Queen of the Madhouse
Returns & Exchanges

 
We hope that you are super excited with your order. However, if for any reason your order has been picked incorrectly or is damaged or faulty in any way please contact  us at essenceofraquel@optusnet.com.au 
Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order for incorrectly picked or dispatched or damaged/faulty. You may return any item in its original condition for a full refund within 14 working days from delivery. If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by emailing essenceofraquel@optusnet.com.au

 

If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange or provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. Please note: We do not offer a refund for Change of Mind or incorrect selection..

If you require a refund we will refund the price paid by you for the goods (exclusive of the initial delivery charge) within thirty (30) days of receiving your returned goods, provided that you have returned the goods to us in their original condition within 14 working days of delivery.

Refunds will only be made against the original credit/debit card used.

If you cancel your order but do not return such goods to us within 14 working days, we shall be entitled to collect such goods from you and to charge you for the direct costs of collecting the goods. You should note these charges (which may be deducted from a refund) are likely to exceed the costs of you returning the goods. Until such goods are returned to us, you are obliged to exercise all reasonable care to store the cancelled goods safely and in appropriate conditions.


Please Note:
We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.

Damaged/Faulty/Incorrect items:
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.Please notify us immediately by emailing essenceofraquel@optusnet.com.au
To assure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier.

This Policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.

Returns for purchases made online will not be accepted for return or exchange at any retail outlet.

Your statutory rights remain unaffected.


The Returns Process:
STEP 1. ? Completing the Necessary Documentation
Once a Return Note has been issued. Complete this document with all the required information. If you have not received this document, email us at essenceofraquel@optusnet.com.au
 with your order details. Please note that we cannot accept returned goods that we reasonably believe have been used.

STEP 2. ? Returning the Product
Goods must be returned to us in their original condition to PO Box 1850, Sunnybank Hills Qld 4109 within 14 working days of delivery. Please ensure that the returned parcel is properly sealed, and that you have included within the returned parcel your completed Returns Note. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.

STEP 3. ? Processing the Refund
If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition to the above mentioned PO Box within 14 working days from delivery.You will receive email notification of your refund from our Customer Service Team.

If you have requested an exchange or replacement when ringing the Customer Services Team, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.