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Customer Care

  • Frequently Asked Questions

    1. Where do I find information on item size or product dimensions?
    Dimensions of most products can be found on the product page of the item in the section called ‘Product Details’. Please, note that height, width and length are provided in centimetres (cm). Where applicable, you find information on the diameter of an item in the product description itself.

    2. I can no longer see a particular item on your website. Are you still selling it?
    If you cannot find the item on our website then we have probably decided to stop selling it. We want to keep it fresh and bring you new designs regularly. We do regularly re-stock our popular items, so be sure to check back in with us again soon.

    3. It says the item is out of stock. When will it become available again?
    We do regularly re-stock our popular items. But it is sometimes difficult for us to know exactly when an item will be restocked. So, have a look through ‘Related Items’ if you want to buy something beautiful right know. Or, check back in with us soon for new stock arrivals.

    4. I saw one of your products in a magazine or somewhere else online. How do I find it?
    You can use the search function in the top right corner of the website. Type in the product name, the item code or the type of item you saw (for example: ‘Vase’ or ‘Lamp’). Then, hit ‘Enter’. You can also select the item category (for example: ‘Vase’ or ‘Lamp’) under ‘Shop Now’ in the main menu. From there, use the ‘refined search’ option (on the left hand side) to narrow down your search.

    5. What are your shipping rates?
    Our standard shipping rates within Australia are $10 for the first item and $5 for every additional item. You can find all information regarding shipping and tracking of orders, including shipping times, here.

    6. Do I get a discount when I order multiple items?
    We don’t offer discounts outside the offers and promotions on the website. You find these special deals in the main menu under “Wink Wink”. We may offer reduced prices or shipping rates if you would like to buy six (6) or more units of a single item. If that’s the case, click here and we’ll see if what we can do in terms of reduced pricing or shipping. Under “My query is about”, select ‘Reduced rates for ordering 10+ items’. You can find all information on our pricing and promotions, including discounts we provide, here.

    7. How can I track my order?
    We provide order tracking numbers to all our customers who have created a personal account with us.
    If you have an account, you find the order status and Australia Post tracking number in the ‘My Account’ menu under the option “My Orders”. In that section we have also provided the link to the Australia Post website, where you can enter the tracking number. If you have the number ready now, just click here. For more information, please read our Shipping Policy

    If you want to create a personal account with us, please click here. Please, note that order status and tracking information will only be available for order you place AFTER you have created the account. So, for your last order: simply contact us directly by clicking here. Under “My query is about”, select ‘Status of my order’. We can help you faster if you also include the order number in the message.

    8. How long does it take to deliver my order?
    We normally confirm receipt of your order within a few minutes of ordering. Then, we aim to pick, pack and send your order via Australia Post eParcel within 2-3 working days. Shipping transit times depend on the distance you are from our distribution centre in Sydney. As a guide only, please refer to the table below on general transit times within Australia. These timings may vary during different times of the year:

    DESTINATION                     TRANSIT*
    Sydney (NSW,ACT)             2-3 business days
    Melbourne (MEL)                2-3 business days
    Brisbane (QLD)                    3-4 business days
    Perth (WA)                           5-6 business days
    Adelaide (ADL)                    3-4 business days
    Tasmania (TAS)                  Minimum 7 days
    Northern Territory (NT)      Minimum 7 days
    *Once your order has been dispatched by our distribution centre.

    We will to our best to deliver your order on or before any estimated delivery date, however, we cannot warrant or undertake that we will do so. For more information, please read our Shipping Policy

    9. My order never arrived. What do I do now?
    For all Australian deliveries we rely on the services of Australia Post. Parcels do sometimes get lost. Other times, deliveries take longer than expected. You find guidance on average shipping times here. If we provided you with a tracking number (If you have a personal account with us, the number is in ‘My Account’ under “My Orders’.), check the status of your delivery with Australia Post by following this external link to their website. You’re not satisfied with their answer? Contact us by clicking here and we try our best to help you recover your order.

    10. The product I ordered is not what I expected. Can I return the good(s)?
    In cases where you have a problem with an item, please first read our ‘Refunds & Returns’ policy here. We have done our best to display as accurately as possible the item details and colour(s) of each product on our website. And we don’t offer refunds, returns or exchanges for when you change your mind.

    We ask you to not send item(s) back to Have you met Miss Jones without first contacting our team. Contact us here. In “My query is about” select ‘A claim, refund or return’ in the dropdown menu. Make sure you include (in the message body) a daytime and after hours contact number, an order OR invoice number and a brief description of the reason for your claim.

    11. My order arrived damaged. What do I do?
    We guarantee you get the item you ordered and you get it in perfect condition. Our orders are carefully picked and packed before they are dispatched. In the rare event of a wrong item being picked or an item got damaged in transit, we will resent the correct item or replace any damaged product. To lodge a claim for wrong or faulty products, click here. Under “My query is about”, select ‘A claim, refund or Return’. We may ask you to send us a photo of the wrong item or the damaged product. This helps us verify what went wrong, so it doesn’t happen again in the future. Before you lodge a request for refund or exchange, please read our ‘Refunds & Returns’ policy first.

    12. I want to order several units of a particular item but the website won’t let me, why?
    The inventory of our products on the website is updated almost in real time. So, whenever you try to order more units than we have in stock, the website will display an out of stock alert. When that happens, try to reduce the units you want to order until the page displays the usual button ‘ADD TO MY SHOPPING BAG’. Bingo! At that point, that’s the maximum quantity we can deliver.

    13. Do you ship overseas? And what countries do you ship to?
    We do ship to most countries. Our international shipping rates are AU $25 for the first item and AU$8.00 for every additional item. During the checkout process, simply select the country you want to ship to. Don’t forget to provide a valid and complete shipping address. If you can’t find a particular country in the dropdown list, we are unfortunately not able to send your purchase to that country. In case you have any trouble during the checkout process, simply click here to contact us.

    14. I have problems ordering online. Can you help?
    YES! If you have any issues ordering online or questions about us, our products or shopping with us online, simply chat with us or contact us via email. All our contact details are here. Speak soon!

    15. Does the product come with any of the items displayed on the product images?
    All items are sold individually and in units of one (1) – unless specified otherwise in the product description. 

    16. How do I get news on new stock arrivals and events etc?
    Easy. Sign up to our newsletter to receive regular updates on style news, new products, designs and all things Have you met Miss Jones. You can sign up by clicking the envelope on the right hand side of your screen. Then, follow the prompts.
    And, we recommend you create a personal account with us. If you have an account, you gain access to exclusive offers, can track your deliveries and receive other benefits that are for our registered customers only. To create an account, register here.

    17. Can I come pick my order up at your offices in Waterloo?
    No. All of our stock is held in a third party offsite warehouse. We are unable to offer a pickup service to customers.

  • Payment, Prices and Promotions

    You must enter your payment details at the time you place your order. However, payments will not be processed until availability of the products you ordered have been confirmed and your order has been accepted. All prices are and payment must be made in Australian currency.


    Payments Processing
    Have you met Miss Jones uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments. Payments are fully automated with an immediate response.


    Your complete credit card number cannot be viewed by Have you met Miss Jones or any outside party.


    eWAY is an authorised third party processor for all the major Australian banks. eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Have you met Miss Jones. All transactions are performed under 128 Bit SSL Certificate. All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data. For more information about eWAY and online credit card payments, please visit www.eWAY.com.au


    Prices are subject to change. Where applicable, all prices displayed on our website include Australian Goods & Services Tax (GST).

    A shipping fee will apply to all shipments of Have You Met Miss Jones products – unless otherwise specified on this website. An order processing and handling fee may also apply. These are in addition to the quoted price (details about our shipping charges can be found in our Customer Care centre under ‘Shipping & Tracking’ on this website).


    All charges in regards to shipping, order processing and handling are intended to cover the cost of fulfilling and delivering your order. Have you met Miss Jones continuously reviews the practises on how these costs can be kept to a minimum. We do your best to estimate shipping charges as accurate as possible when an exact cost is unavailable at the time of your order.


    Occasionally, we will offer special promotions to our customers. Such offers can include a direct discount, free or reduced shipping or other promotional activity associated with a product purchase. These offers may be for a limited time only or until stock lasts.

  • Ordering Online

    If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, and postal address) and financial information (such as credit card number, expiration date).


    We use this information for billing purposes and for order fulfilment only. If we have trouble processing an order, we will use this information to contact you. More details on our Privacy & Security policy can be found in our Customer Care centre under ‘Privacy & Policy’ on this website.


    When you purchase a product or service from Have you met Miss Jones, we will send you a confirmation email with the details of your order. This is not a guarantee that we can fulfil your order immediately and in full. We will expressly notify customers of order acceptance and the timing of the order fulfilment. Have you met Miss Jones reserves the right to accept or decline, in whole or in part, any order placed by you.


    If a product you ordered is out of stock at the time of your order, you receive a notification that the product is put on back order and supply it when stock becomes available, unless you advise us that you wish to cancel the order. You may cancel an order any time before the goods are shipped by notifying us via the Have you met Miss Jones Customer Care [link to consumer query form] centre.


    International orders
    Have you met Miss Jones ships to most countries outside of Australia. During the checkout process, customers are given the option to select a destination for their delivery. We do not deliver to countries that are not listed as a shipping destination. We ask our customers to provide a valid and complete shipping address in that particular country of destination. Have you met Miss Jones may run further verification checks and, as a consequence, may require to contact the customer for further details and/or clarification.


    Our international shipping rates are AUD$25 for the first item and AU$8.00 for every additional item. More details on our international shipping policy can be found in our Customer care centre under ‘Shipping & tracking’ on this website. Have you met Miss Jones reserves the right to accept or decline, in whole or in part, any international order placed by you.


    Colours, Advice and Technical Information
    We have done our best to display as accurately as possible the colours of the products shown on this website. Please, note that the colours you see will depend on your monitor. Have you met Miss Jones cannot guarantee that your monitor's display of any colour will be accurate.


    Any advice, recommendation, information, technical information, specification, drawing, description, illustration, dimensions, assistance or service provided by Have you met Miss Jones and its staff in relation to any products is given in good faith and is believed by Have you met Miss Jones to be appropriate and reliable. However, any such advice, recommendation, information, technical information, specification, drawing, description, illustration, dimensions, assistance or service provided by Have you met Miss Jones in relation to any products supplied by Have you met Miss Jones is approximate only.

  • Shipping & Tracking

    Delivery and Risk
    After ordering online, you will receive an email confirmation from eWAY containing your order details. Have you met Miss Jones will normally confirm receipt of your order within a few minutes of ordering. We will attempt to pick, pack and dispatch available goods on your order within 2-3 working days. We use the services of Australia Post eParcel for all our deliveries to individuals within Australia.


    Please, refer to the ‘Shipping Times’ information provided below to learn about estimated transit times within Australia. Once the products are delivered to the delivery address specified in your order, all risk in the products will pass to you.


    Shipping Rates:
    Have you met Miss Jones offers flat-rate shipping anywhere in Australia.

    Standard shipping rates are $10 for the first item and $5 for every item after this. For bulk orders of 10 or more items please contact us for bulk shipping rates.


    Shipping Times:
    How long shipping will take depends on where you live. A parcel can take from 7 to 10 days to arrive at your address, however most packages will arrive much sooner than this.

    The following is a guide to estimated shipping transit times in Australia:


    DESTINATION                    TRANSIT*

    Sydney (NSW)                    2-3 business days

    Melbourne (MEL)               2-3 business days

    Brisbane (BNE)                   2-3 business days

    Perth (WA)                          5-6 business days

    Adelaide (ADL)                   3-4 business days

    Tasmania (TAS)                  Minimum 7 days

    Northern territory (NT)     Minimum 7 days

    *Once your order has been fulfilled and dispatched by our distribution centre.


    Tracking a Shipment:
    Please note, delivery tracking services are provided and managed by eParcel (Australia Post).

    One you have obtained a tracking number from us, you should direct your queries about the status of your delivery to Australia Post directly. In case you have not received your order after the estimated fulfilment and transit time (see Shipping Times), feel free to contact us via the Customer Care centre and we will do our best to assist you.


    Customers who have set up a personal account on this website will have automatic access to the shipment’s tracking number supplied by Australia Post and provided by us in the ‘My Orders’ section on the account dashboard. The tracking number becomes available to registered customers as soon as we dispatch the order.

    Please, log into your account 2-3 working days have you have placed an order with us.


    Customers who checked out as ‘Guest’ can contact us through our Customer Care centre. Please, include your order reference number when you write us. We will then provide you with the tracking number of your delivery via email, with which you can use by visiting http://auspost.com.au/track/.

  • Refunds & Returns

    For online purchases, we carefully inspect your order prior to shipment. Upon receipt, please inspect your purchase and notify us immediately of any damage; we will arrange for a prompt replacement.


    If for any reason you are not completely satisfied with your purchase we will give you a 3 day money-back guarantee from the time you receive the goods. Please contact us within that time and we’ll try to resolve any problems. This refund policy does not apply to goods which have been worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition. All postage and insurance costs are to be paid by the customer.


    We recommend that you return the product via Registered Post and that you pre pay all postage. You assume any risk of lost, theft or damaged goods during transit. Therefore, we advise you take out shipment registration of insurance with your postal carrier. Have you met Miss Jones will not be responsible for parcels lost or damaged in transit if you choose not to insure. 


    Please, choose carefully from our collection! Our team is always here and happy to help you find the right item. Simply contact us and we can talk about what items might be best for your home.


    We ask you to also read our “Ordering Online’ section on this website in regards to the product images, descriptions and technical information we provide on this website.


    Have you met Miss Jones will accept product returns and provide you with a refund or replacement where the product:

    • is faulty, damaged or is not of a reasonably acceptable quality;  OR
    • cannot perform the way promised (is not fit for its intended purpose);  OR
    • is significantly different from the published sample or description on this website


    Please do not send item(s) back to Have you met Miss Jones without first contacting our team. 

    You must request a return within 7 days of receiving your purchase.


    We may ask you to provide photo evidence of the fault (where possible) or damaged the item.

    Have you met Miss Jones reserve the right not to offer a refund or replacement where the item fault is a result of misuse, poor storage or neglect. Returns for change of mind are expressly not available.


    Any refund or replacement provided by us does not include shipping and handling charges, and these could be charged at the time of return. Any refunds or credits will be issued when the goods are received by Have you met Miss Jones in original condition, including product packaging where applicable.


    If you need to request a refund, return or replacement, please contact us via our Customer Care centre OR get in touch with us using the contact details below.


    Email: customercare@haveyoumetmissjones.com.au

    Phone: +61 2 9310 7377


    Included with your request must be the following information:

    • A daytime and after hours contact number.
    • A Transaction ID (order number).
    • A brief description of the fault or issue
  • Changing Your Details

    If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at customercare@haveyoumetmissjones.com.au. Please, understand manual updates performed by us may take some time to process.


    If you have a personal account with us, you can simply make any changes to your personal information directly through your registered account on this website. 

  • Terms of Use

    This site and all contents of this site are provided on an "as is" basis without warranties of any kind, either express or implied, including without limitation warranties of title or implied warranties of merchantability or fitness for a particular purpose. You acknowledge, by your use of this site, that your use of this site is at your sole risk, that you assume full responsibility for all costs associated with all necessary servicing or repairs of any equipment you use in connection with your use of our site, and that Have you met Miss Jones shall not be liable for any damages of any kind related to your use of this site.


    Terms of Use
    This website is operated by Have you met Miss Jones Pty Ltd (ABN: 65 119 652 890).
    You can direct your inquiries to:

    Unit 13, 198-222 Young St
    Waterloo, Sydney, NSW, 2017 

    Your use of this website is governed by these terms and conditions. Have you met Miss Jones (collectively, “Have you met Miss Jones,” “We” or “Us”) ask you to take a few minutes to read and review these terms and conditions carefully. Your use of this website constitutes your agreement to follow these rules and to be bound by them. If you do not agree with any of these terms and conditions, do not use the haveyoumetmissjones.com.au website.


    Use of the HaveyoumissMissJones.com.au website
    This website (haveyoumetmmissjones.com.au) is for the sole use of individuals and entities wishing to review, consider, purchase or otherwise engage in retail transactions involving Have you met Miss Jones products and services and/or otherwise contact Have you met Miss Jones, on their own behalf (or, in the case of a corporate transaction, on behalf of their intended recipients).

    No information concerning the transactional preferences of an individual customer (whether such customer is a person or an entity) can be entered, altered, modified or otherwise affected, by any third party on behalf of such individual customer. In particular, Have you met Miss Jones expressly prohibits third parties from opting out of Have you met Miss Jones services and/or contracts on behalf of a Have you met Miss Jones customer or other person or entity, without both Have you met Miss Jones’s full knowledge as to the action being taken and express permission. This prohibition is intended to protect the privacy and freedom of our customers and the personal relationship Have you met Miss Jones works to develop with its customers and others authorized to use this website.


    Copyright Notice

    You may download, print and store selected portions of the content of this website, provided you (1) only use these copies of the content for your own personal, non-commercial use, (2) do not copy or post the content on any network computer or broadcast the content in any media, and (3) do not modify or alter the content in any way, or delete or change any copyright or trademark notice.

    No right, title or interest in any downloaded materials is transferred to you as a result of any such downloading. We reserves complete title and full intellectual property rights in any content you download from this Web site. Except as noted above, you may not copy, download, reproduce, modify, publish, distribute, transmit, transfer or create derivative works from the content unless you have the explicit written permission from Have you met Miss Jones to do so.

    You agree to defend, indemnify and hold Have you met Miss Jones harmless from and against any and all claims, damages, costs and expenses, including attorneys' fees, arising from or related to your use of this website, including, without limitation, your use of the site haveyoumetmissjones.com.au in violation of these Terms of Use.

    Changes to Terms of Use
    We may revise and update our website conditions and policies at any time and your continued use of this website means you accept those changes. The information contained on this website is intended to apply in Australia only. While Have you met Miss Jones aims to ensure that the information in this website is correct, sometimes errors do occur for which we apologise. Please refer back to these Terms of Use from time to time so that you are aware of our current terms and conditions.

  • Privacy & Security

    Have you met Miss Jones regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Have you met Miss Jones users, and conforms to Internet privacy standards. If you have questions or concerns regarding this statement, you should first contact Jennifer Jones at 02 9310 7377.


    Collection of Information
    In order to use the Have you met Miss Jones website, we may require information from you in order to provide the best service possible. All correspondence may also be collected and stored, particularly in regard to sales, support and accounting purposes, including Email.

    Any information collected by Have you met Miss Jones is collected via correspondence from you or your company. This may be via the telephone, Email, mail, fax or directly through our website.


    There may be times (such as when you purchase or order a product, subscribe to a service or participate in contests, sweepstakes or promotions, etc.) when we ask you to provide certain contact information about yourself, such as your name, shipping/billing address, telephone number, email address, credit card information, birth date, gender, occupation, personal interests, and other information. We may also maintain a record of your product purchases.


    Whether or not to provide such information is completely your own choice. But if you choose not to provide the information we request, you may be unable to purchase products, or access certain services, offers and content on our web sites. In addition, we may need to contact you via phone, email or mail to address questions or issues specific to your order, entry, etc., even if you have opted to not receive marketing communications from us.


    Have you met Miss Jones may track the Internet domain address from which you visited us and analyse this data for preferences, trends, and site usage statistics. At all times, individual users will remain anonymous.


    Use of Collection Information
    Any details collected from Have you met Miss Jones customers is required in order to provide you with our products and/or services, and a high level of customer service.

    Correspondence is recorded in order to provide service references, and to assist in our staff development.


    We use your contact information for internal purposes only.


    However, Have you met Miss Jones reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.


    We want to communicate with you only if you want to hear from us and will only send marketing communications to you if you have first consented to receiving such. If at any time you wish not to receive such correspondence, you can request to be removed from any mailing lists by emailing us at customercare@haveyoumetmissjones.com.au.


    When you visit our web sites, we send one or more "cookies" to your computer or other device. We may also use cookies in emails that you receive from us. Generally, we use cookies to improve the quality of our service when you visit our web site and other web sites of interest to you. We also use cookies to remind us of who you are, tailor our products, services and advertising to suit the personal interests of you and others and to process your order, track your status in our promotions, contests and sweepstakes, and/or analyse your visiting patterns. If you would like to opt out of accepting cookies altogether, you can generally set your browser to not accept cookies or to notify you when you are sent a cookie, giving you the chance to decide whether or not to accept it. However, certain features of our web sites or other services may not work if you delete or disable cookies.

    Storage of Collected Information
    The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, that information is encrypted using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.

    We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. If you have any questions about security on our Website, you can email us at customercare@haveyoumetmissjones.com.au


    Update Your Information
    Updating your contact information is quick and easy. You can simply contact us by writing an email to customercare@haveyoumetmissjones.com.au. Please, include your previous and current full name, mailing address, email address and phone number. Or make changes directly through your registered account on this website. Please, understand manual updates performed by us may take some time to process.


    Third Parties 
    Have you met Miss Jones may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary with a third party to provide that service. These third parties are prohibited from using your personally identifiable information for any other purpose. Have you met Miss Jones does not share any information with third parties for any unknown or unrelated uses.


    Links on Have you met Miss Jones web sites to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of haveyoumetmissjones.com.au.


    Changes to Privacy Policy
    If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by Email, or by means of a notice on our homepage.