FAQs

 

Due to COVID-19 and in the best interests of our team and customers, we have temporarily closed our Australian and New Zealand stores as of March 28th, 2020 until further notice.

Our website will continue to remain operational in both Australia and New Zealand. We encourage you to continue to visit us here 24/7 for styling advice, shopping at your convenience and a great read with our new digital magazine.

Here is some additional information:

RETAIL STORES

Opening Hours

In the best interests of our team and customers we have temporarily closed our Australian and New Zealand stores as of March 28th, 2020 until further notice.

Extended Returns

We're offering 60-day returns on all purchases for a limited time.

Store Orders

If you ordered any items to be delivered to a store you can collect these once stores are re-opened, if the item is no longer available you will be fully refunded.

Gift Vouchers

Unfortunately, in-store gift vouchers cannot be redeemed online, but due to policy changes, they are now redeemable for up to 3 years in-store.

If your in-store gift card expires during the time of our store closures, we will give you an extension to ensure that you can still use your gift card when our boutiques re-open.

Store Credit

Unfortunately, store credit cannot be used online. Please be assured that you will be able to use your store credit when our boutiques re-open in the coming weeks.

If your store credit expires whilst stores are closed, we will provide an extension period for your credit to be used.

 

ONLINE

Online Orders

Our website will continue to remain operational in both Australia and New Zealand. We encourage you to continue to visit us here 24/7 for styling advice, shopping at your convenience and a great read with our new digital magazine.

Free Delivery over $50

All orders over $50 within Australia will be delivered for free, for a limited time.

Extended Returns

We're offering 60-day returns on all purchases for a limited time.

Free Returns

As always, free returns are available on all Australian orders.

Order Dispatch

Due to the high volume of orders placed during this busy sale period, the dispatch time is currently extended from our usual same or next day dispatch.

We will try and get your order out as soon as possible and you will be updated via email on all progress.

Once your order has been dispatched it should arrive within 5 business days via Australia Post.

Backorders

Items on backorder may take longer than 5-7 business days. You will be notified via email if any items will cause delay or are unavailable.

How do I order online?

Within the e-boutique you can click on each category name to browse through items.

Once you have found a product to purchase select the appropriate colour and/or size and click ‘Add to Cart’. If you wish to continue shopping just keep browsing and ‘Add to Cart' any items, you would like to buy.

When you’re ready to pay for your items just click ‘Checkout’ and you will be able to review your order before providing address and payment details to finalise your order.

Changes to online orders

Once an order has been placed online, we are unable to update your order details. This includes incorrect size/colour/quantity. We apologies for any inconvenience caused.

FAQ

Please see below.

 

ONLINE - NEW ZEALAND

Our New Zealand website will continue to remain operational and we encourage you to continue to visit us online.

 

CUSTOMER SERVICE

Our Customer Service team is currently experiencing extended wait times due to increased call volumes. To help us assist you as fast as possible, please email here. Thank you for your understanding.

 

Thank you for your continued support. Stay healthy and safe. This page will be updated regularly. Last updated 30th March 2020.

Additional FAQ's

Why can't I sign into my account?

If you have forgotten your password, or the one you are entering is not being recognised, you can reset it by clicking on the “Reset My Password” option on the Account Sign in page and following the prompts.

Can I change/cancel my order?

If you have not paid for your order you are able to add or remove any items in your cart at anytime. Just click on ‘My Bag' in the top right of your monitor to review what’s currently in your bag. Within there, you can add or remove any items or alter quantities.

Once you have paid but prior to your order being dispatched (actually put in the post) we will still do everything we can to attend to any changes you may want to make.

Unfortunately, we are unable to change the colour or size of a product ordered, however we are able to alter the quantity if required.

If your item/s have been dispatched, please don’t worry you can still return or exchange your purchases. Please check out our Returns and Exchanges information for details on what to do once your order arrives.

Why are there price ranges for some products?

Sometimes in a style, one or more of the colours may be a different price. This means a range of prices will be shown for this item. For example, a top may have the price showing as $59.95 - $79.95. If you click on the product you will see a blue link that says 'Full Pricing Details'. You can click on that for a table showing you the exact price for the colour you're interested in. Once you add it to cart you will see the price also.

What currency do you use?

All prices are displayed in Australian dollars, including GST. For goods to be shipped internationally, prices do not include relevant overseas custom duties and/or taxes that you may incur. Please check with your local customs office for further information.

How do I know what size I am?

Want to make sure of the size to order? Have a look at our sizing guide and measurements chart.

How do I update my personal details?

If you would like to update any of your personal details such as address, phone number of change your password you simply login to your account.

You will be taken to the Customer Account Profile page where you can edit the information then click 'Submit' to save the changes. An email will also be sent to confirm the updated information.

What do I do if the item I am looking for is no longer available online?

Popular items in our e-boutique can sometimes sell out, so if you’ve found an item you simply must have we recommend snapping it up fast. In the event that your item is ‘sold out’ and you are located in Australia please contact your local store to see if the item is still available or if it will be available again soon.

Colour differences

The e-boutique is designed to mimic the great experience you have when inside a Blue Illusion store. On occasion, however some colours may vary slightly in person from those displayed by your monitor. Should you receive the item and not be 100% content, we will happily exchange or refund your item. Please refer to our Returns and Exchanges information for details.

Can I add a message to my order?

You can send a gift to someone by using the recipient’s address for ‘postage’ and your address for ‘billing’. If you would also like to add a message, just type it in where indicated during the checkout process. Please note we are unfortunately unable to remove price tags being included in packages.

Why is the voucher not deducting from my order?

All vouchers are subject to their terms and conditions. If the voucher amount is not deducting from your purchase, it may be because the item/s in your cart are not applicable to the voucher. Alternatively, it may be because there is already a promotion on the item/s that the voucher cannot be used in conjunction with.

If the item/s in your cart are applicable to the voucher and it still doesn’t work, please contact Customer Service.

Why isn't my gift card working?

If the link in the email for your e-gift card is not working, or you have activated it, but it isn’t showing in your payment options; contact Customer Service and they can activate the e-gift card for you.