Faq
Orders
How do I apply a discount code?
If you obtained a discount code as part of our new subscriber sign-up promotion, through our social media channels or via our newsletter, you must manually apply the code via the checkout page. They are not automatically applied.Please note, all discount codes will have an expiry date and cannot be reissued. Additionally, we are unable to apply a discount code to any order after it has been placed, nor can we provide a partial refund.Discount codes can not be used in conjunction with any other promotions.
How do flash sale discount codes apply?
All flash sale promotions run through our website will automatically apply the discount for the selected styles at checkout. A discount code will not need to be entered.Only items included in the promotional flash sale will reflect the discount offered – If you are not seeing a discount reflected at checkout, this is likely because the item(s) in your cart are not applicable to the sale, or the promotion has ended.Unfortunately any order placed outside of our promotional period is not eligible to receive the discount.
How do I use a credit note?
All gift vouchers that are issued as a reimbursement method for a garment return, will be issued via email. Please allow up to 3 business days for your gift voucher to be processed (plus an additional 2 business days during busy sale periods).The email will contain a voucher number + pin code that you must apply at the Cart.The gift voucher will remain valid for 12 months, or until the full amount is exhausted. All Quietly Pure store credits are only redeemable via the Quietly Pure website.Once expired, your voucher will be void and cannot be redeemed after the expiry date. We are unable to convert any remaining balance into a monetary refund.
Can I update the contents of my order?
Although we try to accommodate our customers, unfortunately we are unable to make any changes to an order once it has been placed. If you wish to cancel your order and proceed with a new one, please urgently call our Customer Care Team within business hours on +1 408 641 7128 and they will do their best to assist.
Can I cancel an order once it's been placed?
If you no longer wish to proceed with your order, our Customer Care Team will be able to facilitate a cancellation at your request. Please urgently call them within business hours on +1 408 641 7128 and they will talk you through the next steps.
Please note, if you contact us outside of business hours, we will try and get back to you as quickly as we can, however we cannot guarantee our team will be able to action your enquiry before your order is processed.
Unfortunately, once an order has been picked and packed, we are unable to make any changes and Shona Joy is not accountable for any errors made when placing your order.
Can I modify my order once it's been placed?
If you have entered the incorrect delivery address at the time of processing your order, please contact us urgently on +1 408 641 7128 or email [email protected] and our Customer Care Team will do their best to assist.
Please note if you contact us outside of business hours, we will try and get back to you as quickly as we can, however we cannot guarantee our team will be able to action your enquiry before your order is processed.
Unfortunately, once an order has been picked and packed, we are unable to make any changes and Quietly Pure is not accountable for any errors made at the time of entering your address when placing an order.
How long will it take to dispatch my order?
All orders placed before 1:00pm AEST, Monday to Friday, will be dispatched within 24 business hours. Orders placed on a Saturday, Sunday or Public Holiday will be processed within 48 business hours. During busy sale periods, please allow 2 additional business days for dispatch.
For shipping timeframes once your order has been dispatched, please find further details on our shipping page here.
How can I track my parcel?
Once your parcel has been dispatched, you will receive a tracking number via email.
If you are unable to locate your tracking number, please first check your junk and spam folders.
Any delivery date or time specified by Quietly Pure is a best estimate only. Additionally, Quietly Pure is not liable for any loss or damage suffered through any reasonable or unavoidable delay in delivery.
Will I have to pay duties and taxes on my international order?
As we’re shipping from Australia, for all New Zealand orders, the shipping cost added at the time of checkout does not include possible taxes and duties, which may be applied by customs in the country where the order originated. The responsibility for any customs duties, foreign taxes or other fees, which may be imposed, will rest with the customer. Please contact your local Customs Office for further information or estimations on these costs.
If you do not wish to pay the duties and taxes required to import your goods into the country where the order originated, please contact us at [email protected] and our team will attempt to have your parcel returned to sender.
What if my order presents a risk of fraud?
Any order that presents a risk of fraud, may be held until your identity can be verified. To verify a payment’s authenticity, we will ask for proof of identity (listed below). This process is to minimise credit card fraud and fraudulent activity. If you have any concerns or questions with this procedure, please contact our Customer Service Team at [email protected] before making a purchase.
If your order presents a risk of fraud, our team will require the following as proof of identity:
– 2 x versions of photo ID for the owner of the card / payment method used to process the order (Ie. passport, driver’s license, or state identification card).
– A copy of the statement for the card / payment method used to process the order, showing the banks name, the cardholders name and address, and the last 4 digits for the card used.
Any personal information provided will be deleted once verified.
Returns
How long do I have to lodge my return?
All garments eligible for return must be lodged into our return portal within 14 days of delivery. After this 14 day period, all sales are final.
You can locate the return portal at the bottom of our “Returns” page on our website.
Please note that all returned garments must be in original condition, unworn, with all the tags attached and in the same packaging that they arrived in. If your return does not meet this criteria, it will not be accepted and will be sent back to the address on file.
What if I receive a faulty item?
When you receive your order, please inspect all items carefully before trying on – if you notice a fault, please contact our Customer Care Team immediately at [email protected] and ensure you include your order number and a photo of the fault within your email. The Customer Care Team will respond as soon as possible with a desired solution.
Can I exchange an item for another size?
Due to the limited nature of our pieces, Quietly Pure does not facilitate exchanges. The only exception to this is if your garment is faulty or an order error has taken place. We will of course then look into an exchange. Please note this is dependant on stock availability.
Can I return a sale item?
Unless deemed faulty by the Quietly Pure Customer Care Team, any permanently marked down garments on our website are final sale and cannot be returned for a credit note, exchange, or refund.
If you believe your garment is faulty, or if you have any questions regarding sizing, fabrication or fit, please contact our Customer Care Team at [email protected] or call us on +1 408 641 7128.
Please note, if your garment is deemed faulty by Quietly Pure, a refund is only provided if a replacement is not available or the item cannot be repaired.
Does Quietly Pure offer refunds?
All full priced garments are eligible for a refund within 14 days of your parcel being received. The same policy applies to full price garments even if a 10% Welcome code or Birthday Code is applied to the order.
All promotional items (where a flash sale discount has been applied to a full price garment) are eligible to be returned for a store credit only.
All garments purchased from the Sale or Outlet categories are final sale unless deemed faulty by our Customer Care Team. An indication of the final sale status is if the original RRP has been crossed out and there is a new final sale price next to it.