RETURNS POLICY – MOSAIC BRANDS
CHANGE OF MIND
We want you to love your purchase. You have the following options available if you change your mind:
• If you made an online order and you change your mind, we will provide you with a refund only if you return your purchase to our Warehouse.
• If you made an online order and you change your mind, we will provide you with your choice of exchange or a Credit Note/Gift Card on W.Lane branded product, if you return your purchase to any W.Lane store.
• If you made a purchase in an W.Lane Store, they cannot be returned online. They must be returned to a store. If you have changed your mind, you must have an original copy of the receipt, and we can offer an exchange or Credit Note/Gift card only. We do not refund in store for change of mind. If you do not have a receipt, but you purchased using your membership account, our store team will be able to find your order in our system.
The change of mind policy is subject to the following conditions:
• The item(s) must be in original condition and packaging: unworn, unwashed and all tags attached.
• This excludes Final Sale Items and Third-Party Seller Items. No refund, exchange or gift card will be provided, online or in store, for change of mind on all Final Sale Items or Third-Party Seller Items.
• Items must be returned, either in store or online, with proof of purchase.
• For hygiene reasons, we are unable to exchange or refund earrings, underwear, or swimwear.
• Returns must be received by us within 30 days of purchase, either in store or by our Warehouse.
• Return shipping method and associated costs are the responsibility of the customer.
• Return delivery costs for faulty or incorrectly supplied items will be the responsibility of Mosaic Brands.
• This policy does not affect your rights under the Australian Consumer Law and Fair Trading Act (New Zealand), including consumer guarantees. Please contact our customer care team by emailing customercare@mosaicbrandsltd.com.au if you have any further questions.
If you choose to return to our Warehouse, we recommend sending your return via a traceable method and retaining proof of postage until receiving confirmation that your return has been processed. W.Lane is not responsible for returns that are not received.
Items received by us at our Warehouse, after the 30-day return period will not qualify for a refund.
Please allow 30 working days from the receipt of your return to receive your refund. Refunds will be processed in the same manner as your payment method at the time of purchase. You will receive an email notifying you once your refund has been processed.
We understand that there may come a time where you need to return a purchase from us, and we want to make the returns process as simple and easy as possible for you. We have a range of ways you can return an item and are happy to provide a refund within 30 days of purchase provided they are NOT Final Sale items or Third-Party Seller items, once returned to our Warehouse. Returned items must be in an unused condition, in its original packaging including tags attached and accompanied with the Receipt, Returns Slip or a copy of the Invoice.
*Courier Pickup: Return fee is based on your location and the cost of returns is payable by you and we will not reimburse this. Not available for Remote/Rural Areas.
ITEMS WE CANNOT REFUND OR EXCHANGE
For hygiene reasons and to protect your health and the health of others, we are unable to refund or exchange earrings, underwear, and swimwear. All refunds exclude delivery charges. All Final Sale items and Third-Party Seller items are non-returnable and non-refundable for change of mind, either instore or online. Change of mind includes unwanted, size, colour, design, fit and price.
These items are clearly marked on our product pages as well as invoices with the statement “This is a Final Sale item. All Final Sale items are non-returnable and non-refundable for change of mind, either instore or online” or “This is a Third-Party Seller item. All Third-Party Seller items are non-returnable and non-refundable for change of mind, instore or online.” Faulty goods are excluded from this policy.
This policy does not affect your rights under the Australian Consumer Law and Fair Trading Act (New Zealand), including consumer guarantees.
Please refer to the INCORRECT OR FAULTY ITEM section.
IF YOU BOUGHT YOUR ITEM IN STORE
Store purchases cannot be returned online. They must be returned to an W.Lane store. If you have changed your mind, you must have an original copy of the receipt, and we can offer an exchange or Credit Note/Gift Card. If you do not have a receipt, but you purchased using your membership account, our store team will be able to find your order in our system.
IF YOU BOUGHT YOUR ITEM ONLINE
Please use the return options below to choose from and ensure you are following our Returns Policy. All refunds exclude delivery charges. Our Returns Policy is in addition to your rights under the Australian Consumer Law.
ONLINE EXCHANGES
We cannot accept exchanges online. If you require a different size or product, please visit your local Store for an exchange. If you return the item to us, please ensure you are following our Returns Policy.
PAYPAL RETURNS
Pay Pal returns can be accepted by our online returns warehouse. Please use the return options on our website to choose from and ensure you are following our Returns Policy.
AFTERPAY RETURNS
Afterpay returns can be accepted by our online returns warehouse. Please use the return options on our website to choose from and ensure you are following our Returns Policy.
CANCELLATIONS AND ORDER AMENDMENTS
Please ensure all details provided are full and correct at the time you place your order. If you are using PayPal, please ensure your delivery address in PayPal is updated. Unfortunately, we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:
· Change of delivery address
· Changes to colours and sizes
· Adding or removing items
· Applying discounts or rewards
· Full order cancellations
Please ensure all details provided are full and correct at the time of order placement.
PRODUCTS PURCHASED VIA
AMAZON, EBAY, CATCH, TRADEME, MY DEAL, OZ SALE, SECRET SALES, WESTFIELD, KOGAN, ONCEIT and THE MARKET Mosaic Brands sell their products on various Marketplaces in Australia, USA and New Zealand, including (but not limited to) AMAZON, EBAY, CATCH, TRADEME, MY DEAL, OZ SALE, SECRET SALES, WESTFIELD, KOGAN, ONCEIT and THE MARKET. We do not accept in store or online returns for products purchased via the above marketplaces. To return an item purchased from these websites, please place a return request back through the original website.
INCORRECT ITEMS OR FAULTY GOODS
In the event that you receive a faulty Product, we recommend that as soon as you discover a fault, or if you received an incorrect item, please use the Contact Us form and send us a picture of the item and include a brief description of the fault.
Once assessed and approved by our team or Third-Party Seller, we will refund you back to the original tender type. Items deemed as general wear and tear and not due to a manufacturing fault will not be refunded.
We will not be liable to you for failures, defects or delays in delivery caused by:
• Your provision of incorrect or outdated information.
• Your mailbox being full.
• Your failure to comply with instructions for use of the Site; or
• Any event which is outside of our reasonable control.
This policy does not affect your rights under the Australian Consumer Law and Fair Trading Act (New Zealand), including consumer guarantees.
FOR SALE ITEMS
All Sale items are non-refundable for change of mind, instore or online. Sale items are identified on the product page and your invoice with the statement “All Sale items are non-refundable for change of mind, instore or online”. Our normal refunds policy applies to any full price styles purchased in the same transaction as Sale styles. Faulty goods are excluded from this policy. If you discover a fault with a Sale style, please follow the returns policy.
CHANGE OF MIND
Health Essentials are non-refundable where you have simply changed your mind about products purchased in the following categories:
• First aid kits
• Hand sanitiser
• Cleaning and masks
Pre-order: Please allow up to 10 weeks for delivery.
All Final Sale items are non-refundable for change of mind, instore or online. Please contact our customer care team by emailing customercare@mosaicbrandsltd.com.au if you have any further questions. Our return policy is in addition to your rights under the Australian Consumer Law.
Click & Collect is a free service for all our customers. You only have to pay for the items you purchase.
• Unfortunately, if not all items in your order are available at the store, your whole order will be sent to your home address from our warehouse.
• Even if not all items in your order are available at the store, and your whole order is sent to your home address from our warehouse, we will still not charge you for delivery.
• If you place your order before 3pm, your order will be ready to be picked up that same day! We’ll send you an SMS when your order is ready.
• Please Note: During sale and promotional periods Click & Collect may be temporarily unavailable or take longer to get ready
• Third party products are also excluded from this service
AUSTRALIAN DELIVERY OPTIONS
At the checkout you have three delivery options:
1. Standard delivery
Your order will be delivered to your nominated address and a signature will be required (if you are not home a calling card will be left advising which post office to collect your parcel from) Authority to leave If you are not home your parcel will be left at your front door with no signature required (Rivers cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier)
2. Parcel Point
Enjoy no-fuss parcel pick up and returns with ParcelPoint, an affordable, trackable service that is available at hundreds of local stores. ParcelPoint services are open 7 days a week and are open late for your convenience. You can also make a return with ParcelPoint. You will be notified via Email and/or text message (SMS) when your items are ready for collection, please make sure to bring photo ID when collecting your parcel.
3. Click And Collect
Click & Collect is a fast and convenient service which allows you to select and order goods online and collect from our stores. If your items aren't available at your local store, we'll ship them to your home at no extra cost.
PLEASE NOTE
If you receive your shipment confirmation email over the weekend, your order will not be dispatched until the next business day, after which your tracking will be enabled.
ADDITIONAL INFORMATION
FREE SHIPPING WHEN YOU SPEND $120 OR MORE
The second best thing about filling that online shopping bag – besides all the gorgeous clothes, of course – is knowing that you’ll get it shipped for FREE. Rivers offers our online shoppers within Australia FREE SHIPPING when you spend AUD$120 or more. This will be calculated automatically at checkout when your order reaches AUD$120 value. For orders under AUD$120 the standard AUD$12.95 flat rate shipping fee will be added at checkout. (We’d like our customers to keep in mind that this offer is subject to change at any time at the discretion of Rivers).
OUR SHIPPING POLICY SYDNEY METRO AREAS
Deliveries are sent by Australia Post and will be received within approximately 7-10 business days* after the dispatch date. Track your order by entering your consignment number via https://auspost.com.au/mypost/track (Keep in mind, tracking info may not be available for at least 12 hours after dispatch).
MELBOURNE METRO AREAS
Deliveries are sent by Australia Post and will be received within approximately 7-10 business days* after the dispatch date. Track your order by entering your consignment number viahttps://auspost.com.au/mypost/track(Keep in mind, tracking info may not be available for at least 12 hours after dispatch).
OTHER METRO AREAS
Deliveries are sent by Australia Post and will be received within approximately 7-10 business days* after the dispatch date. Track your order by entering your consignment number via https://auspost.com.au/mypost/track (Keep in mind, tracking info may not be available for at least 12 hours after dispatch).
AUSTRALIAN REGIONAL AREAS
Deliveries are sent by Australia Post are generally received up to approximately 10 business days* after the dispatch date. Track your order by entering your consignment number via https://auspost.com.au/mypost/track (Keep in mind, tracking info may not be available for at least 12 hours after dispatch). * Due to high demand during Online events and sale periods, carriers may take longer to delivered. We appreciate your patience.
FREQUENTLY ASKED QUESTIONS
DO YOU DELIVER ON WEEKENDS OR PUBLIC HOLIDAYS?
Your orders will only be delivered on business days (Monday-Friday, excluding public holidays).
DO YOU DELIVER TO P.O. BOXES?
Yes, Rivers does deliver to P.O. Boxes. In some cases (such as delivery to P.O. Boxes or remote areas), your order may be sent with Australia Post via their eParcel service. This service is slower than our normal delivery service and will be received 7-10 business days.
WHEN WILL MY ORDER BE DISPATCHED?
As soon as you complete your online order and purchase your items, dispatch is notified. We try to get all orders out as soon as possible, though occasionally that is not possible due to stock issues.
In order to get your items to you on time, we may send them in two or more parcels that arrive at different times. You will only be charged the $12.95 flat rate shipping for your order (or free shipping if the order is over an $120 value), regardless of the amount of parcels.
Once your order has been shipped, you will receive an e-mail notification with a tracking number. If you receive your e-mail and tracking number on the weekend, your parcel is ready and waiting to go but will not be physically shipped out until the next business day (and tracking information will be enabled).
DO I HAVE TO HAVE MY ORDER SHIPPED TO MY BILLING ADDRESS?
You can have your order shipped wherever you’d like. Many people choose to have their parcels delivered to their work address or sent to a friend’s house as a gift. Simply change the delivery address in your My Account section online or on the checkout page. Just remember that this will now be your preferred delivery address so you will need to change it back if you’d like to send your next online order to a different location.
MY ORDER HASN’T ARRIVED!
We’re so sorry you haven’t received your order yet. If your order has been dispatched (meaning you have received a shipping notification e-mail and tracking number), please contact our Customer Care Team on 1800 151 110 or fill the form in our Contact Us page. We can then reach out to the courier. In this case,Rivers is not liable for any loss or damage resulting from late delivery. Without limiting the operation and any other terms and conditions herein, we will not accept liability for any loss or damage arising from a late delivery. Without limiting the operation and any other terms and conditions herein, you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order.
DO I NEED TO SIGN FOR MY PARCEL?
That is up to you! Many people choose to have the order delivered without a signature of receipt, however they are then liable for the parcel after the courier has delivered. If you would prefer to sign for your order, you will generally need to be available between 7am and 5pm to receive the delivery. If you’re not in when the courier tries to deliver your parcel, they will leave a card for pick-up at the Post Office or you may need to ring the number on the card to arrange a redelivery. Unfortunately, Rivers will be unable to arrange re-delivery with the couriers on your behalf.
MY ORDER HAS ARRIVED BUT IT’S NOT QUITE RIGHT/SOMETHING IS DAMAGED. WHAT DO I DO?
We’re happy to help! Please read our Returns & Exchanges policy if you need to exchange or return and receive a refund for your items.
DO YOU DELIVER INTERNATIONALLY?
Unfortunately we are only able to deliver to Australia and New Zealand.
I ENTERED THE WRONG SHIPPING ADDRESS ON MY ORDER! WHAT DO I DO?
Please contact our Customer Service Team on 1800 151 110 as soon as possible and we’ll be happy to help you.
EZIBUY PRODUCTS
Ezibuy products are subject to the same great Shipping and Delivery services as our other Rivers Online items, there are just a few details to note:
- Ezibuy products will be shipped separately from New Zealand. If you have purchased a mix of Ezibuy and Rivers items, you will receive separate parcels, at no extra cost.
- Ezibuy orders over AUD$400 may incur customs charges and duties charged by the AU Customs Service once the parcel reaches its destination port. These charges must be paid by the recipient directly to the AU Customers Service or its authorized service provider.
- Your parcel will generally be delivered in 10 - 21 business days after dispatch (excluding weekends and public holidays).
- Delivery may take longer in remote or rural areas, during promotion and sale periods or from natural events.
- You will receive an email once we have dispatched your order, it will contain the tracking number so you can track your parcel straight to your door.
PARTIAL ORDER
Orders with multiple items may be split into multiple orders and delivered separately under different tracking numbers. If this occurs, you will receive an email notification advising you of a partial order delivery. No additional shipping charges will be applied to partial orders.
