Returns Policy
We understand that a change of mind about your purchase can happen. If you wish to exchange or refund your purchase in these circumstances, Blue Illusion may, at our sole discretion, offer you an exchange or refund subject to the following conditions:
• You are able to provide satisfactory proof of purchase;
• The items are unworn, unwashed and unused with all original tags attached and sealed packaging (where relevant); and
• The items are not an Excluded item in accordance with (b) listed below.
Returns must be made within 30 days from the time you receive your purchase.
Effective Tuesday 27th February 2024, all online orders that are returned via mail will incur a postage fee of $9.99. This charge will be deducted from the final refund amount.
All instore purchases must be returned instore. Items purchased in Australia or New Zealand must be exchanged or refunded in the country of purchase.
While we do not offer exchanges for online orders via post, we can process an exchange in any Blue Illusion boutique within the country of purchase. Note: The item will need to meet eligibility criteria as found within our returns policy.
For returns and exchanges outside of Australia or New Zealand, you will need to arrange your own return postage and we recommend getting a tracking number for your parcel.
Purchases made using Afterpay, Klarna or Laybuy (for NZ customers) can not be exchanged and must be returned via post. In such case you will get a refund.
Any refunds will be given using the original payment method for your purchase, including the original card details for EFTPOS/Credit Card purchases. Shipping fees will not be refunded for returns of orders under $150.
Excluded Items
Please choose carefully when purchasing the following products as exchanges or refunds for change of mind reasons will not be provided for:
• Pierced Jewellery;
• Beauty & skincare products;
• Undergarments;
• Worn shoes;
• Altered products;
• Personalised items;
• Gift Cards;
• Face masks;
• Outlet items; and
• Final Sale items,
(together 'Excluded Items').
Please note that items from this list that have been returned to Blue Illusion will not be refunded and will be returned to the customer.
Faulty/Defective/Misdescribed Products
Notwithstanding the above, we acknowledge that Australian Consumer Law confers certain rights and remedies on you in relation to our goods and services offered which cannot be excluded, restricted or modified (Non-excludable Rights).
To the fullest extent permitted by law, our liability for breach of any implied warranty, condition or undertaking which cannot be excluded is limited at our option to:
• In the case of services, the supply of the services again or the payment of the cost of having services supplied again; and
• In the case of goods, the replacement of the goods or the supply of equivalent goods, the repair of such goods, the payment of the cost of replacing the goods or acquiring equivalent goods, or the payment of the cost of having the goods repaired.
For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.
We require satisfactory proof of purchase before providing a remedy under a Non-excludable Right.
We will accept returns for faulty or misdescribed products, within a reasonable time from the date of purchase. This may vary somewhat depending on the item.
FAQ's
Yes, you can. Any allowable item (as per our returns policy) purchased through blueillusion.com can be returned free of charge at any of our Blue Illusion Boutiques within Australia provided you present proof of purchase.
Yes. Your ‘reply paid’ sticker will be valid and usable until 11:59pm Thursday 28th March 2024.
Loop is an online portal that is used to process online returns. We have a how-to guide and all instructions on our website at blueillusion.com/pages/returns-exchanges. Otherwise, you can follow these steps to process your return:
Step 1: Visit returns.blueillusion.com to start the return process.
Step 2: In the boxes provided, enter your order number (you will find this on your confirmation email or receipt) and the email address you provided at checkout. If you cannot find this, get in touch with us at shop@blueillusion.com.
Step 3: Click on the item(s) you want to return and tell us why you are returning them by selecting from the options listed. Eligible items will show in white. Ineligible items are greyed out.
Step 4: Review items you would like to return and download the return label. If you do not own a printer, simply take a screenshot of the return label, and take it to your nearest Post Office where they can print this label for you. Print label and securely pack your return item(s), reusing the original packaging or a new parcel.
Step 5: Attach return label to your return parcel. Post parcel at your nearest post office. Once your return is processed, you’ll receive a confirmation email. Et, voila!
Yes. We accept returns of online orders made through blueillusion.com at any Blue Illusion Boutique within the country of purchase in accordance with our returns policy. Online orders cannot be returned to any David Jones Concession store. Orders paid for using PayPal or Klarna cannot be returned in store (i.e. must use Loop returns portal only).
While we do not offer exchanges for online orders via post, we can process an exchange in any Blue Illusion boutique within the country of purchase. Note: The item will need to meet eligibility criteria as found within our returns policy.
Returned items are shipped to our warehouse via standard post, with a potential delivery time of up to 7 days contingent on the carrier’s schedule. Once the item/s have been received and reviewed, we will process the refund within 24-48 hours.
You will receive an email notification once we initiate the refund. Please allow up to 7 business days for the refunded amount to be reflected in your account.
It's important to acknowledge that during periods of heightened retail activity, Australia Post experiences heightened volume, possibly resulting in delays.
The most likely reasons for a return not being possible within Loop are that the item is considered ‘final sale’ or the item being returned was purchased outside of the return window (30 days post purchase). If this occurs, ineligible items are greyed out. If there are other issues processing your return, please contact shop@blueillusion.com.
To efficiently manage your return and refund, Loop processes the shipping fee at the time a customer prints the return label. As an example, if an item has been purchased for $159.99 and a decision has been made to return this item via post, the refund received will be $150.00.
No. Any item deemed to be faulty or damaged can be returned for free by post. These items can also be returned or exchanged in Blue Illusion boutique free of charge with proof of purchase. To ensure the shipping fee is waived, select the return reason “item was damaged when it arrived,” upload your photo evidence of the damaged item and follow the remaining return steps as normal. If the item is considered ‘final sale’, please contact us at shop@blueillusion.com and we will assist you.
No. If an item is deemed to be incorrect, it can be returned for free by post. These items can also be returned or exchanged in a Blue Illusion boutique free of charge with proof of purchase. To ensure the shipping fee is waived, select the return reason “I received the wrong item,” upload your photo evidence of the incorrect item and follow the remaining return steps as normal. If the item is considered ‘final sale’, please contact us at shop@blueillusion.com and we will assist you.
No problem. If you do not own a printer, simply take a screenshot of the return label, and take it to your nearest Post Office where they can print this label for you.
