Thanks so much for shopping with us you gorgeous human! Your support means the absolute world to a small business like ours.
We have compiled a list of some of the questions we get sometimes to give you all the info you need to shop comfortably with us and know what's going on with your orders at all times. If you ever have any more questions jump on our online chat or shoot us a question via the contact form to the right!
FREQUENTLY ASKED QUESTIONS
Where are you based?
We are based in sunny Adelaide and your orders are packed and dispatched every single day! Being a capital city, your orders will be with you very quickly. Capital city to capital city is next business day for express post (although this is no longer guaranteed by Australia Post since COVID. We are hoping they start guaranteeing this service again soon), and 2-5 business days for regular post. Rural locations generally take a little bit longer.
How long will my order take to get to me?
It depends on where you are located but generally within 1-2 business days from lodgement for metropolitan locations using express post services and 2-5 business days regular services. Non-metropolitan locations can take a little bit longer.
At present Australia Post is not guaranteeing next day delivery for express post services. We can sometimes see it take 1-2 business days to reach you from lodgement at present. We are hopeful they return to the one day express service guarantee soon.
We pack and dispatch every single day, if your order just misses our dispatch for the day, the longest it will ever have to wait to be packed is 8-24 hours. We are incredibly fast at getting your parcels into the post for you! We know how exciting is to receive them and we do everything we can to get them to you quickly!
Please note, parcels do not move from Australia Post dispatch centres on weekends so if you see a lodgement on a Saturday (yes we lodge every single day except Sunday!) it will not get moving until the Monday so your 1-5 business days starts from Monday.
Also, we have been informed that if the vans are full or there is a heavy flow of post, regular post parcels get left behind and express post parcels are prioritised so if you don't see your regular post parcel move for a couple of days that can be why.
In addition to that, we have noticed usually you will not see another scan from the lodgement dispatch centre until it has reached the closest dispatch centre to you and is out for delivery that day. So it is quite normal to not see another scan for a couple of days with regular post parcels. If you are ever concerned, please report your parcel as missing to Australia Post immediately. You will usually see a scan within 12-24 hours after reporting a parcel as missing.
You can report parcels as missing here.
What is your returns policy?
Check out our returns policy here!
How much is postage?
Check out our postage information here!
Will you be reopening your physical boutique after COVID?
No, unfortunately we will not. We have always been an online business and our online service is the best in the industry so we hear, so we have decided to focus on what we do best and dedicate 16 hours a day to servicing all of you online! You get the exact same service online as you did in store! We are available almost every waking hour of the day via multiple communication channels to help you with all your sizing and styling queries. We even take photos of the garments on us and send them to you so you can see how they sit and fit in real life!
What are your open hours?
We are an entirely online business so we are open 24/7! We are available approximately 16 hours a day to answer all your queries via phone, email, web chat and social media!
How long does it take you to respond to my chat message or email?
We are available approximately 16 hours a day to respond to your queries! A lot of the time we respond INSTANTLY! Yes, instantly. The only time we don't is during usual sleeping hours in South Australia (we are on ACST) and if we are busy helping another customer or perhaps in a meeting. But you will usually have a response from us within 5 minutes to 3 hours.
Where can I find sizing information?
Being purely online we try to provide as much as as thoroughly detailed and helpful sizing advice as possible. Here are all the places you can find sizing information:
- On every single product page - there will usually be the brand's idea on sizing and this is usually in line with how they have designed the item to fit. We try to give you additional information on fit on every product page as well so you know if you don't want it to fit loose you can go down a size etc.
- On this web page we provide standard Australian sizing charts and the internation conversions. Each brand can be different though so peersonalised sizing advice is usually best and we are happy to give it to you! On this page you will also find the standard sizes and heights of our team so you can see how garments are fitting on them in our photos and make a super informed decision.
- In our emails and social media posts - so sign up to our emails! We usually let you know when we are announcing new arrivals, how they are fitting.
- Ask us! We are always here to help and more than happy to try things on and give you our best fit advice. It is also important to know how you want it to fit because that will impact the size we recommend to you. Personalised fit advice is always the best advice so ask us!
Are your garments made in Australia?
Very few brands manufacture in Australia these days. This is due to the very high costs of labour in Australia - we are very lucky! We have some of the highest wages in the world and one of the best living standards as a result. But it does mean that it's almost impossible to manufacture goods here at competitive prices. This means manufacture goes off shore and supports economics like Bali, China, India and others where their costs of manufacture are lower. This keeps the costs of goods lower for you and supports the global economy! We are all part of one big global economy and it is important for countries to specialise in what they are best and at what they can be competitive in. Australia finds it difficult to compete in manufacture (for good reason and we see the benefit of that in our wages) so we specialise in what we do best and can do most competitively.
Most, if not all, of our brands are based here in Australia and design out of their offices in Australia. Generally all of their management and operational staff are here with the exception of manufacture. Nobody Denim even does a portion of their manufacture from their factory in Melbourne which is awesome! But they were severely impacted by the COVID restrictions preventing manufacture which has impacted availability of stock so we may see some of that change in the future as a result.
Business is an interesting and ever-evolving beast and we all do the absolute best we can for our Australian economy and for our global economy! And Australia benefits from our global economic interactions. It all works out! And it's all beautiful. It's nice to support other countries too, just like they support us.
I signed up for the welcome discount code but it hasn't been emailed to me?
We don't believe in waiting for pesky emails! If we're emailing you it's to tell you about amazing new items that have arrived in store or to give you great styling tips or advice! The codes come up on the screen as soon as you enter your email address in the sign up pop up box and hit subscribe. Sometimes depending on what device you are on and what internet protection you have, they may not pop up or the may disappear too quickly. We apologise for that inconvenience! It is annoying we know. The codes change from time to time in line with promotional activity so if you've missed the codes just jump on the online chat box and ask what they are at the time and we will tell you!
What payment methods do you accept?
We accept all major credit and debit cards, paypal and a whole heap of buy now, pay later options like Afterpay, Zip and Humm. We also provide a layby service through Laybuys powered by Paypal.
Do I receive my items straight away when I layby?
No. When you layby we pop them aside for you until the layby is paid off. When you purchase with the buy now, pay later services your goods are dispatched to you straight away. This is because the buy now, pay later services like Afterpay, Zip and Humm pay us on your behalf and then you pay them back more slowly. They charge us for this service and they take on the risk of the debt which is why we can dispatch your items straight away without waiting for your full payment.
How long does it take to receive a refund if I have to cancel an order before it is dispatched?
It depends on the payment method you used to pay for your order. Generally refunds to credit or debit cards take a couple of business days to reappear back on your card. Paypal can be immediate or it can take as long as 5-6 business days depending on their processing times. Generally with the buy now, pay later options the refund is credited back to you buy now, pay later account immediately. If you require a refund from your buy now, pay later provider you need to request that of them, we can't do that unfortunately. Some of them do it automatically now but some of them leave it in your account as a credit.
Can I cancel an order once it is dispatched?
No unfortunately once an order has been dispatched it cannot be cancelled. It may be eligible for return in line with our returns policy though. It will not be eligible for a refund (as per our returns policy) because once an order has been processed, packed and dispatched our business has already incurred significant cost to service you as a customer and we need to get paid for that work. That's why we only provide credits or exchanges - then the costs of two transactions (three if you count processing the return when it gets back to us) get spread across the next order and it's a much more sustainable way of doing business. Keeps us in jobs and you guys getting the best possible service a boutique can provide!
Why don't you provide refunds?
For the same reason as above, and we have also found not having refunds as an option for our returns polic discourages the naughty girls and boys out there who like to purchase items, wear and return for a refund. We are protecting your purchase and making sure you get an immaculate, brand new item when you buy from us! It's also the benefit of buying from an online business - 99% of our garments are removed from their packaging seconds before they are inspected and wrapped with care by us and sent on their merry way to you. Most of them have never even been tried on! We try one garment on when they arrive so we know what the sizing is like and can give you the best sizing advice but most of our garment stay safely in their maufacture packaging until you purchase them and we pack them! How awesome is that!
Do you have a VIP program and how can I join?
We sure do! And it's fab! One of the best in the business! But it's not just monetary gains for you guys, we provide the same incredible service to absolutely everyone. You are all treated like family here and looked after accordingly.
Here are the details on our VIP program and how you get to be a part of that incredible group!