Frequently Asked Questions
Good things come to those who wait! Please note that due to the current changes, there may be delays in your order being dispatched and delivery transit times. Please be patient as we navigate through this.
Live Chat
Our Customer Service team are available Monday - Friday from 8:30AM - 5PM on Live Chat.
Facebook Messenger
Contact us via Messenger here. We will aim to get back to you as soon as possible.
Call Us
Call us on 1800 095 551 Monday - Friday from 8:30AM - 5PM
STORES
Are your boutiques open?
Most of our boutiques are open! Please visit our store locator page for more information here. Due to Covid Stage 3 restrictions in Victoria, some stores have temporarily closed. Click here to find out more.
Can I shop in a Myer store?
Myer have reopened most stores. Click here to view which stores are currently open.
What measures have been put in place to ensure customer and staff safety?
The health and safety of our team, customers and the community is our top priority. We have taken several precautionary measures to ensure that our stores are safe and hygienic for your shopping experience. Hand sanitiser will be readily available for customers and team members and social distancing will be practiced. Our store will be cleaned regularly, we will be only allowing a limited number of customers in store at a time and accepting contactless card payments.
Can I return or exchange and online purchase instore?
Yes, online purchases can be returned or exchanged in any of our boutique stores that are open. Please ensure you bring proof of your purchase with you.
Do you offer Click & Collect?
Click and collect is available at all boutique stores that are now open.
ONLINE SHOPPING
How much does shipping cost and what is your returns policy?
We offer free standard shipping on all AU online orders over $150. We have a 30 day online refund policy for change of mind returns.
How do I return my online order?
Online returns will follow our normal returns policy. Returned items must be in new, unworn condition, with all the garment tags and where applicable hygiene stickers still attached. Please note: All returned items will be at your own cost.
Unless faulty: All outlet Styles, lingerie, hosiery, jewellery, headwear, accessories, cosmetics, Frocktober keyrings and tote bags are non-returnable.
For faulty goods, your rights under Australian Consumer Law apply. Due to the COVID-19 situation, returns must be quarantines for 7 days upon arrival. Due to this, please allow approximately 10 business days for your refund to be processed once the return has been received. You wil receive an email confirmation once the refund has been processed.
Unless faulty: All outlet Styles, lingerie, hosiery, jewellery, headwear, accessories, cosmetics, Frocktober keyrings and tote bags are non-returnable.
For faulty goods, your rights under Australian Consumer Law apply. Due to the COVID-19 situation, returns must be quarantines for 7 days upon arrival. Due to this, please allow approximately 10 business days for your refund to be processed once the return has been received. You wil receive an email confirmation once the refund has been processed.
I have a gift card that says it cannot be used online, what do I do?
Our customer service team can help you out with this issue. Contact us via Live Chat, Phone, Email or Messenger and we will fix this for you as soon as possible. You may also visit one of our Review Boutiques that have re-opened. To find out which stores are open, click here.
Can I change my delivery address after my order has been placed?
We may be able to amend your address if your order has not been dispatched. If you would like to change your delivery address, please contact customer service as soon as possible and we will do our best to change this for you. If your order has already been dispatched, unfortunately we are unable to change the delivery address.
I have a store credit note, can I use this online?
You sure can! Our customer service team can help you out with this issue. Contact us via Live Chat, Phone, Email or Messenger and we will fix this for you as soon as possible.
Can I return an Outlet purchase?
All outlet sales are FINAL. No exchanges or refunds unless faulty. Outlet products cannot be purchased using Loyalty rewards. All Online Outlet products are identifiable by a pink outlet badge.
Can I return an "Take a Further 40% Off" purchase?
All "take a further 40% off" sales are FINAL. No exchanges or refunds unless faulty.
DELIVERY
When will my order be shipped?
Whilst we are doing our best to pick and pack your order right away, given the current circumstances, your order may take longer than usual to be shipped.
Please allow up to 5 working days for us to have your order sent. Given the pressure on all logistics carriers with increased demand of online shopping, and border control that has been implemented in some states, we are experiencing longer than expected delays in shipping and delivery. Find out more here.
Please allow up to 14 days for delivery. If you do have any questions or concerns, please reach out to our customer service team from 8.30AM - 5PM, 5 days a week via live chat, messenger and email or via phone.
Please allow up to 5 working days for us to have your order sent. Given the pressure on all logistics carriers with increased demand of online shopping, and border control that has been implemented in some states, we are experiencing longer than expected delays in shipping and delivery. Find out more here.
Please allow up to 14 days for delivery. If you do have any questions or concerns, please reach out to our customer service team from 8.30AM - 5PM, 5 days a week via live chat, messenger and email or via phone.
How long will delivery take?
In some cases, Australia Post is experiencing delivery delays due to a high volume of parcels in their network. Express Post will continue to be the fastest postal delivery option for customers; however they may not be delivered next business day every time.
Once your order has been shipped, we encourage you to track it via your shipment number.
You can find out more about Australia Post delivery updates here.
AUSTRALIA
Standard post service: delivery within approximately 10-14 business days*.
Express post service: delivery within approximately 2-5 business days*.
*Delivery times may vary during the covid-19 situation. Please note:if your delivery address is outside of the Australia Post Express delivery network, including some areas in WA your delivery may not be covered by the Australia Post Express next day guarantee. For more information, please visit the Australia Post website here.
NEW ZEALAND
We expect major international delivery delays due to insufficient airfreight capacity and government restrictions. We are working actively to deliver but there may still be service impacts, please expect significant delay. Please be advised signature upon delivery may not be provided during the pandemic period.
INTERNATIONAL
Standard post service: delivery within approximately 5-10 business days. International postage is difficult to determine at this stage with varied restrictions in different countries and situations changing daily.
Once your order has been shipped, we encourage you to track it via your shipment number.
You can find out more about Australia Post delivery updates here.
AUSTRALIA
Standard post service: delivery within approximately 10-14 business days*.
Express post service: delivery within approximately 2-5 business days*.
*Delivery times may vary during the covid-19 situation. Please note:if your delivery address is outside of the Australia Post Express delivery network, including some areas in WA your delivery may not be covered by the Australia Post Express next day guarantee. For more information, please visit the Australia Post website here.
NEW ZEALAND
We expect major international delivery delays due to insufficient airfreight capacity and government restrictions. We are working actively to deliver but there may still be service impacts, please expect significant delay. Please be advised signature upon delivery may not be provided during the pandemic period.
INTERNATIONAL
Standard post service: delivery within approximately 5-10 business days. International postage is difficult to determine at this stage with varied restrictions in different countries and situations changing daily.
Do you ship internationally?
Yes, we ship internationally!
NEW ZEALAND
We send our parcels via Australia Post International Registered Post service. We charge a $9.95 flat rate on all New Zealand orders. We expect major international delivery delays due to insufficient airfreight capacity and government restrictions. We are working actively to deliver but there may still be service impacts, please expect significant delay. Please be advised signature upon delivery may not be provided during the pandemic period.
THE REST OF THE WORLD
We send our parcels via Australia Post International Registered Post service. Please allow 5-10 business days for delivery. International postage is difficult to determine at this stage with varied restrictions in different countries and situations changing daily. We charge a flat rate of $25.00 on all international orders.
For any parcel shipped outside of Australia, you as the recipient will be liable for all import duties, customs, handling fees and local sales taxes levied by the country you are shipping to. Payment of these amounts will be necessary to release your order from customs upon arrival. .
NEW ZEALAND
We send our parcels via Australia Post International Registered Post service. We charge a $9.95 flat rate on all New Zealand orders. We expect major international delivery delays due to insufficient airfreight capacity and government restrictions. We are working actively to deliver but there may still be service impacts, please expect significant delay. Please be advised signature upon delivery may not be provided during the pandemic period.
THE REST OF THE WORLD
We send our parcels via Australia Post International Registered Post service. Please allow 5-10 business days for delivery. International postage is difficult to determine at this stage with varied restrictions in different countries and situations changing daily. We charge a flat rate of $25.00 on all international orders.
For any parcel shipped outside of Australia, you as the recipient will be liable for all import duties, customs, handling fees and local sales taxes levied by the country you are shipping to. Payment of these amounts will be necessary to release your order from customs upon arrival. .
Only part of my order has arrived or I have received 2 shipment notifications
Due to the influx of orders we are receiving, we are currently shipping your items from various locations. Please note: This may mean your orders are shipped at different times and in some instances from different states. Please be patient as we navigate our way through this new process. We promise your new purchase will be worth the wait!
SUPPORT
Can I speak with someone from customer service?
During these unprecedented times, we have increased our customer support team hours. These are 8.30AM - 5PM, 5 days a week.
We are experiencing a greater amount of calls than usual, so we encourage you to be patient when calling or on live chat.
We are experiencing a greater amount of calls than usual, so we encourage you to be patient when calling or on live chat.