FAQs

 

Answers to some common queries are below. If you are still unsure of something please feel free to send our team an email on shop@blueillusion.com or 1800 208 205

 

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. If you encounter any issues, please contact Customer Service on 1800 208 205 or shop@blueillusion.com and they can assist with resetting your password.

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.

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. Please call us on 1800 208 205 or email your order number and required changes including all product numbers to shop@blueillusion.com.

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 doubly 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 'SUMBIT' to save the changes. An email will also be sent to confirm the updated information.

Alternatively, you can contact Customer Service on 1800 208 205 or shop@blueillusion.com and they can update these details for you. 

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 or Customer Service 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 on 1800 208 205 or shop@blueillusion.com so that we may troubleshoot the problem.

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 on 1800 208 205 or shop@blueillusion.com and they can activate the e-gift card for you.