Do I need to have an account to place an order?
You can choose to use our guest checkout to place an order or you can create an account during purchase. By creating an account you can check out faster, track your orders, update your profile information for future orders and many more.
I have forgotten my password
Don’t worry, it happens. Just go to My Account, click on Forgot your password? and enter the email address you registered with. You will receive an email shortly reminding you of your password.
What are the delivery charges?
Our shoes are sent via Australia Post Express courier services, and shipping times are usually between 2 to 5 working days, depending on the destination. Shipping costs are added to the order total before checkout.
Any taxes or duty fees incurred to ship abroad are the responsibility of the customer and these costs cannot be reclaimed from Pretty Ballerinas.
New Zealand Customs and Duty fees
Note that orders in AUD which are equivalent to NZ$200 shipped to New Zealand may incur GST, customs charges and duties charged by the NZ Customs Service once the parcel reaches its destination port and must be paid by the recipient directly to the NZ Customs Service or its authorized service provider. Pretty Ballerinas is not responsible for and will not reimburse any of these charges and duties. Please note that separate orders placed on the same day will still be subject to the customs charges and duties.
Customs charges and duties are the responsibility of the Customer and will not be refunded by Pretty Ballerinas. There are limited times when only the duty and GST can be refunded to you by the NZ Customs Service. Please find out more here: http://www.customs.govt.nz/features/internetshopping/Pages/Refunds-when-you-return-an-item.aspx.
Refer to http://www.whatsmyduty.org.nz/whats-my-duty for a general estimation of GST and customs duties.
We reserve the right to change our delivery prices without notice.
Where does PrettyBallerinas.com.au ship to?
Pretty Ballerinas ships to within Australia and to New Zealand.
We do not deliver to PO Box addresses. Please provide a full delivery address and telephone contact number when you place your order to avoid delays.
How long do deliveries take?
We aim to dispatch your order the same day, but please allow up to 7 working days from confirmation of order for delivery. We will email you once your order has been dispatched.
Has my order been dispatched yet?
When we dispatch your order, we will send a dispatch confirmation email to let you know your shoes are on their way. If you have not received this email after 7 working days after placing an order, please email us at email@example.com
Can I ship to an alternative address?
You can choose to get your shoes delivered to an address other than your billing address. Just enter this address during the checkout process. We are unable to change the address once the order has been placed.
Do I need to sign for my order?
All orders require a signature upon delivery. Please ensure you enter the delivery address where someone will be present to sign for the delivery.
How long do I have to return my shoes?
You can return any item for an exchange within 14 days of purchase.
How do I return an item?
Please email us at firstname.lastname@example.org to request a Merchandise Return Form (which shows a unique Merchandise Return Number). Use this form to indicate the new size / model required for exchange. Please print and return this form with a copy of your invoice and the items to be returned. Note that returned items must be unworn and in their original box. Note that we do not refund postage cost for returned items but waive postage for the exchanged items. We try hard to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
Please return your order to:Pretty BallerinasShop 3004Level 3, Sydney WestfieldPitt Street,Sydney NSW 2000
Only shoes that are unused, unworn, and returned in their original condition and packaging will be accepted. Use a guaranteed delivery or postal service, with a tracking number. Pretty Ballerinas is not liable for goods in transit until they reach our store. Once your goods are accepted back into stock, you will be issued with an exchange.
How long does it take for a return to be processed?
Exchanges usually take 3-7 working days. Once we have processed your exchange, we will send you an email to let you know it has been processed. If we are unable to provide you with an exchange, we will send you an email to notify you.