Ess Silk

COVID-19 NOTICE
FOR ALL JACKET & TROUSERS ORDERS 
Please note all jackets including specified sizes and Made to Measure currently require up to 4 - 6 weeks production time (due to supply chains affected by the global pandemic) unless otherwise confirmed at purchase. It is likely your jacket will be ready for collection or dispatched sooner and we undertake every measure possible to ensure expediency. We thank you for your understanding during these extraordinary times.
 
WHERE WE DELIVER
We deliver to any residential or commercial street address in Australia and internationally.

HOW WE DELIVER
All deliveries within Australia are distributed by DHL Domestic or Australia Post.
All international deliveries are distributed by DHL Global Express.

HOW LONG IS THE EXPECTED DELIVERY PERIOD  

• Sydney Metropolitan area: 3-5 business days
• Regional NSW, & other States and Territories: 5-10 business days
• New Zealand: 5-10 business days
• Rest of World: 5-10 business days

Please note: All stated delivery estimates are subject to stock availability and delivery location, and are to be considered as guides.  On rare occasion, circumstances beyond our shipping providers' control may cause an unforeseen delay with your delivery for which we sincerely apologise.

SPECIAL / CUSTOM ORDERS
If you are placing a custom order, we will be in touch via email to confirm sizing and custom requests. Custom orders may take longer to deliver due to their special nature. In the instance of a delay, you will be notified via email, and the items may be sent separately from the rest of your order.

DELIVERY ARRANGEMENTS AND TRACKING YOUR ORDER
You will receive an email upon dispatch of your order with your parcel tracking number and information on how to track your purchase.
If you would like to receive the tracking number via SMS as well, please ensure you provide us with your mobile phone number upon checkout.
If we are sending your package via Registered Post, a signature is required upon receipt.

SHIPPING FEES AND CHARGES
We offer free shipping on all orders over the value of $500 AUD  - both within Australia and internationally.
For orders below the value of $500 AUD, the following shipping charges will apply:

• Within Australia: $30
• New Zealand: $65
• Rest of World: $100

FREE SHIPPING PROMOTION
Where free shipping applies, orders are sent with Australia Post with tracking and will be subject to Australia Post's schedules after goods and dispatched.

LOST, STOLEN OR DAMAGED GOODS
Goods which are lost, stolen or damaged in transit are your responsibility. Joe Bananas is not responsible for the goods once they are received by the courier or shipping service.

If goods are lost or stolen in transit, or do not arrive on time, please contact us at info@joebananas.com.au within seven working days of the package's expected time of arrival so that we may help you to investigate.

If goods are damaged upon arrival, please contact us at info@joebananas.com.au within seven days of receipt of your order, otherwise we may accept no liability for the goods.

FAQs AND ADDITIONAL INFORMATION
We reserve the right to amend pricing at any time. We reserve the right to restrict or alter these services at any time. We reserve the right to alter or amend delivery times in exceptional circumstances such as snow storms or floods. All estimated delivery times as quoted are subject to stock availability and delivery location.
Are there any places where delivery might take longer?
For rural locations, please allow an additional 3-4 business days to the usual delivery period.
What if I'm not in when you deliver?
Depending upon the delivery option you have selected, some deliveries require you (or a representative) to be present to accept and sign for the delivery. In this instance, please ensure your nominated delivery address is likely to have someone available to accept the delivery. 
If no one is present at the delivery address to accept the order, the courier will leave a card with details to arrange pick-up or redelivery. If you have elected to have your goods sent by express courier and no one is available to accept the delivery then additional charges may apply.
Remember that you can specify a different delivery address at the time of ordering and have your order delivered to your workplace or a friend's place, etc.
RETURNS & EXCHANGE POLICY FOR ONLINE SALES ONLY
At Joe Bananas we're committed to selling high-quality products which we hope you'll enjoy for many years. However, we also understand that, for one reason or another, you may need to exchange or return something you have purchased from us.
We have three applicable returns/exchange policies:

• Change of Mind
  If you have changed your mind about your purchase, we will happily exchange it or offer a credit of equal value provided you are able to return the original order to us in a Fully Resalable Condition*** within a Reasonable Period** of receiving the order.
  Once your return is received and inspected by us, we will send you an email to notify you that we have received your returned item and a credit note will be issued.
  
  
• Exchange/Swap
  If you would like to exchange any of our products, we will happily assist provided you are able to return the original item/s to us in a Fully Resalable Condition*** within a Reasonable Period** of receiving the order. All exchanges are subject to availability.
  Once your item/s for exchange are received and inspected by us, we will send you an email to notify you that we have received your returned item and a credit note will be issued.
  Please note: you will be responsible for the delivery charges associated with returning the exchanged item to us and the delivery charges in sending the replacement item to you.
  
  
• Defects/Problems
  If there is a fault with our product, you may be entitled to a refund, replacement or repair.
  Any products deemed faulty must be returned to us within a Reasonable Period**. If you are entitled to a refund, Joe Bananas will refund you the value paid for the item, as well as any delivery costs incurred for returning the item to us.

For obvious reasons, returns/exchanges on customised products are normally only accepted on faulty items. We do not offer returns/exchanges on custom orders, items which have required alterations, or specially tailored items.

Please refer to the Returns and Exchanges Procedures below for specific information on how to manage your return.
"FULLY RESALABLE CONDITION"***
If you would like a refund or exchange, the goods must not have been used, worn, washed or damaged in any way. The original packaging must remain intact and sale stickers must be in place (if applicable).
If we find that the product has not been returned to us in a Fully Resalable Condition, we reserve the right to refuse an exchange on the item.
"REASONABLE PERIOD"**
If you would like a refund or exchange, the goods must be returned to us as soon as practicable after you receive them. Unless there has been some delay in delivery of the products to you, 21 days is our maximum "reasonable period" for you to arrange to return the goods to us for refund or exchange. Joe Bananas may refuse the refund or exchange if the 21 days "reasonable period" has lapsed.
CHANGE AN ORDER
If you wish to change an order before it has been dispatched, you can contact us on +61 (2) 8540 0736 any time between 11am and 5pm Monday to Friday (AEST), excluding public holidays. Please have the order details and the date the order was placed at hand. We will happily exchange goods as per our Returns & Exchange Policy.
If your order has already been dispatched or delivered, then you will need to follow our Returns & Exchange Policy above.
RETURNS & EXCHANGE PROCEDURES
Step 1 – Contact Us
Please inform us of your request by contacting us by email at info@joebananas.com.au. We will respond with our intentions as per our Returns & Exchange Policy.
Step 2 - Return Goods to Joe Bananas
Return the goods, in Fully Resalable Condition *** (unless the goods have a defect or other problem) within a Reasonable Period ** to the following address:
Joe Bananas 
103 George Street
The Rocks NSW 2000 Australia
Step 3 - Proof of Posting
We also suggest you obtain a proof of posting certificate or use a traceable postal service with the appropriate level of compensation, should you be concerned that your parcel may be lost or damaged in transit to us.
We do not accept responsibility for any goods returned to us that are damaged or lost in transit.
Step 4 - Exchange Delivery Cost
If you have requested an exchange, you will need to arrange for payment of the delivery charges so that we are able to send the replacement item to you. Contact us via email at info@joebananas.com.au.
Please Note: Purchases can also be returned in-store at the following locations:

Queen Victoria Building
Shop G49, Ground Floor
Queen Victoria Building
George Street
Sydney NSW 2000

The Rocks
103 George Street
The Rocks NSW 2000

Online purchases may be exchanged for a store credit.

REFUND POLICY
Timing - If you return a Joe Bananas product to us for a refund in accordance with our Returns & Exchange Policy and our Returns & Exchange Procedures (as outlined above) we will process your refund payment within 21 days (plus delivery time).
Exclusion - If the product returned to us is not in a Fully Resalable Condition*** we reserve the right to refuse an exchange on the item (unless it is faulty or defective in some way).  If the product returned to us is not received by us within a Reasonable Period**, we reserve the right to refuse a refund or exchange on the item.
Amount - We will provide credit or exchanges up to the value of the original online purchase. A refund of the return delivery charges will be given in the instance of incorrect, damaged or faulty goods.