At JUAN & ME, we are committed to delivering your order as quickly and efficiently as possible. Please review our shipping terms below for important details regarding delivery times, carriers, and shipping costs.

Shipping Methods:

We partner with Australia Post to provide reliable and timely delivery of your order.

Standard Shipping (via Australia Post): Delivery typically takes 3-7 business days from dispatch, depending on your location.

Express Shipping (via Australia Post): Delivery typically takes 1-3 business days from dispatch, depending on your location.

Click & Collect is currently unavailable and we may resume this service in the near future.

Please note: Delivery times may vary based on external factors such as weather conditions, public holidays, and other circumstances beyond our control.

Shipping Costs:

Standard Shipping: Free on orders over $200 AUD within Australia. For orders under $200 AUD, a flat rate of $8 applies.

Express Shipping: A flat rate of $11 AUD applies, regardless of the order total.

International Shipping: For international orders, shipping costs will be calculated at checkout based on the delivery destination.

Order Processing & Dispatch Times:

Orders are processed and dispatched Monday to Friday (excluding public holidays).

Orders placed before 12PM AEST will typically be dispatched the same business day. Orders placed after 2PM or on weekends will be processed the following business day.

You will receive a tracking number once your order has been dispatched, allowing you to track your package via our shipping partner.

Please allow 1-3 additional days for locations outside of metropolitan areas.

Any delivery date or time specified by us is a best estimate only and Juan & Me Boutique will not be liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery.

Shipping Addresses:

Please ensure that the shipping address you provide is accurate and complete. We are not responsible for delays or misdeliverie's caused by incorrect or incomplete addresses.

If you need to change your shipping address, please contact us within 24 hours of placing your order, and we will do our best to accommodate the change before the order is dispatched.

Delivery Issues:

While we strive to ensure timely delivery, we are not responsible for any delays caused by the shipping carrier.

If your order is delayed, lost, or damaged during transit, please contact us immediately at customercare@juanandme.com so we can investigate the issue and work with the carrier to resolve it.

For lost or damaged items, please retain all packaging and contact us within 7 days of receiving the notification of the issue.

International Shipping:

If you are located outside of Australia, you will require international shipping. Shipping costs will be calculated at checkout and vary based on location.

International orders may be subject to customs duties, taxes, or import charges, which are the responsibility of the recipient.

Please check with your local customs office for more information about potential import fees.

We are not responsible for delays caused by customs clearance procedures in the destination country.

- Standard international delivery:  allow up to 10 working days. 

- Express international delivery:  allow up to 3-10 working days.   

 All international orders require a phone number for delivery and cannot be delivered to a PO Box or Hotel.

Shipping internationally does mean that you may be required to pay customs and import taxes. All international customers are responsible for the customs rates within their own country. JUAN & ME BOUTIQUE is legally required to declare the full dollar value paid on international shipments and must include an invoice for customs should they require it.

Questions?

If you have any questions about shipping or need assistance, feel free to reach out to us at customercare@juanandme.com. We are here to help!

Refund & Return Policy

At JUAN & ME, we want you to love your purchase, but if you’re not completely satisfied, we’re here to help.

Returns:

• We accept returns on full-priced items within 14 days from the date of delivery.
• Items must be unworn, unwashed, and in their original condition, with all tags still attached.
• Sale items and final sale purchases are not eligible for return or exchange.

How to Return:

1. Email us at customercare@juanandme.com to initiate your return, and include your order number and the reason for the return.
2. We will provide you with a return authorization and the return address.
3. Pack your item(s) securely in the original packaging if possible.
4. Ship the return item(s) to the address provided. We recommend using a trackable shipping service, as we are not responsible for lost returns.

Refunds:

• Once we receive your return, we will inspect the item and notify you of the approval or rejection of your refund.
• Approved refunds will be processed back to the original payment method within 5-7 business days. Please note that it may take additional time for the refund to appear on your statement, depending on your bank or payment provider.

Exchanges:

• We currently do not offer direct exchanges. If you wish to exchange an item for a different size or color, please return the original item and place a new order for the desired item.

Faulty Items:

• If your item is faulty or damaged, please contact us at customercare@juanandme.com within 7 days of receiving your order, and we will arrange a return and provide a full refund or replacement.
• We will cover the cost of return shipping for faulty items.

Shipping Costs:

• The cost of return shipping is non-refundable, unless the item is faulty or incorrect.
• We recommend using a trackable shipping method to ensure your return reaches us safely.

Questions?
If you have any questions or need further assistance, please don’t hesitate to contact us at customercare@juanandme.com

Privacy Policy

At JUAN & ME, we take your privacy seriously and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, and protect your information when you visit our website, shop with us, or interact with our SMS communications.

By using our website or subscribing to our SMS services, you agree to this policy. If you have any questions, feel free to contact us at customercare@juanandme.com

1. What Information We Collect

We may collect the following information:

Personal Details: Name, email, phone number, and address (for shipping and billing).

Account Info: Username, password, and order history (if you create an account).

Payment Info: Credit card details or other payment information.

Website Usage: Information about your browsing activity, IP address, and device details through cookies.

SMS Information: Phone number and any information you provide when opting in to receive SMS communications from us.

2. How We Use Your Information

We use your information for the following purposes:

Order Processing: To fulfill your orders, provide customer support, and communicate order updates.

Marketing: To send you updates, special offers, and newsletters. You can opt-out of marketing communications at any time.

SMS Marketing: To send you promotional messages, sales alerts, and updates regarding products, events, or offers that may interest you (SMS opt-in required).

Improving Our Website & Services: To enhance your shopping experience and provide better customer service.

Legal Reasons: To comply with Australian law and protect our rights.

3. Cookies

We use cookies to improve your experience on our website. Cookies help us understand how you use our site, making it easier for you to navigate. You can manage or disable cookies through your browser settings, though this may affect your experience.

4. How We Protect Your Information

We use secure payment systems and industry-standard security measures to protect your personal details. We take appropriate steps to safeguard your information, but no method of transmission over the internet is 100% secure.

5. Sharing Your Information

We do not sell your personal information. We may share your details with:

Service Providers: Trusted third-party companies that assist with shipping, payment processing, and customer service.

Legal Requirements: If required by law or to protect our business, we may share your information with authorities.

6. SMS Privacy

When you opt in to receive SMS messages from us, you provide explicit consent for us to send you marketing and transactional text messages, including order updates and promotions. To unsubscribe, reply "STOP" to any SMS message you receive from us. Please note that opting out of SMS marketing will not stop transactional or service-related messages, such as order confirmations.

7. Your Rights

You have the right to:

Access: Request a copy of the information we hold about you.

Update: Correct any inaccurate information.

Delete: Request the deletion of your data (subject to legal exceptions).

Opt-Out: Unsubscribe from marketing emails and SMS communications at any time.

To make any requests, please contact us at customercare@juanandme.com

8. Changes to This Policy

We may update this Privacy Policy from time to time. We will post any changes on this page, with the updated date. Please check back periodically to stay informed.

9. Contact Us

If you have any questions or concerns about this policy, please contact us at:

JUAN & ME
Email: customercare@juanandme.com

We are exclusively online-only, but we know how much our customers (and we) have cherished the in-store experience at JUAN & ME. We’re eager to bring that feeling back and hope to welcome you back to a physical store again in the very near future.

In the meantime, we've worked tirelessly to ensure that the JUAN & ME experience is just as special online, bringing the same attention to detail, personal touch, and excitement to our eCommerce platform.