store policies

shipping

All orders will be carefully packaged and shipped via Australia Post and will be subject to their Parcel Post delivery times. Once an item has been sent I have no control over when it will be delivered and sometimes Australia Post does experience delays, however, a tracking number will be provided for every order. Orders will be posted within 1 business day of payment being confirmed and standard postage is free to anywhere in Australia. Unfortunately, due to insurance constraints, international shipping is not currently available.

returns/exchanges

Should your order arrive and is not what you expected, please contact me within 7 calendar days to discuss how I can help. Please inspect your order when it arrives and make contact immediately if it is damaged or incorrectly shipped. I am an advocate of slow fashion so aim to avoid fashion waste and want your garment to be loved and lived in, so understand that sometimes you will wish to exchange an item for something else. In the event of an exchange being requested, you will be responsible to pay the shipping costs of returning the item as well as a pre-paid satchel for me to send your new item back to you. Items returned without first contacting me will not be accepted. Discounted items or gift cards are unable to be returned.

Refunds are not given for a change of mind, but only if an item is found to be faulty.  Should you be completely disappointed with your item please contact me immediately when it arrives.  I will discuss a refund with you if it does not meet the quality you expected and as described here.  The item will need to be returned (at your cost), in unworn and unused condition, with proof of purchase, before I can proceed with the refund process.  The time taken will be directly affected by bank processes and how long it takes for you to return the item.  I cannot refund an item returned without first contacting me.

customer service

Bekilou cannot exist without the loyalty of happy customers. Your support of my small business is always very much appreciated and never taken for granted. As such, you can expect any interactions you have with me will be handled with the utmost care and respect.  In return, I appreciate your kindness towards and support for my efforts to build a sustainable small Australian business offering unique garments for you to enjoy.

Bekilou is a one-woman home-based operation that manufactures every unique garment individually, so the bulk of my time is dedicated to garment creation. Though you may receive a response after hours at times, my main working hours are 9am to 3pm Monday to Friday (AEST/AEDT), and you can expect a response within 24 hours and during these business hours, if not before. You may also direct message me via social media for general enquiries.

You understand at the time of ordering that your order payment confirms your commitment to your order and is non-refundable. Please see the returns/refund policy for further details. Items are posted within 1 business day of an order being placed.

privacy & safety

The privacy & safety of your personal data is of the highest importance to Bekilou. Any customer-specific personal and payment details are only used by Bekilou for the purpose intended and they will never be made public or sold for use to a third party.  Bekilou uses Square and PayPal as payment providers and to record your order details, which are bound by their own privacy policies to ensure the security of your personal information. 

I appreciate the benefits of social media in my business, whilst also acknowledging the hazards of privacy on those platforms.  I will endeavour to seek permission to use images directly communicated with me outside of social media for any promotional activities should the images be appropriate.  For images that you share or tag back to Bekilou, I will rightly assume you are happy for that image to be in the public online domain, and as such freely available for Bekilou to use on social media or website platforms. 

Bekilou will operate within the guidelines of Facebook and Instagram privacy policies and will not be held personally or legally responsible for breaches of your privacy should it occur on these platforms, or any other social media online platform in the future and outside of our control.  Should you have a concern with my service I would appreciate direct contact rather than airing your grievances via social media.  While I have nothing to hide, misunderstandings do occur and I would prefer the opportunity to address your frustration or disappointment directly. In this case, I reserve the right to delete or remove from my social media any inappropriate and intentionally damaging content.

privacy statement

Bekilou respects your right to privacy, endorses fair information handling practices, and is committed to safeguarding the information of our visitors and customers. Bekilou does not collect or record personal information, except that which you provide freely via specific forms for subscriptions and purchases. Any information collected will only be used to provide you with further information requested, and assist you with enquiries and orders. I use email to respond to user queries only and emails will not be kept other than for the reason for the email. Your email address will not be added to a mailing list or given out to others without your knowledge or consent. Any information provided will be treated as confidential and used only by Bekilou and only for the purpose intended, unless in exceptional circumstances where authorised by law.

In case you are providing personal information for other individuals when submitting an application form to us, by accepting this privacy statement via the form and submitting this form to us, you confirm that you have obtained their consent for providing their personal information to Bekilou.

Google Analytics will be used to collect data on visitor frequency and patterns to improve the functionality of our website and store. Any information gathered from Google Analytics is not used for the identification of any of our visitors.

Bekilou is committed to protecting your personal information, following the principles of Privacy and Data Protection Act 2014 (Vic). Any personal information collected, held, managed, used, disclosed or transferred will be held in accordance with the Privacy and Data Protection Act 2014 and other applicable laws.

You may contact Bekilou to request access to your personal information, or for other concerns regarding the privacy of your personal information, by emailing hellobekilou@gmail.com

warranty

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

payment methods

- currently via Etsy