FREQUENTLY ASKED QUESTIONS


> PAYMENTS
> ORDERS
> REFUNDS
> CLICK & COLLECT
> AFTERPAY

PAYMENTS

All major credits cards are accepted instore and online.
The online store also accepts payments through Paypal and Afterpay.

ORDER

HOW LONG WILL MY ORDER TAKE?

Track your parcel with the tracking number provided in your shipment confirmation email here.

  • Australian Domestic orders All orders made before 12pm midday will be despatched the same day.
    Any order after this time will be despatched the next business day. i.e orders after Friday 12pm will be despatched Monday morning. Please allow 1-2 business days for metro delivery and up to 5 business days for all other areas.

  • International Orders are sent via DHL and delivery times are dependant upon destination country. Most orders will be delivered within 10 days.



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MY ORDER IS STUCK AT CUSTOMS, WHAT DO I DO?

Please note that on occasion international orders may be held by customs - MJ Bale is not responsible for any customs and duties charged. It is the responsibility of the buyer to investigate these charges before making a purchase. They will provide you with details on how to address any fees and clear your item for delivery.

 

I’M ORDERING FROM OVERSEAS, DO I HAVE TO PAY GOODS AND SERVICES TAX (GST)?

All international orders are subject to Australia’s Goods and Services Tax of 10%. MJ Bale will issue a commercial invoice with all International orders.

REFUNDS

Please read our full refund policy here.
REFUND FORM can be downloaded here

I want a refund…

Refunds and exchanges can be made instore for both online and instore purchases. Online can only process online transactions. You must bring your receipt/proof of payment. For online transactions you can show your Order Confirmation email. Refunds can only be processed against the same card used to make the purchase.

I MADE MY ORDER USING AFTERPAY. CAN I STILL RETURN IT?

AFTERPAY orders can be exchanged instore, but for a full refund they must be returned to MJ Bale Online store.

My item is faulty…

All faulty items must be inspected by an MJ Bale staff member instore or by the MJ Bale Online team before a refund can be issued. Reasonable wear and tear is not deemed a fault.

Are there any products exempt from a refund?

  • Sale items and items bought on promotion are only valid for exchange unless faulty.

CLICK & COLLECT

WHEN CAN I PICK UP MY ORDER?

Once you place your order, it will be picked and packed at our warehouse and sent direct to your selected store within 1-2 business days. When it arrives instore, an email will automatically be sent notifying you it is ready for collection. PLEASE WAIT until you receive this confirmation BEFORE heading in to store.

I no longer want my item...what do I do?

You are instore and have collected your parcel.

Once you have collected your item, the store can process a refund/exchange as per normal procedures (exception Afterpay, see below).  You must show ID and the card being used for the refund must be in your name/name of the order.

You haven’t gone into store yet and want to cancel via phone

Please contact the collection store (details on the email sent to you) and provide them with your Name and Order No so they can make a note. Your order will need to be sent back to Head Office where the refund will be processed. Store CANNOT refund you as they require a physical card.

I can’t make it to the store any time soon.

  • That’s OK – call the collection store and let them know your intended pick up date and they will make a note on your order.

I now want my order sent to my home address.

  • Due to system limitations, once an order is sent via Click & Collect adjustments cannot be made to alter the delivery address. You will have to arrange for pick up separately.

AFTERPAY

How does payment work?

Once you process your payment through Afterpay on the MJ Bale website, you have a direct agreement and payment plan with Afterpay, NOT MJ Bale.

  • If you are a NEW Afterpay customer, they will deduct the first 25% payment immediately, and subsequent payments each fortnight over the next 6 weeks.

  • If you are an existing Afterpay customer, no money will be taken at purchase. The first 25% payment will be deducted 2 weeks after the order date and subsequent payments each fortnight over the remaining 6 weeks.

  • Afterpay will provide their own emails and notifications alerting you when payment is due to be taken. ALL contact regarding payment should be made directly to Afterpay.

What happens if I want to refund my Afterpay order?

  • All returns can be processed as normal via MJ Bale Online. They CANNOT be returned to any other store. Once the Online team receives your order, they will process the refund through the Afterpay portal. Afterpay will then issue your refund directly. Please allow up to 5 days for funds to appear in your account.

What happens if I return part of my order?

  • The process as above applies. The MJ Bale Online team will process a partial refund with Afterpay and Afterpay will credit this amount to any balance owing or refund the amount if full payment has been made.