FAQ | Noni B | Noni B Australia

Most Common Questions

How long will it take to receive my order?
Orders within Australia will be delivered within 5-10 business days from the day you place your order. Orders within New Zealand will be delivered within 7-20 business days from the day you place your order. Delivery may take longer in remote or regional areas or during sale periods. See our Shipping & Delivery page for more information.

How do I return or exchange an item?

We’re so sorry you weren’t 100% happy with your purchase. To make things simple, we’ve created a guide for returning your item, either online or in person. The short version is that we are happy to accept returns, either for exchange or refund, as long as your item is eligible. This means:
It is within 30 days of when you received your item
The item is unworn, in its original condition and has tags still attached
You have a proof of purchase
Certain conditions may apply. It is best to see our Returns Policy for the full guidelines.

How long will it take to receive my refund?
We strive to return your funds to you as quickly as possible. This can take up to 15 business days, as we are only able to begin processing a refund once we have received your returned items. Please allow for a little extra time during busy periods (such as Christmas, Easter or large sales) as it may take longer for Australia Post to get your package to us. For faster refunds, you may be eligible to return your goods in store. Please see our Returns Policy for more information. In this case, please be aware that it still may take a few days for your financial institution to return the funds to your account.

The item I want is not online or in my local store?
We know what it’s like to miss out on that perfect piece, so that’s why we try our hardest to keep up with stock demands both in stores and online. However, some popular items may sell out quickly. If you’re looking for something in particular that doesn’t seem to be available, please contact our Customer Care Team and they will try to locate your style in a nearby store.

My Account

How do I create a new account?
Click ‘Register’ in the top right hand corner of your screen. By filling in your details, you are both creating an online shopping account and signing up to our Noni B VIP Program You can also create an account by filling your online shopping bag and clicking through to Checkout. You will be prompted to either checkout as a guest or create an account.

How do I update my delivery and payment details in my account?
Each time you checkout, you will have the opportunity to update your delivery address and preferred payment option. You can also change these by logging in to your account (click ‘Login’ in the top right hand corner of your screen) and find the ‘My Details’ section.

I have forgotten my password
Not a problem! Simply click ‘Login’ in the top right hand corner of your screen and follow the Forgotten Password link. This will send instructions to your e-mail address on resetting your password. For security purposes, we cannot e-mail you your current password. If you are still having trouble, please contact our Customer Care Team.

How do I sign up for your VIP Program?
We make it easy for you to receive our fantastic benefits. By creating an online account at Nonib.com.au, you will be automatically signed up to the Noni B VIP Program. You can also become a VIP member by signing up in store. Simply ask one of our friendly team members on your next visit.

How do I unsubscribe from Noni B e-mails?
We’re very sorry to see you go, but of course you’re free to unsubscribe at any time. Simply go to the latest Noni b e-mail you received and click the Unsubscribe link at either the top of bottom of the e-mail. You can also unsubscribe by contacting our Customer Care Team. It may take up to 5 business days for your details to be fully removed from our system.

Shopping Online

Do I need to sign up to place an order?

Not at all. We love our regular customers as well as those who are just looking for a one off treat. Simply fill your online shopping bag and complete the checkout process. You are then able to opt out of creating an account.

What are the benefits of creating an online account?

Online shopping is a little easier when you sign up for an account at Nonib.com.au. Your account will:

Remember your delivery details for faster checkout.

Allow you to keep track of your orders and refunds.

Give you access to our Noni b VIP Program for exclusive sales and offers.

Is it safe to shop with you?

We believe in maintaining your privacy and the security of your personal information. Our website and payment provider is equipped with the most up-to-date online security protocols to ensure your information is kept out of dangerous hands. We do not store your credit card details directly. Wlane.com.au uses eWay, a safe, online payment provider that uses an encrypted security measure (known as “Cookies”) to store your credit card information for easier checkout. Please read our Privacy Policy for more detailed information.

What are cookies?

Have you ever wondered how your favourite websites remember what’s in your online shopping bag or have your login information all filled in and ready to go? That is the work of cookies, a tiny piece of encrypted data sent from a website to your computer that allow a website to remember your internet browser. This means a faster, easier process for you as an internet user – without sacrificing the security of your personal information. For more information about the use of cookies, please see our Privacy Policy.

What payment methods do you accept?

Noni b online accepts the following forms of payment:

Credit cards (Visa, Visa Debit, MasterCard, AMEX)

PayPal

Afterpay

Zip Pay

Are your prices in Australian Dollars (AUD)? Do they include GST?

All prices are listed in AUD. To view prices in New Zealand dollars (NZD), change your country selection from the menu on the top right hand corner of your screen. All prices include GST and other taxes. Some orders over NZ$400 shipped to New Zealand may incur addition custom duties charged by NZ Customs. These charges and duties are the responsibility of the customer and will not be refunded by W.Lane.

How can I find my correct size?

It’s difficult to guess your size when shopping online, so we’ve created a simple Size Guide to help you compare your measurements and find your best fit. Happy shopping!

I want to buy an item but it is no longer online or in store

We know what it’s like to miss out on that perfect piece, so that’s why we try our hardest to keep up with stock demands both in stores and online. However, some popular items may sell out quickly. If you’re looking for something in particular that doesn’t seem to be available, please contact our Customer Care Team and they will try to locate your style in a nearby store.

Shipping & Delivery

What are your shipping rates?
We are thrilled to offer FREE shipping on Australian orders over $150AUD. All other purchases under $150 will incur a reasonable $12.95AUD flat fee. At this time we are unable to offer free shipping on orders to New Zealand. All orders within New Zealand are charged a flat rate of $15AUD. See our Returns Policy for more information.

How do I know that my order has shipped? Can I track it?
When you order with us, you will first receive an order confirmation via e-mail. This is to notify you that your order was received by us and we are working on fulfilling it. Once your order is dispatched from our warehouse, we will send you a shipping confirmation with a unique tracking number. Simply enter your tracking number at Australia Post Tracking Page for up to date information on the status of your package. Sometimes it may take up to 24 hours for the tracking information to appear on the Australia Post website.

I entered the wrong delivery address for my order. How do I change it?
Unfortunately we are unable to change details of your online order after it has been placed. You will need to contact our Customer Care Team to resolve this issue.

I need to cancel or amend my order.

Please ensure to the best of your ability that your order and delivery information is correct, as we are unable to make amendments after an order is placed. Unfortunately we cannot make changes to:

Delivery address

Colours and sizes

Adding or removing items

Applying discounts and rewards

Full order cancellations

If possible, you will need to accept the package and complete the Returns process to receive a refund, then re-order with the correct sizes, items or discounts. If you have any further questions, please contact our Customer Care Team.

Will I have to sign for my delivery?
We offer two Australia Post delivery options for you choose from at checkout. Standard Delivery: A signature will be required upon delivery. If you are not home, a card will be left advising you which post office to collect your parcel from. Authority to Leave: You do not need to sign. If you are not at home, your parcel will be left on your doorstep or in a safe place. In this case, there is a small risk of damage or theft. Noni b cannot be held liable for any parcels that are damaged, lost or stolen as a result of selecting this delivery option.

There is something missing from my order. What do I do?
On occasion we don't send everything you've ordered at the same time. Check your dispatch emails to see if any of your items will be arriving separately. If your order has been sent separately, you will receive two tracking emails and will be able to track each item online. Alternatively, if we have indeed left an item out, please contact our Customer Care Team.

Do you ship internationally?
We currently only ship to Australia and New Zealand.

Do you deliver to PO Boxes, military addresses or Parcel Lockers?
We can deliver to PO Boxes, military addresses or Parcel Lockers within Australia. Deliveries to New Zealand must be sent to a street address.

Returns & Exchanges

Do you accept returns and exchanges?

We want you to be happy with your purchase and if you’re not, we want to help. Noni B accepts returns and exchanges on almost all items under the following conditions:

It is within 30 days of when you received your item

The item is unworn, in its original condition and has tags still attached

You have a proof of purchase

Are there any items I cannot return?
Due to personal hygiene reasons, we do not accept returns on swimwear, underwear and earrings.

How can I return my item?
There are several ways to get your items back to us. Please see our Returns Policy for the complete step-by-step guide.

How can I exchange my item?
Need a different colour or size? Or perhaps you’d just like something that better suits your personal style? You can exchange your purchase at any Noni B Store. The standard requirements for returns still apply. Please note that exchanges can only be provided in store. If you purchased something online and want to return it to us my mail, we will process it as a refund and you will need to place a second order for your correct item online.

How long do I have to return an item?
You have 30 days from when you received your parcel or, if you purchased in store, 30 days from date of purchase to return your item. Remember to have your proof of purchase handy for any returns or exchanges.

I’ve received a gift that isn’t quite right. Can I return or exchange it?
While mum always said “It’s the thought that counts”, sometimes there’s nothing wrong with swapping a gift for something you’ll really love. We are happy to return or exchange an item you received as a gift as long as all the standard requirements are met. If you do not have a receipt, simply present the order confirmation as proof of purchase (which should have been delivered with your item).Please note that if you require a refund, one will be provided in the form of a Noni B Gift Card / Voucher.

What can I do if there is something wrong with my order?
If you notice a fault or defect with any items in your order, please contact our Customer Care Team right away. We can arrange for the faulty item to be return free of charge and a replacement sent to you as quickly as possible.

How long will it take to receive my refund?
We strive to return your funds to you as quickly as possible. This can take up to 15 business days, as we are only able to begin processing a refund once we have received your returned items. Please allow for a little extra time during busy periods (such as Christmas, Easter or large sales) as it may take longer for Australia Post to get your package to us. For faster refunds, you may be eligible to return your goods in store. Please see our Returns Policy for more information. In this case, please be aware that it still may take a few days for your financial institution to return the funds to your account.

Do you refund sale items?
Yes, we do. The standard procedures and requirements apply for the return or exchange of sale items. Please see the Returns Policy for more information. If you purchase an item that is noted as being Final Clearance or Outlet, we are unable to process a refund online. However, these items are still able to be returned or exchanged in store.

Where can I find the promotion Terms & Conditions?
Please click here for our Promotional, discount and voucher Terms & Conditions

I have a promotional code or voucher. How do I use these online?
Simply fill your online shopping bag and click through to Checkout. There will be a field to enter your promo code or voucher code. The discount will then be applied to your shopping bag.

I’m having trouble applying a code to my purchase. What can I do?
In some instances you may be required to log in to your account in order to redeem a discount code or voucher. Are you trying to add more than one code per order? Many promotional codes and vouchers can only be used once per order or once in total. Check the Terms & Conditions of your voucher for details. If you are still having trouble redeeming your discount, please contact our Customer Care Team.

Click & Collect

What is Click & Collect?
Click & Collect is a free service which allows you to have your online purchases shipped to your local Noni B Store. There are no delivery charges and no waiting around for the post. Simply place your order, choose the Noni b store most convenient for you and we’ll send you an e-mail or text (SMS) when your order is ready to collect.

When will my order be ready?

If you place your order before 3pm, your order will be ready to be picked up that same day!
We’ll send you an SMS when your order is ready.
Please Note: During sale and promotional periods Click & Collect may be temporarily unavailable or take longer to get ready

Can I cancel my Click & Collect order?

Unfortunately once an order is placed we are unable to cancel it.
We have a range of ways you can return an item and are happy to provide a refund within 30 days of purchase provided they are NOT Final Sale items or Third Party Seller items.
Returned items must be in an unused condition, in its original packaging including tags attached and accompanied with the Receipt, Returns Slip or a copy of the Invoice.
For hygiene reasons and to protect your health and the health of others, we are unable to refund or exchange pierced earrings, underwear or swimwear. All refunds exclude delivery charges.
Please refer to our Returns Policy.

Does Click & Collect cost?

Click & Collect is a free service for all our customers. You only have to pay for the items you purchase.Even if not all items in your order are available at the store, and your whole order is sent to your home address from our warehouse, we will still not charge you for delivery.

What do I need to bring to pick up my order?
Please bring photo identification and a copy of your order confirmation (printed, or on your smartphone). Please note that if you do not have either one of these items, your order may not be released to you.

Can somebody pick up my order on my behalf?
Yes. You will need to nominate a representative before you complete your order and add their name to the order form. Once you have received confirmation that your order is ready for pick-up, your representative will need to present this confirmation, along with photo ID, at your preferred Noni B Store.

How do I return any items I do not want?

We have a range of ways you can return an item and are happy to provide a refund within 30 days of purchase provided they are NOT Final Sale items or Third Party Seller items.

Returned items must be in an unused condition, in its original packaging including tags attached and accompanied with the Receipt, Returns Slip or a copy of the Invoice.

For hygiene reasons and to protect your health and the health of others, we are unable to refund or exchange pierced earrings, underwear or swimwear. All refunds exclude delivery charges.

Please refer to our Returns Policy.

Why aren't all your items available for Click & Collect?
Unfortunately not all items on our website are available for Click & Collect. These include all Final Sale and all Third Party Seller items.

What happens if not all of my Click & Collect order is not available?
Unfortunately, if not all items in your order are available at the store, your whole order will be sent to your home address from our warehouse.

What if I'm late picking up my Click & Collect order?

You have 28 days from the day you order before your order will be sent back to our Online Returns Warehouse, where the refund will be processed.

Our store team will do their very best to send you reminders, but unfortunately we can’t guarantee this service.

Ezibuy

Can I sign up for Afterpay, Zip Pay or Paypal through you?
You will need to create an account with each of these payment systems before purchasing on the W.Lane website. Please visit Afterpay, Zippay or Paypal to do this.

Can I return items paid for with Afterpay, Zip Pay and Paypal?

Afterpay: Afterpay purchases can only be returned to our Online Returns Warehouse. See our Returns Page here. Please see our online Returns Policy. for more information.
Zip Pay: Online returns only. Your refund will be credited to your Zip Pay account. Should you want a refund from Zip Pay, please contact Zip Pay directly.
Paypal: Online returns only. Your refunds will be credited to your Paypal account.

What are the full Terms & Conditions of Afterpay, Zip Pay and Paypal?
For issues or questions relating to these payment systems, please contact Afterpay, Zip Pay or Paypal directly.
Afterpay: Frequently Asked Questions
Zip Pay: Frequently Asked Questions
Paypal: Frequently Asked Questions