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FREE SHIPPING ON DOMESTIC ORDERS OVER $150

Frequently Asked Questions

CUSTOMER CARE

HOW DO I CONTACT CUSTOMER CARE?

Please contact our customer service department should you have need assistance with your order at all.

E: online@bariano.com.au

P: +61 404 025 674

We are open from 10 am-4.30 pm AEST, Mon-Fri.

Please note we are closed on public holidays and weekends.

HOW LONG DOES IT TAKE FOR YOU TO REPLY MY QUERY?

We incur high volumes of customer care in peak traffic times, but we will always endeavour to get back to you within 2 business days.

ORDER INFO

CAN I CHANGE MY ORDER?

If you need to make urgent changes to your order, please email us with the correct changes and include your name & order number. Please make sure your email is sent by 10 am AEST, otherwise we cannot guarantee any changes. If the parcel has already been dispatched, changes cannot be made.

Once a payment has been received and your order is completed, it is then subject to the returns policy. Please note changes to the address cannot be made once the order leaves our warehouse as it becomes the property of the courier company.

CAN I CANCEL MY ORDER?

If you would like to cancel a purchase, please contact us via email at online@bariano.com.au within 30 mins of placing the order. Requests after this time period will not be honoured and the item will be shipped per our shipping policy. 

WHEN WILL MY ORDER BE SHIPPED?

All orders are processed and dispatched within 5 business days, Monday to Friday between 10:00am & 4:00pm AEST, excluding weekends and public holidays. If an order is placed after 11:00am AEST, it will be processed the next business day.

During busy periods, or if we need to source an item from one of our stores as the item is no longer available in the warehouse (which we will keep you posted), please allow another extra 3 days for your order to be fulfilled.

If your order is urgent, or if you would like to upgrade your shipping to express shipping, please contact our customer care at online@bariano.com.au as soon as possible.

WHY WAS MY ORDER/ ITEMS WITHIN MY ORDER CANCELLED & REFUNDED?

Due to incorrect inventory levels, the item/s you ordered may become out of stock and no longer available (we promise these cases don't happen frequently!). Our customer care team will attempt to contact you immediately – so we can offer an alternative style/size or refund the item/s or order. 

I DIDN'T RECEIVE MY ORDER CONFIRMATION EMAIL

Please ensure to check your junk/ spam folders in case our emails are not successfully being delivered to your inbox. Or, you may have misspelled your email address during the checkout process - if this is the case, please contact us to correct this.

HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?

Once your order has been dispatched, an automatically-generated email from our shipping carrier is sent to your email address containing the tracking information for your parcel. Furthermore, you will also receive a fulfilment email from our online store confirming the shipment of your order.

ARE PROCESSING TIMES DIFFERENT TO SHIPPING TIMES?

Yes. Once your order has been packed and processed in the queue it then awaits to be shipped; delivery times then apply.

SHIPPING

WHERE DO YOU SHIP FROM?

All orders are shipped from Melbourne, Victoria, Australia

DO YOU SHIP TO PO BOX?

We can only ship to PO BOX via Australia Post. DHL/ Courier Please/ TNT and other services will require a physical address for delivery.  

HOW DO I TRACK MY ORDER?

Once your parcel has been dispatched and picked up by the courier, an email will be sent to you from the courier company (Australia Post or COURIERS PLEASE) that will provide you with a link and a tracking number that will enable you to follow your parcel.

If you have not received your tracking number within 48 hours of your order placement you may have experienced a difficulty receiving it from the courier company. Sometimes these emails can appear in your junk email inbox however if this is not the case please email us to retrieve your tracking number. Please include your order number and name.

WILL MY ORDER ARRIVE IN TIME FOR AN UPCOMING EVENT I HAVE?

Please see our Shipping & Delivery section for detailed shipping times to your location. If you are unsure please contact us for further information. Please note we cannot guarantee delivery times due to factors out of our control, e.g. post service not running on schedule, customs delays etc.

DO YOU SHIP INTERNATIONALLY?

Yes, we ship worldwide! Please see our Shipping & Delivery section for more information on costs and delivery time. Please note though that all customs and duties taxes are the responsibility of the customer and are not covered in the shipping fee. Please see your local post office for more information on these fees.

WHAT IF MY ADDRESS IS INCORRECT?

In this case, you will need to contact our customer care team as soon as possible to amend your address before dispatch. If you provide an incomplete address, you will be contacted for the correct shipping address before we can dispatch your order.

RETURN AN ORDER

HOW DO I RETURN AN ITEM?

Please see our Returns Policy for return instructions and policies.

I HAVEN'T RECEIVED MY RETURN LABEL

Please ensure to check your junk/ spam folders in case the label is not successfully being delivered to your inbox. If you still can't find it, please email our customer care team and we can look it up for you :)

CAN I RETURN AN ITEM FOR A REFUND?

We offer refunds only if your item is deemed faulty by the manufacturer. Reasons like incorrect sizing/ change of mind/ delivery delays, etc are not eligible. For more info, please see our Returns Page.

CAN I RETURN A FINAL SALE / SAMPLE ITEM?

No, our final sale and sample items cannot be returned or exchanged.

MY RETURN HAS ARRIVED. HOW LONG DOES IT TAKE TO RECEIVE MY ONLINE CREDIT?

Once your return has reached our warehouse – please allow up to 3 business days for our returns team to process your return and issue an online store credit.

For exchange, please allow up to 5 business days for your order to be processed.

ONLINE CREDIT/ GIFT VOUCHER

HOW DO I USE ONLINE CREDIT/GIFT CARD/ DISCOUNT?

During the payment stage at the checkout, fill in the “Gift card or discount” section by copying and pasting the code attached to the your online credit/gift card. Be sure to hit "apply" once entered.

HOW LONG DO ONLINE CREDITS LAST?

All online credits expire 1 calendar year from date of issue.

I HAVEN'T RECEIVED MY ONLINE CREDIT

Please ensure to check your junk/ spam folders in case the code is not successfully being delivered to your inbox. If you still can't find it, please email our customer care team and we can look it up for you :)

WHY IS MY CREDIT NOT WORKING?

A store credit may not apply at checkout for any of the following reasons:

- Your cart value does not meet the minimum spend amount, the issued amount must be used in full.
- The store credit has not been entered correctly – possibly incorrect spelling or added spaces.
- You didn't use the same email address issued with your store credit.
- The store credit has expired – please contact our customer care team for assistance.

CAN I GET A REFUND INSTEAD OF A STORE CREDIT?

No, we cannot refund your order instead of online credits. If you need to extend your online credit for future use, please contact our customer care team.

PAYMENT METHODS

WHAT PAYMENT METHODS DO YOU ACCEPT?

We currently accept:

Visa, Mastercard, PayPal, Afterpay and Shop pay.

WHAT IS AFTERPAY AND HOW DOES IT WORK?

Afterpay means that you can have your new item immediately and pay for it in manageable chunks. Just sign up as an Afterpay customer and we'll do the rest!

Please note, to use Afterpay you must be over 18 and a resident of Australia.

Nominate the debit card or credit card you want to use and they will schedule your automatic payments for you-- ta-da! 

STOCK QUERY

CAN YOU PLEASE CHECK IF A STOCKIST HAS THIS DRESS?

Unfortunately we don't have any access to what stock our stockists currently have in their store, but you can find your local stockist via our stockists' page.

THE ITEM I WANTED IS NO LONGER IN STOCK. WILL IT BE RESTOCKED ANYTIME SOON?

If there is a particular item you are after but is no longer available on the website, please contact our team at online@bariano.com.au where they will inform you on whether this item will be restocked. 

CUSTOM ORDER

CAN I PLACE A CUSTOM ORDER?

We can customise most styles (sizes, colours and even small design changes to garments!) just email us at online@bariano.com.au and we can check with production for you :)

WHAT IS THE TIME FRAME & COST FOR CUSTOM ORDER?

Time frame for custom orders is 10-12 weeks from order placing and costs depend on the change, but start at an additional $150 on top of the original RRP.

BRIDAL

DO YOU OFFER DISCOUNT FOR BRIDAL PARTY?

Yes, we do! We offer 15% off for orders of the same dress (or dresses of similar colours), of 3 or more items. For more information, please email online@bariano.com.au or ask your local stylist.

CAN I BOOK FOR A BRIDAL APPOINTMENT?

Absolutely! Simply email us at online@bariano.com.au with your name, contact details, availability so we can allocate a session for you :)

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