FAQs

To place an order, simply add the items you wish to purchase to your cart and proceed to checkout. Follow the checkout steps to enter your shipping details and payment information.

Once your order is successfully placed, you will receive an order confirmation email containing your order number and purchase details.

We totally understand that sometimes plans change, and you may need to cancel your order.

You can change or cancel your order within 30 minutes of placing it using the link provided in your order confirmation email.

After 30 minutes, orders begin processing and we may no longer be able to make changes.

That said, please feel free to reach out to us as soon as possible. While we can’t guarantee that cancellation will be possible, we’ll do our best to assist you.

If we’re unable to cancel your order in time, don’t worry—once your order arrives, you can always exchange it for a preferred style or return it for a refund.

Yes — delivery address changes can be made within 30 minutes of placing your order using the order editing link in your confirmation email.

After this time, orders may already be processing and changes may no longer be possible.

Order confirmation emails are sent automatically after checkout.

If you did not receive one:

• Check your spam or junk folder
  
• Confirm the email address entered at checkout was correct

If you still cannot locate your confirmation email, please contact us and we can resend it.

We accept a range of secure payment methods, including:

• Credit and debit cards
• PayPal
• Google/Apple Pay
• Afterpay

All available payment methods will be shown at checkout. All payments are processed securely through our checkout system.

Yes. All products sold on Boutique Retailer are brand new and genuine items sourced from authorised distributors and suppliers.

Yes, we ship to many countries worldwide.

International shipping rates and delivery times are calculated at checkout based on your location.

Please note that international orders may be subject to customs duties or taxes, which are the responsibility of the customer.

Some sold-out items may be restocked, while others may be discontinued depending on supplier availability.

If you’re interested in a product that is currently out of stock, you can subscribe for restock notifications directly on the product page.

Simply enter your email address and you’ll be notified automatically if the item becomes available again.

Once your order is confirmed, you can download the invoice from your order confirmation page.

We don't offer price matching. We price our products as competitively as possible from the start, so you're always getting our best price.

Delivery times vary depending on your location and the shipping option selected at checkout.

Estimated delivery timeframes are displayed during checkout before you complete your order.

Once your order has been dispatched, you will receive a tracking number so you can monitor its progress with the courier.

Occasionally, delivery may take longer due to factors outside our control, such as high parcel volumes during holiday period within courier networks or severe weather conditions.

For more information about shipping options and delivery estimates, please see our Shipping Guide.

We appreciate your patience and understanding as we work to ensure your order reaches you as quickly as possible!

Once your order is shipped, you’ll receive an email containing your tracking information. Here’s how you can track it:

1. Via Email

Check your inbox for the shipment confirmation email. It will include a tracking number and a link to track your order with the courier.

2. Marketplace Orders

If you made your purchase through a marketplace, log in to your account and view your purchase history. You’ll find your tracking details and a link to track the package there.

3. Need Help?

If your tracking information hasn’t arrived, your order seems delayed, or you’re unable to track your package, please contact us by submitting a request. We’ll investigate and resolve the issue for you as quickly as possible!

Our main warehouse is located in Melbourne, Australia.

To ensure faster delivery, your order may sometimes be shipped from one of our third-party warehouses closer to your location. This helps us get your items to you as quickly as possible!

Most orders shipped can be delivered to PO Boxes and Parcel Lockers.

However, some larger items shipped via courier may require a residential or business address.

Absolutely! You can select the express postage option at checkout before placing your order.

We prioritize express orders and dispatch them as they come in, ensuring your package arrives as quickly as possible. If speed is essential, this is the best option for you!

Currently, we do not offer a pickup service as we operate from a warehouse environment without resources allocated for in-person collections.

If you’re located in Melbourne, we do offer a Same-Day VIP Delivery service on eligible items. To check availability and pricing, simply enter your delivery address at checkout. The option will appear automatically if your address qualifies.

In most cases, your items will be delivered via Australia Post, but we also partner with trusted courier companies such as Couriers Please, TGE (Formerly Toll), Direct Freight Express, Allied Express, Sendle and Aramex to ensure reliable delivery.

Once your order has been dispatched, you’ll find the postage and tracking details in your purchase history. Use these details to track your package and stay updated on its journey to you!

Yes, we ship to many countries worldwide.

International shipping rates and delivery times are calculated at checkout based on your destination.

If you are not available when delivery is attempted, the courier may:

• Leave the parcel if Authority to Leave (ATL) is permitted
  
• Leave a card with instructions for collection from a local post office or depot
  
• Attempt redelivery
  

This depends on the courier and delivery conditions.

If your tracking shows the parcel as delivered but you cannot locate it:

• Check around your property or mailbox
• Check with household members or neighbours
• Look for a safe place where the courier may have left the parcel

If you still cannot locate your parcel, please contact us and we will assist in investigating with the courier.

Shipping delays can occasionally occur due to courier network issues, weather conditions or peak delivery periods.

If your tracking shows a delay, we recommend allowing some additional time for the courier to update the tracking status.

If your parcel appears significantly delayed, please contact us and we will assist in investigating with the courier.

We’re sorry to hear that your order hasn’t arrived! Please follow these steps to locate your package:

1. Verify the Shipping Address

Double-check that the shipping address provided during checkout is correct.

2. Check for Delivery Notices

Look for a notice of attempted delivery or any notes the courier may have left on your doorstep.

3. Search the Vicinity

Check around your property or your designated “safe place” where packages might have been left.

4. Ask Household Members or Neighbors

See if a family member or neighbor may have accepted the delivery on your behalf (if it’s safe to do so).

5. Check Your Mailbox

Some packages, especially smaller ones, may be placed in your mailbox or other typical mail delivery areas.

6. Wait 48 Hours

Occasionally, tracking may show “delivered” up to 48 hours before the package actually arrives.

If you’ve followed these steps and still cannot locate your order, please contact our customer service team. We’ll be happy to assist you in resolving the issue!

Parcels may be returned to us if:

• the delivery address was incorrect
• the parcel was not collected from the post office or depot
• delivery attempts were unsuccessful

If this occurs, we will contact you to arrange reshipping or a refund, which may be subject to shipping and restocking fees.

You’ll receive an email notification as soon as your return is received by our warehouse.

- Processing Time: Please allow up to 10-14 days from the date you post it back. During busier periods, processing may take a bit longer.

- Tracking Your Return: You can track your return using the tracking number from the postage label you used to send it back. We highly recommend keeping a note of this tracking number for your records.

Your order number can be found in the confirmation email we sent when you placed your order.

If you can’t locate the email:

1. Log In to Your Account: Visit our website, log in, and check your purchase history for the order details.

2. Still Having Trouble? Contact our customer service team, and we’ll help you retrieve your order number.

That’s okay! If you’ve changed your mind about your order, here’s what to do:

- Return Postage Costs: You’ll need to cover the cost of return postage.

- Postage Label Option: If you’d like to purchase a return postage label through us, simply contact our team. We’ll arrange it for you and guide you through the process.

Once we receive the returned item in its original condition, we’ll process your refund or exchange as per your request. Feel free to reach out if you have any questions!

Your refund will be processed back to your original payment method.

For example:

- If you paid by credit or debit card, the refund will be credited to the same card.

- If you used PayPal, the refund will be returned to your PayPal account.

Please allow some time for the refund to appear, as processing times may vary depending on your payment provider.

Refunds are processed within 7 days from when we receive the item(s).