Runway Room Eye Definer

Processing & Dispatch

Once you have placed your order, dispatch may take place within 3-5 business days (excluding weekends & public holidays). This includes orders with Express Shipping.

Orders are processed chronologically by order date and time. Processing & dispatch times are also dependant on stock levels at the time of purchase. Peak periods may experience longer processing times (up to 10 days) so please place your order well ahead of time.

Shipping Carrier

Most orders are delivered through the Australia Post network however some orders may be sent via our courier service.

Please note that Express Shipping does not guarantee same day dispatch. Simply, this is a service provided by Australia Post so that you can receive your order faster than Standard Shipping.

Do ensure you selected the correct shipping method at checkout. If the incorrect shipping method has been selected, we will invoice you separately for the difference. Goods will not be dispatched until the correct shipping charges have been paid.

Shipping Rates

AUSTRALIA:

Standard Shipping $11.00

Express Shipping $17.00

Platinum Express $30.00

Bulk Orders Over 10kgs (Price On Application)

NEW ZEALAND:

Standard International $25AUD

UNITED STATES:

Standard International $50AUD

EXCEPTIONS (BULKY GOODS):

Bulk Orders Over 10kgs (Freight POA)

Dream Duffel Bags (Freight POA)

Dance Bags & Tutus (Standard $15.00, Express $25.00, United States & New Zealand $30.00)

All Dream Duffel Packages are exempt from Free Shipping Over $100, free Click & Collect, Standard & Express Shipping

Click & Collect

Click & Collect (Local Pick Up) is available to our Melbourne and Victorian customers free of any charge (excluding Dream Duffel bags). We do not guarantee same day or next day Click & Collect - some products may need to be transferred from another location, so please order well ahead of time.

Your order can be collected from our store location 'after' we have notified you by email that your order is ready to collect. To avoid disappointment, we do not recommend arriving before this notification is sent to you.

Please note, our store is located in Williamstown 3016. If your shipping address is outside of Melbourne or Victoria and you have accidentally selected Pick Up at checkout, we will invoice you separately for Standard Shipping ($11.00). Please note, processing of your order will be put on hold temporarily until the shipping fee has been paid. 

Is there tracking on my parcel?

Yes, always! Upon dispatch we will send you tracking information. Australia Post will also send tracking updates via email to our Customers.

Will I need to sign for my parcel?

All orders will be dispatched with an 'authority to leave' if you are not home. However this may not be possible on some occasions, and your order may be directed to the local post office for collection. You can read more about this HERE. Please note, orders delivered by a Courier service that are returned to the depot, may incur a re-delivery fee which the customer is liable for. 

Delivery Times

Some goods are sent by road freight - so this might give you a good idea of how long an item will take to arrive. Air freight orders may be subject to airline scheduling delays.

A delivery estimate, depending on your location in Australia, may take approximately 1-10 business days to reach you.

Remember, an estimate is an estimate. Typically major metropolitan cities and towns should expect an approximate delivery time of 1-5 days after dispatch. Rural, remote, Western Australia, Northern Territory and Northern Queensland locations for example can take up to 10 days after dispatch.

I need my order urgently. What can I do?

Please contact us first. In most cases, we may be able to arrange our Platinum Express option ($30.00) and if your items are in stock, they may be dispatched on the same day. Out of stock items or items that need to be transferred from the warehouse may take up to 5 business days before we dispatch your order.

International Shipping

We now ship to our dance friends in New Zealand and the USA.

Free Shipping

Dancewear Nation provides free Standard shipping for all orders over $100 within Australia only, with exception of Dream Duffels as they fall under bulky goods.

Dream Duffel bags are considered bulky goods and shipping is invoiced separately after your purchase, or price on application prior. Freight charges will vary depending on your location in Australia.

If a product is regrettably out of stock and your order then falls under the Free Shipping Over $100 policy, the out of stock product will be refunded to you minus the Standard Shipping fee ($11.00) before the rest of your order is dispatched.

Please note:

• Delivery times may vary due to the Australia Post delivery network. Please see their website for more information
• Dispatch and delivery timings are dependant on your location and stock levels
• If your order was placed after close of business (5pm), or on a Weekend or Public Holiday, processing will commence the following business day
• Once your parcel has been dispatched and handed over to our driver, delivery of your parcel is now in the hands of Australia Post. Dancewear Nation will not accept responsibility for any unforeseen mishandling, losses and damages to parcels, or delays in delivery.

Incorrect Address

We cannot be held responsible for an incorrect address being entered on your order. Please review your shipping address carefully before checkout.

If a shipping address error is noticed after your order is finalised, please contact us immediately.

If your parcel is redirected back to us for whatever reason, shipping or courier costs will need to be paid again by the Customer.

Return Postage

The customer will assume all responsibility for return postage fees in the event of returns & exchanges. This includes additional postage costs for the exchange item prior to dispatch from our store. Any goods returned are the customers responsibility until they reach our store.

Dancewear Nation will not be held liable for any goods lost in transit, therefore we recommend you add tracking to the postage of the returned goods. Please ensure you package any return item appropriately to prevent any damage to the items in transit. Please refer to our Returns & Exchange Policy. 

What Happens If I Have Not Received My Order?

Firstly, we are very sorry to hear this! Please take the following steps:

• Tracking Please locate your tracking number that we sent you at the time of dispatch and track it to check the status.
• Card received Check if a notification card is in your letterbox or under your door – your item may have been delivered to the Post Office.
• Accepted on your behalf Check if someone else at home or work accepted or signed for the item on your behalf. If you live or work in a large building, check with building management or the mailroom to see if they have it.
• Delivered to a safe place Check if your item has been left in a safe place. This could be under or behind something, or in your mailbox.
• Address details Check the address details in your order – is your shipping address correct?
• Known service delays You can check for any known domestic service disruptions here domestic updates.
• Lodge a case with Australia Post If your item has not arrived within 10 business days from the date of dispatch, you can raise a case with Australia Post. Please then email us and share the case number that Australia Post provide you. We will then raise another case to try to speed up the investigation process.
• What happens if Australia Post have declared my order as lost? We will replace your items or refund you within 5 business days after the investigation has been resolved or closed by Australia Post.

If your questions have not been answered in the above information please contact our Customer Service staff via email at info@dancewearnation.com.au.

 

Here at Dancewear Nation, from one dancer to another, we understand the difficulties that can often occur when shopping online or without a proper fitting. Therefore we have customised the Returns Policy to ensure your shopping experience is a smooth, effortless and enjoyable process.

Our mailer bags are designed to be re-used for any returns - simply turn the satchel inside out and attach your postage label to send back any exchange item. Customers are encouraged to re-use these bags (if you have discarded our mailer bag, you will need to purchase your own return packaging).

For the return of goods (purchased in store or online), regardless of whether they are faulty, change of mind or incorrect fit you must meet the following return policy conditions:

• The item/s must be returned within 14 days of receipt
• The item/s must be unworn and unwashed in original saleable condition, with no signs of wear and tear (no dirt, marks or stains), together with all labels/tags/packaging intact
• The item must not be modified in any way
• A copy of the Tax Invoice issued to you in store or emailed to you at the time of purchase must be provided as proof of purchase. For online orders, please complete the Returns Slip that arrived with your order.

Can I cancel my order once it has been placed?
If you have ordered in error or changed your mind, sadly we are unable to cancel your order. Rather, we can offer you a Store Credit or an Exchange.

What is Exempt From Returns & Exchanges

In the interest of hygiene & health, we strictly do not offer exchange on the following items whether they have been opened or not, unless they have a manufacturing defect, so please select carefully:

• Custom apparel
• Cosmetics including fragrances & skin products
• Gift Cards or Vouchers
• Hosiery & Tights
• Undergarments
• Water Bottles
• Training Equipment
• Hair Accessories
• Sale or Clearance Items
• Dream Duffel Packages

Please choose Sale and Clearance items carefully. These sales are final and unless otherwise stated cannot be returned, exchanged or refunded.

Dance footwear is not always comparable to street size shoes, so please check our size chart carefully prior to selecting your size. You are welcome to email us prior to your order if you'd like us to assist you with sizing.

Change Of Mind or Incorrect Size

We reserve the right to inspect garments to determine the return policy conditions are met, therefore the item/s must be unworn and unwashed in original saleable condition with all labels/tags attached and in its original packaging.

We do not offer refunds for change of mind, incorrect size or incorrect product purchased. We do not refund or credit shipping fees.

We do not refund or put into store credit merchant fees paid - only the cost of goods being returned. Note: credit card fees are set by the RBA and paid directly to our merchant, SmartPay.

Please note that pre-orders of any products, including Dream Duffels cannot be refunded once the order is placed. If you change your mind, we are happy to offer a Store Credit.

Store Credits

If you do not wish to exchange for a product, please let us know and we will arrange a Store Credit for you. Store Credits have a validity of three years and once they expire, we will not be able to re-issue a Store Credit. Store Credits cannot be refunded.

Your Store Credit will be emailed to you and will be linked to your account. As your Store Credit is issued to you in the form of a Gift Card, please retain this information in a safe place.

Bulk Order Restock Fees

If you wish to return goods with a combined total of over $500 in value, due to change of mind or incorrectly ordered, you are required to request a return of the goods in writing. A Store Credit will be issued minus a 10% Restock Fee for all approved returns for Bulk Orders.

Return Shipping

You are responsible for the costs of returning goods to us and for return shipping. Any goods returned are the customers responsibility until they reach our location. We will not be held liable for any goods lost or damaged in transit, therefore we recommend you use a courier or eParcel through Australia Post with tracking to return the goods. Please ensure you package your return to prevent any damage to the items in transit.

Before your exchange is processed, we will invoice you for Return Shipping. Your exchange may take 3-5 business days to process after the Return Shipping fee has been paid.

Out Of Stock Products

If a product is regrettably out of stock and your order then falls under the Free Shipping Over $100 policy, the out of stock product will be refunded to you minus the Standard Shipping fee ($11.00) before the rest of your order is dispatched.

Faulty Goods

If you have received a faulty or incorrect product, please email us immediately so we can resolve this as soon as possible. You will need to provide as many images as you can, and your order number.

We will in the first instance provide you with a replacement. The replacement product will be like for like (the same brand/style/size/colour).

In accordance with the fair trade practices act, Dancewear Nation will only authorise refunds in the case where the item cannot be repaired or replaced by the manufacturer/supplier.

We reserve the right to send faulty goods back to our manufacturer/supplier for assessment, to determine whether a product is faulty and conduct a production and quality check. A response for faulty claims will be received within 10 business days of the goods arrival to our store.

If the item is deemed faulty by our supplier, and we are unable to repair or replace a faulty item, you will receive a refund. In addition, the reasonable cost of returning the faulty item/s back to us will also be refunded, given that a receipt for the return postage is included with the return.

General wear and tear of items are exempt from returns, exchanges or refunds. Damage from general wear and tear includes but is not limited to:

All hosiery, pilling or laddering of any type of garment, scuff marks & dirt on shoes, leather has worn away after use exposing the suede underside, scrapes & scratches on the soles of shoes, fabric has been laundered incorrectly with unsuitable products, natural stretching of the product after several wears, shrinkage or fading on garments from not following the care instructions, any markings from extended use of any kind of product, zips or seams that have split or broken due to the incorrect size purchased.

Sale, Clearance, Outlet or Discounted Return Requests

Sale & Outlet (eg marked down products): All sales are final and exempt from returns, exchanges or store credits. Please choose your product, size, colour carefully before making a decision.

Periodic Promotions & Discounts (eg AfterPay Day or 10% Off Today Only): If you purchased goods during a sale period (excluding already marked down items), the discounted amount for any return product will go into Store Credit. If the new items purchased exceed your Store Credit amount, or if you return goods after a sale period has concluded, the customer will need to pay the difference in cost between the returned product/s and the new product/s.

Our Returns Address

Returns, Dancewear Nation, Shop 2, 70 Douglas Parade, Williamstown, Victoria 3016

We recommend that all dance wear and related items are washed by hand in cold water, using a mild detergent. Do not tumble dry, iron, bleach or soak. Line dry in the shade.

Hosiery & tights will pill, ladder, tear or stain. This may be caused by shoes, garments or costumes rubbing against the fabric. Avoid exposing hosiery to rough flooring or seating, velcro and sharp objects. Take care when putting on and taking off.