PAYMENT & VERIFICATION
Which payment methods do you accept?
As far as credit cards go, we accept Visa, MasterCard and Amex. Other payments include e-vouchers, credit notes and of course, Paypal. We do not accept money orders, bank cheques or payment in kind. We recommend linking your Paypal account to your bank account if you do not have a credit card.
I've had an email to say I need to verify my account. What does this mean?
We know that our customers work hard for their money and so to reduce the risk of online credit fraud, we may request additional information from you from time to time. It’s not personal and requests for ID are chosen by our system at random. To reduce the risk of online credit card fraud, Bardot may request additional information to process an online order. A small amount may be charged to your account for verification purposes, however the amount will be refunded as soon as the order has been successfully verified. Customers will be notified via email if further information is needed. Bardot reserves the right to cancel the order and process a refund if necessary.
We hope it gives you peace of mind that we respect your personal information as much as you do and stops thieves from spending your hard earned cash. If we aren’t satisfied with the verification offered, Bardot reserves the right to cancel the order and process a refund if necessary.
Any additional identification obtained will be destroyed once approval is granted.
Will I have to pay duties and taxes on orders outside of Australia?
In many countries around the world, you will have to pay import taxes on your goods. We would recommend contacting your local customs office for further details.
What currencies can I pay in?
All orders will be charged in AUD (Australian Dollar). The currency converter on our website is used as a guide only. Check with your bank for their most up to date exchange rates.
Can I change my order once it's been placed?
Is your site secure?
Indeed it is. Insecure is not a word we love so we've taken extra steps to ensure you feel comfortable and safe shopping with us online. For all nerd talk on this matter, visit our 'Security' page.
RETURNS & EXCHANGES
How do I exchange my order?
Firstly, you can see if you’re eligible for an exchange by checking the points below:
- Goods are within 14 days of purchase and are with the original receipt.
- The item is not an accessory, hosiery, lingerie or swimwear. Bardot cannot offer exchanges on those products for hygiene reasons.
- The item is not worn, washed, used, soiled or damaged by you.
If you are still unsure whether you are eligible for an exchange please email customer service here.
For customers outside of Australia, you can view our international exchange policy here.
Next, please fill out an exchange form and send your purchase/s back to the online store with the original receipt. The form should have arrived with your parcel but if you can’t find it, you can download the exchange form here(INSERT FORM)
Am I able to get a refund?
To obtain a refund you must meet these return policies;
- Goods must be returned within 14 days of purchase with the original receipt.
- Item was not purchased at sale price.
- Item is not an accessory, hosiery, lingerie or swimwear.
- Item has not been worn, washed, used, soiled or damaged by the customer.
At the moment, online purchases can only be refunded back through the online store. Unfortunately, physical stores can’t give refunds, only credit notes.
We are looking into changing this to make life easier for our customers. We’ll keep you posted.
Please note: Shipping and handling costs are not refundable.
We can also issue you with a credit note, available in store or online. Credit notes will be available to use immediately online however in store, they are available to use the following day.
Please send your return back to:
Bardot Online - Returns
63 Victoria Crescent
Abbotsford, Victoria 3067
If you are unsure whether you are eligible for a refund please contact our Customer Service team here.
Can I get a refund on my sale purchase?
We can offer a credit note or exchange through our online store.Bardot stores can offer an exchange only.
Items must be returned within 14 days of purchase. Sale items are not eligible for a refund.
Where can I find the 'Online Returns Form'?
My purchase doesn’t fit me - can I exchange for a different size?
Absolutely! We’re happy to exchange the size of online purchases provided the item is returned within 14 days (Australia) or 28 days (International). Size exchanges within Australia are free but a International customers will incurr a small charge.
For full Exchange policy, click here.
What happens if I change my mind and want a different item or colour?
Should you wish to exchange the colour or style, please include your credit card details so that we may charge a reduced shipping fee rate of $5 (Australia), $9.95 (New Zealand & U.S.) or $15 (Rest of world) to send your goods back to you.
Overseas customers note: prices & shipping charges do not include relevant custom duties or taxes that may be incurred when delivering into your country. Please refer to your country's customs department for relevant fees.
Do I need to send the item back registered post?
To make sure we can track items, we recommend you use a traceable delivery method for all returns and either insure your delivery for safe return to Bardot or declare the full value of the shipment. That way, you’re completely protected if the shipment is lost or damaged in transit. If you choose not to send the package registered, you are responsible for loss or damage to the product during delivery. Please send your exchange back to:
Bardot Online - Exchanges
63 Victoria Crescent
Abbotsford, Victoria 3067
I’d rather exchange at a store, is that possible?
If you believe you have met our return conditions you can exchange your purchase or receive a credit note at any Bardot store (Australia only), subject to stock availability. Store teams can only issue credit notes and not refunds. Please click here to find your nearest store.
If for some reason we cannot find your requested exchange size in a store, we will issue a credit note.
When will I receive my exchange?
When the warehouse receives your item/s we will send you email notification to let you know it’s arrived safely. Your exchange will be processed in one business day from then. If we don’t have your size available in our warehouse, we will do our very best to order it in from store. This process may take 1- 7 days so please allow for additional time to receive your exchanged delivery. We will send you email notification when your order has left the warehouse.
What should I do if I receive faulty product/s?
All goods are inspected before we send them off to you to make sure they are in excellent condition and we’re careful to pack to minimise chance of damage during transit. If you do receive a damaged or defective item, please contact a member of our Customer Service team immediately.
What should I do if I receive the wrong order?
We truly apologise if you receive the wrong item/s. Please contact our Customer Service team on (+61) 1300 466526 immediately so we can resolve the issue for you.
What is your denim return policy?
Jeans! It’s so important to get the perfect fit. That’s why we want you to Buy and Try Risk Free! You can exchange or return full priced denim purchases free of charge (only available within Australia and on full price denim).
If you would like to return an item simply email us at email@example.com
You will then be sent a PDF file which will need to be printed out and taken to any Australia Post depot of your choice, along with your denim.
You must let us know you intend to exchange or return your order within 7 days of delivery and return the item to us within 7 days of receiving your PDF file.
Your satisfaction is key, so please familiarise yourself with the following conditions: Although you may try on an item, all return products must be in new and unused condition, with all tags attached.
Unfortunately, returns and exchanges of international purchases or sale items must be returned at the customer’s expense.
Limit of two returns per denim purchase.
Can I track my order?
All our delivery methods except 'Melbourne Same Day Delivery' are easily trackable. Just click here for links to our carriers websites.
At the moment, 'Melbourne Same Day Delivery' is not trackable however, you can call our Customer Service team on 1300 466 526 if you have any concerns about your order.
How will my order be delivered?
Depending on where you're ordering from and sending to, we have various methods of delivery. Please click here for a full break down.
Do I have to be at home when my item/s are delivered?
Usually, the carrier will drop you a calling card if they've missed you. However, you can always use your tracking number from your confirmation email to chase its whereabouts if you're concerned. If you are a Bardot member, your tracking number will also be availble in the 'Your Order History' section of your account details.
Alternatively, you can get in touch with our friendly Customer Service team who will happily help!
Do you deliver outside Australia?
We sure do! Bardot now delivers to over 40 countries worldwide (all part of our Global Domination project *insert evil laugh). You can see a full list of countries we deliver to along with a list of competitive delivery costs here.
If you're not on the list and you would like Bardot to deliver to you, just drop us a line here and we can look into it for you.
COMPLAINTS & COMPLIMENTS
I'm having problems using the website, can you help?
If you're having any problems using our site or you need any help with your account, please don't hesitate to get in touch with our dedicated team of customer service superheros. Check out our 'Contact Us' page for various ways to connect.
What if I want to compliment or complain about an online order?
We want your experience with Bardot to be smooth sailing all the way so if for any reason you're unhappy with the service you've received or you want to shout about great service you've recieved, please let us know so we can assist!
What is your compliments and complaints procedure for stores?
You can direct all communication to our Customer Service team either by calling them directly on 1300 466 526 or emailing into firstname.lastname@example.org. We love to hear when you've had great service and want to help you if the service you're received from us wasn't quite up to scratch!