- Delivery & Shipping
- Refunds & Returns
Free shipping on orders over $100
Your Order is shipped within 3-5 working days by Australian POST (often the same day), with the sender being PJ. You should receive your order 3-10 business days after making your purchase. Unless otherwise stated.
Once the parcel has left Jade HQ, we are at the mercy of Australia Post. You will be issued with a tracking number once the order is sent. If there are delays you let us know.
We like to treat your purchase as special so you can enjoy opening the contents, however, from the outside discretion is strictly adhered to with your gift arriving in a postbag or box. We take the utmost care with packaging to make sure your items make it in one piece. We've all had those deliveries that have been bashed around a bit. We may use an additional box or bubble wrap to ensure a safer journey to you while being mindful of practical re-use by our customers of any items used in the shipping process and minimising environmental impact.
The delivery guy doesn't know what's in your parcel and the return address doesn't say, Passionate Jade. No-one but you will know what is inside your package.
We also deliver to parcel lockers and collection points, it's easy to set up an Aus Post account to start accepting deliveries.
We do request a signature on delivery. There area few dodgy people out there taking advantage of online businesses.
Due to fraudulent behaviour from some, we no longer ship to any country aside from Australia and New Zealand.
We use registered post international through Australia Post for our international shipping. International shipping costs are as follows:
International shipping is $65
All international orders placed through the site are sent via Registered post International. We require a physical address and a phone number for every international order.
We dispatch your order as quickly as we can, however please note that international shipping times may vary. You may be subject to import duties and taxes, which are levied once the package reaches your country and must be paid by you at the time of importation.
You are considered the importer by record and must comply with all laws and regulations of the country in which you are receiving the goods. Please note that we are unable to issue refunds or credits for items seized by customs or for the shipping costs. If you choose to abandon your package rather than pay customs duties, we will not issue a refund for your order. Australia Post will not release shipments without a signature, so please be aware that you will need to either sign a door tag or sign for the package directly. All Items are discreetly packaged.
Due to the intimate nature of these products we are unable to offer returns on briefs (this should be a no brainer). If any items do not fit as expected we can either exchange for a different size or offer a credit note. Additional postage will be at the customers expense.
If the item is purchased sale or from our outlet, there are no exchanges or refunds, unless faulty.
If you have sizing and fit questions please reach out to us via email email@example.com or call us on 03 9448 2324 prior to purchase, we can provide guidance on the material and how we have seen our items fir on a variety of bodies.
All items are inspected when leaving Jade HQ and no damaged lingerie items are sent out. If you receive damaged stock you must contact us immediately, on firstname.lastname@example.org, upon delivery of the item for next steps.
No refunds shall be offered on any product due to health and sanitary issues when you receive your goods promptly check them to make sure they are in working order. (This should be a no brainer)
We will refund for defective items but not for change of mind. Before returning any items please contact us here to advise us of the issues and to obtain a return authorisation.
These products are very intimate, we can't authorise returns and don't offer an 'orgasm guarantee'. We encourage you to submit feedback and reviews so that everyone can make the best decision for themselves possible.
When returning please make sure you provide the following details:
* Your full name
* Your order number
* Your authorisation number
* Reason why you are returning the product
* Your instructions informing us how you would like the issue resolved.
Please include the original invoice you received with your product.