Shipping & Return Policy
Exchange Policy
FOR ONLINE SIZE EXCHANGES:
Our size exchange policy requires contact within 7 business days of receiving your order. Exchanges are limited to orders made through our web store and delivered within Australia due to shipping costs.
To initiate an exchange, contact must be made before shipping garments back to us. We do not offer exchanges for sale items, nor do we provide refunds for incorrect sizes; instead, we offer exchanges or store credit.
As our items are produced in small, limited runs, we cannot guarantee size exchanges in every instance. Please check our webshop for product availability before requesting an exchange.
Exchange requests are exclusively processed via email at blagooncustomerservice@gmail.com Contact through other platforms such as Instagram, webchat, or Facebook page is not accepted.
HOW TO REQUEST AN EXCHANGE:
To exchange your item for a different size, email blagooncustomerservice@gmail.com with the following details: Name, order number, name/size/color of the received garment, and the desired size, color, or style for the exchange.Please allow at least 3 business days for your exchange request to be processed before sending any follow-up emails.
Once your request is accepted, exchanges are to be sent via AusPost, including an additional prepaid satchel inside the parcel for us to return the exchanged garments.
When returning via AusPost, ensure your contact name, phone number, and email address are included in the 'FROM SENDER' section for identification.
We recommend keeping the return tracking number safe for reference. Banana Lagoon is not responsible for any lost or damaged items during transit.
Please allow at least a 48-hour handling period between the receipt of your return at our warehouse and the dispatch of your exchange order.
Shipping Policy
DOMESTIC SHIPPING (AUSTRALIA):
For deliveries within Australia, we offer standard AusPost shipping at a flat rate of $9.99 AUD for orders under $100 AUD, with complimentary standard shipping for orders over $100 AUD. Please note that delivery typically takes between 2 to 10 business days*.
International Shipping (6-21 business days):
For international orders, we offer:
Shipping to New Zealand at a flat rate of $12 AUD.
Shipping to the US and Canada at a flat rate of $15 AUD.
Shipping to the rest of the world at a flat rate of $20 AUD.
Enjoy free international shipping for orders over $250 AUD.
All our parcels come with tracking to ensure secure delivery.
We aim to dispatch all orders promptly, either on the same day of purchase or the next business day. For any inquiries about your order, please reach out to us at blagooncustomerservice@gmail.com
It is essential to provide accurate shipping address details, as Banana Lagoon cannot be held responsible for any errors in shipping information.
While we make every effort to ensure the safe and timely delivery of your order, Banana Lagoon cannot be held liable for any lost or stolen packages once they have been dispatched and are in the possession of the shipping carrier.
Please note that import duties, customs, and taxes imposed by your country are the responsibility of the customer and may be payable upon or after delivery. Banana Lagoon cannot reimburse or refund these charges. For clarification on charges, kindly contact your local customs office.
Refund Policy
We offer refunds only in the case of a manufacturing fault or an error on our part in fulfilling your order.
Notification of any fault must reach Banana Lagoon within 7 business days of the purchase date for a refund to be considered. Returned items must be in pristine, unworn condition, with all original swing tags attached. Returns must be shipped within 10 days of contacting Banana Lagoon.
Refund requests are handled exclusively through email at blagooncustomerservice@gmail.com Contact via other platforms such as Instagram, webchat, or Facebook is not considered valid.
To initiate a refund, please email blagooncustomerservice@gmail.com with the following details: Name, order number, details of the received garment (name/size/color), and the issue or fault. In most cases of manufacturing faults, images of the issue will also be required.
Please allow at least 3 business days for your refund request to be processed before any follow-up emails.
Once your request is approved, the faulty item/s must be returned to our warehouse via AusPost at our expense. Ensure your contact name, phone number, and email address are included in the 'FROM SENDER' section for identification.
We advise retaining the tracking number of your return for reference. Banana Lagoon is not liable for any loss or damage during transit.
Please allow at least a 48-hour handling period between the receipt of your return at our warehouse and the issuance of your refund. Once your refund is processed, please allow 3-5 working days for the funds to be available in your account.
Thank you for your understanding :)