Returns

Andreaandjoen.com handles returns and processes refunds in accordance with the Australian Consumer Protection legislation.

Should you wish to return your order, please notify us within 14 days days of purchase with a valid reason for return. Refund is for full priced items only. If we are unable to resolve your complaint or further assist you, we will process a refund upon timely receipt of the goods purchased. Unopened full priced goods will be refunded in full. Refunds will be processed promptly and payment made by the same method that you made payment. All refunds are made at the discretion of andreaandjoen.com. 

All sale items can be returned for a credit or exchange note. We do not give cash refunds for any final sale ‘clearance’ reductions or for change of mind. 

If an item is faulty we will offer replacement, repair or credit note. You may return the product within 14 days of the date purchases, provided that the product is returned in its original condition, unopened and sealed packaging. Excluded products on clearance and sale products, wellness, jewellery, cosmetics, skin care products & swimwear.

For a refund, exchange or return you will need to send an email to: customercare@andreaandjoen.com with the order number with a request for return and we will email you a Return Authorisation Number (RAN) and location address to return.

We advise that before removing the original tags and disposing of original packaging to check the item thoroughly upon delivery. We do not accept merchandise without original packaging. 

Andrea & Joen Pty Ltd reserves the right to determine the eligibility of goods for returns this includes the condition of the item. This will be determined before it is accepted as a returned item. We need to have proof of purchase and all accessories, parts, original packaging and tags need to be returned.

Merchandise should be returned new, unused, unwashed, undamaged with original tags attached and in the original product packaging. Any items soiled, damaged or altered will not be accepted and will be sent back to the customer. All returns must have a Return Authorisation Number (RAN), unidentified returns may be returned to the sender.

All freight cost back to Andrea & Joen is the responsibility of the purchaser. Please make sure it is registered to avoid lost parcels and proof of return. All refunds and exchanges will not be processed without informing Andrea & Joen beforehand.

All freight costs for returns, exchanges and refunds are the responsibility of the purchaser. Andrea & Joen do not cover freight costs for returns, exchanges and refund freight costs. Unless an item that is a faulty item sent, ship for exchange is free of charge. 

Please email customercare@andreaandjoen.com with your return request and assistance.