To our Customers and Community,
As the COVID-19 crisis continues, we have been working through how we can best communicate and update you during this challenging time. Our greatest priority is the health and safety of all of our team members, you our valued customers and the wider community.
We are excited to be back and trading. Please note that our trading has changed. Please check our trading hours on our contact us page here and check back regularly before you plan your trip to visit our store.
We will be adhering to strict social distancing rules and can only permit a maximum of 15 people in our stores at any one time. We will still be taking extra precautions with safe cleaning procedures by washing our hands often and wiping down all surfaces in store.
In these uncertain times, we understand that most of you are very anxious and we want to be as transparent as possible with how we are dealing and coping with the current situation so we've made a list of FAQs they may assist you.
Are you still trading online?
Yes, we are currently still trading as normal online. We will update you of any changes.
How long is shipping?
We have been advised by Australia Post that there are delays in deliveries due to closed borders locally within Australia and around the world. We ask that you allow extra time when placing your order for a specific required date. Please add a few extra days onto what is listed in our shipping policy.
For international orders, please click here for Corona Virus updates with Australia Post. We can not update our shipping tables and times listed on our shipping page and check out as this changes regularly and affects all countries worldwide.
*We recommend choosing express post for a more reliable and prioritised service.
I have an online pre-order item, will I still be receiving this?
Our pre-orders are still running as scheduled so we will dispatch your order as soon as it arrives. Please check under you items product description for the ETA on when your pre-order is due to arrive.
I have a formal dress on pre-order, is it still coming?
We place your dress order with our suppliers as soon as you place it with us so it is confirmed for the stated delivery time. We haven't experienced any delays at present but will be sure to let you know. We will be in contact to let you know when you order has arrived.
My event has been cancelled/postponed, can I get a refund?
As per our returns policy, we unfortunately can not issue a refund on any orders as when we place the order with our supplier, we are required to pay for it and are also not entitled to a refund by them. We are more then happy to offer you an exchange or store credit that you can use to purchase something else from both our stores or online.
My pre-order formal dress has arrived but I am unable to pick it up. What can I do?
We will be happy to send your dress to you free of charge if you are not able to collect your dress. Please contact us to arrange this.
I can't afford to pay the balance owing on my formal dress due to the current crisis. What can I do?
Although it is our policy that all orders are to be collected within 4 weeks of delivery and all outstanding balances paid for in full, we are willing to extend this timeframe for a reasonable time until you can. Please contact us to discuss this.
During times like this it is important that we all stay connected, so in the coming weeks we will be sharing regular updates on our social channels and via email. Please connect with us via these channels.
As we all continue to navigate through these unique and evolving challenges, we want you to know that Miss Runway is here for you. We appreciate your continual support and strongly believe that if we support each other, we can get through this.
Please call us on +61 416 088 975 or send us an email with any questions or concerns.
Stay strong, Stay healthy & Together we will beat this!
Love,
Team MRB xx
