are generously packed with extra glitter to maximize sparkle. When opening these items, do so over a plastic bag to catch any loose glitter. Again, any glitter loss is considered normal and not a fault.
Some dresses may incorporate sequin or embroidery appliques, and since each one is hand-placed, they will be unique and may be aligned differently compared to the image shown on our website. This variation is due to the handmade nature of these styles and is not considered a fault.
In rare instances, some loose threads may appear during the production of an item. Please note that any item with a loose thread is not considered faulty.

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SAMPLE SALE

Periodically, we conduct clearance sales at our Gold Coast Showroom, featuring sample items or discontinued styles. These items may also be included in our $99 Annual Warehouse Sale.
Any alterations, cleaning, or repairs required are the customer's responsibility and should be covered at your own expense.
Before making a purchase, please carefully consider that all sales are final.
These items are significantly discounted for this reason and will be marked down on the garment tag, allowing you to review and decide on your purchase.
These items may have signs of wear, imperfections, or damage. While we strive to advise on all known faults, other issues may be present that we are not aware of.
Each customer is encouraged to thoroughly inspect the item and ensure that you are content with the purchase, as these items are not eligible for return or exchange.
Due to the substantial discount offered on these items, they are considered a final sale.

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PAYMENTS USING PAYLATER METHODS

At One Honey Boutique, we are pleased to offer various pay-later options, whether you're shopping in-store or online. Please take note of the following:

To use these options, you must be at least 18 years old.
We recommend setting up your pay-later arrangement before visiting our showroom for a fitting.

However, it's essential to understand the following:

When you utilize a pay-later method, whether in-store or online, you are legally obligated to adhere to the terms set by these providers. Failure to meet these obligations may result in additional fees.
Non-payment to these pay-later providers might have consequences for your credit rating.
Please be aware that these pay-later companies operate independently of our business, and we do not possess the authority to modify any payment arrangements you've established with them.

Additionally:

It is your responsibility to use these services carefully, and One Honey is not liable for any actions you take when using these payment methods.
Please note that pay-later options are not available for items included in our $99 Annual Warehouse Sale.

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HOW TO REQUEST A RETURN OR EXCHANGE ON FULL PRICE ITEMS

Our staff at the Showroom cannot assist you with any size or exchange requests
Returns are not permitted in store without prior approval
Any in-store returns are manually booked by our team and only processed in person Tuesday - Friday by appointment with the relevant team member
All requests must be received in writing and approved by management, please follow the below process

STEP 1

Inspect your item and make sure it's in perfect condition with all tags attached and meets our return requirements above

STEP 2

Please email us and include your online order number and include a copy of your order confirmation
Once you email us our system will assign you a ticket number and add your email to our inbox for processing. All tickets are processed in the order they are received, we reply within 24/48 hours during our published business days
Please do not send multiple emails about the same thing as it will only make this process longer
Please print the email and circle the RA#, then include this printed email in the package with your returned item(s)
We strongly suggest using a trackable postage option as it enables you to track the parcel being returned

STEP 3

Once the package is received, our team will inspect the item(s) and make sure its in perfect condition and meets our return requirements
Should your item return to us damaged or not meet our return criteria it will be rejected and returned to you at your cost
Please allow 3-5 business days for all returns to be processed
Once your return is approved we will email you back and confirm the credit note has been issued

UPDATED OCTOBER 2022